Nicole Hyde
Scarborough,ON
Summary
Focused customer service professional with over 18 years of experience, dedicated to meeting and exceeding customer expectations by delivering industry-leading support. Skilled in handling inbound and outbound calls, online requests and emails with good problem-solving, multitasking, and research abilities. Background in customer service roles with high-volume customer demands in a call center environment.
Overview
20
20
years of professional experience
Work History
Customer Care Advisor
Scotiabank
Scarborough, ON
01.2020 - 11.2022
- Assist with everyday banking needs (check balances, bill payments, balance transfers, email money transfers, cheque image retrievals, limit increases, card activations, payment reversals, stop payments, cheque reorders etc).
- Account maintenance (password resets, account type switches, phone number and address changes).
- Educate customers on new offers if eligible (mortgage renewals, credit limit increase, borrowing offers).
- Book over the phone or in branch appointments.
- Effectively answering questions, suggested effective solutions and resolving issues quickly using a professional tone.
- Maintain a calm, friendly demeanour with upset customers to de-escalate stressful situations.
- Identify and report suspicious behaviour to our Bank Card Security team.
- Work closely with external departments (Bank Card Security, Borrowing teams etc) to address customer needs.
- Evaluate customer account information to assess current issues and determine potential solutions.
- Receive and re-direct escalated issues to our Help Desk Consultants, Managers or Office of the President when necessary.
- Identify customer financial needs, goals and objectives and offered appropriate financial products to suit needs.
- Explain bank services, financial products and applicable fees to customers.
- Keep detailed records of customer accounts, including actions taken, issues resolved and information.
- Provide general information to the public and answer frequently asked questions.
- Maintain excellent rapport and appropriate public relations with the public.
Business Customer Service Representative
Telus
Scarborough, ON
02.2013 - 02.2018
- Dealt with clients by telephone and email to provide information about products or services, take or enter orders, cancel accounts or obtain details of complaints.
- Kept records of client interactions or transactions, recording details of inquires, complaints or comments, as well as actions taken.
- As part of the TELUS Community Ambassadors I assisted with coordinating meetings and special events such as TELUS Day of Giving, TELUS Food Drive and Kit for Kids.
- Determined charges for services requested, collect deposits, payments or arrange for billing.
- Operated office equipment such as high-speed printers, scanners, photocopiers, and computers utilizing software such as MS Office, Microsoft Word, Excel, PowerPoint, Outlook as well as internet search engines.
- Referred unresolved client grievances to designated departments for further investigation.
- Resolved customer service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
- On a monthly basis I attended as well as helped arrange staff meetings using different tools such as emails, letters, memos and Microsoft Communicator.
- Dealt effectively with all levels of staff, the public and external contacts by telephone, email and in writing.
- Prepared and processed documents as well as maintained large volumes of information.
Customer Service Supervisor
Opal Online
Scarborough, ON
01.2003 - 04.2009
- Evaluated workers performance and prepare written performance evaluations.
- Resolved customer complaints.
- Organized and supervise activities such as the processing of incoming and outgoing mail.
- Monitored office inventory to maintain adequate supply levels and order products.
- Recruited, hired and trained highly talented individuals, which increased efficiency of entire team.
Education
Early Childhood Education
Centennial College of Applied Arts And Technology
Scarborough, ON08-2023
Standard First Aid And CPR C – Level C
Red Cross
Scarborough, ON08-2022
Skills
- Complaint Resolution
- Inbound and Outbound Calling
- Microsoft Office Expertise
- Typing Proficiency
- Active Listening
- Multi-Task Management
- Professional Telephone Demeanor
- Data Entry
- Customer Service
- De-Escalation Techniques
Accomplishments
- Rising Award at Telus
- Highest SMS T2B (100%) at Telus
- VOC Top 1 Box Award at Telus
- R.O.A.R Award for balanced performance and perfect attendance at Telus
- Appreciation Certificate for assisting with BCX Mike Clients at Telus
- 4x Employee of the month at Opal Online
References
References available upon request.
Timeline
Customer Care Advisor
Scotiabank
01.2020 - 11.2022
Business Customer Service Representative
Telus
02.2013 - 02.2018
Customer Service Supervisor
Opal Online
01.2003 - 04.2009
Early Childhood Education
Centennial College of Applied Arts And Technology
Standard First Aid And CPR C – Level C
Red Cross
Similar Profiles
Raquel JohnRaquel John
Senior Customer Care Advisor-Social Media at ScotiabankSenior Customer Care Advisor-Social Media at Scotiabank
Kevin LevyKevin Levy
Director, Commercial Card Solutions, Global Transaction Banking, North America at ScotiabankDirector, Commercial Card Solutions, Global Transaction Banking, North America at Scotiabank
Radhika NarayananRadhika Narayanan
Officer III, Commodities Wind-down Operations at ScotiabankOfficer III, Commodities Wind-down Operations at Scotiabank
Madhav MakkerMadhav Makker
Senior Customer Experience Associate at ScotiabankSenior Customer Experience Associate at Scotiabank
Samanpreet KaurSamanpreet Kaur
Contact Center Representative & Insurance Sales Advisor at TD InsuranceContact Center Representative & Insurance Sales Advisor at TD Insurance