Nicole Laplante
Cornwall
Summary
Professional in customer service with strong focus on team collaboration and achieving results. Skilled in conflict resolution, communication, and managing team performance. Reliable and adaptable, ensuring seamless operations and customer satisfaction in dynamic environments. Prepared to lead and support team to meet and exceed goals.
Overview
4
4
years of professional experience
Work History
Customer Service Supervisor
Canada Life
11.2023 - Current
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
Customer Service Representative
Canada Life
04.2023 - 11.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Customer Service Representative
Weedman
03.2021 - 04.2023
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Education
Holy Trinity Catholic Secondary School
Cornwall, ON06.2014
Skills
- Problem-solving
- Time management
- Multitasking and organization
- Training and mentoring
- Customer relations
- Positive and constructive feedback
- Work prioritization
- Relationship building
- Handling escalations
- Delegating work
- Call monitoring
- Complaint resolution
- Quality assurance
- Escalation management
- Inter-department collaboration
Languages
English
Native or Bilingual
French
Native or Bilingual
Timeline
Customer Service Supervisor
Canada Life
11.2023 - Current
Customer Service Representative
Canada Life
04.2023 - 11.2023
Customer Service Representative
Weedman
03.2021 - 04.2023
Holy Trinity Catholic Secondary School
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