Nicole Tan
Summary
Thorough Customer Retention Specialist with 33 years of experience working in the Customer Service industry and 14 years of coordinator and administration experience in a fundraising capacity. Committed to providing superb customer service efficiently and courteously.
Overview
33
33
years of professional experience
Work History
Client Care - Loyalty & Retention Specialist
TELUS
05.1997 - 08.2023
- Worked in both a Call Centre environment and an off-contact support area, assisting TELUS clients with Wireless and Home services, products and billing via incoming calls, mail, e-mail correspondence, and chat communication
- Analyzed clients existing usage behavior and used probing questions to determine future needs in order to provide best in class customer service
- Utilized advanced skills in solving problems and making accurate decisions to resolve customer complaints and provide solutions in order to retain clients
- Built constructive customer relationships to improve loyalty and encourage recommendations
- Supported Front-line Client Care Representatives
- Processed bill corrections and adjustments as required
- Lead monthly Huddles and Learning Circles on new practices and procedures
- Participated in Mobility process improvement sessions and focus groups to help identify improvements in various system and procedural improvements
- Created and worked reports and provided support for various tasks
Customer Service Representative
TELUS Health
03.2021 - 06.2021
- Short term on-loan opportunity with TELUS Health to provide call centre support for the Health Gateway
- Trained on Northern Health and Vancouver Coastal Health Systems
- Processed incoming calls to assist British Columbian residents with registering for and booking their Covid-19 Vaccination Appointments
- Provided client troubleshooting and handled customer inquiries and complaints in a confidential, professional and compassionate manner.
Assistant Manager
Rogers Video
09.1990 - 05.1997
- Hiring and training of employees
- Supervised day-to-day operations to meet performance, quality and service expectations
- Monitored cash intake and deposit records
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences
Skills
- 33 years of Customer Service experience
- Call Centre experience
- Business writing skills for email and chat correspondence
- Strong interpersonal skills
- Documentation Skills
- Data Review
- Ability to multi-task and handle multiple responsibilities
- Microsoft Office Suite experience
- Administrative record keeping and financial reporting
Volunteer Work
- Planning and Fundraising for Saint Francis of Assisi Elementary and Notre Dame Regional Secondary Schools
- Planned and executed Gala dinner fundraisers, handling administration, marketing, ticket sales, decorating, silent auction event setup and take down, record keeping, and financial reporting
- Planned and executed school carnivals
- Assisted where needed for all fundraisers
Timeline
Customer Service Representative
TELUS Health
03.2021 - 06.2021
Client Care - Loyalty & Retention Specialist
TELUS
05.1997 - 08.2023
Assistant Manager
Rogers Video
09.1990 - 05.1997
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