NOELANDA SIMS
Brampton,ON
Summary
My objective is to utilize my experience and knowledge within a progressive and growth driven environment. My career interest is the position of a corporate and consumer relations specialist SUMMARY OF QUALIFICATIONS Excellent interpersonal, customer service, team building and problem solving skills Ability to work without direct supervision in a team environment Strong ability to communicate effectively both verbally and in writing Ability to build a two-way communication climate to cultivate trust Searches for opportunities to innovate, change and grow Ability to process information, organize and prioritize tasks Demonstrates strong analytical skills coupled with an innate ability to multi-task Team Manager Experience for 2yrs in a Call center environment. 2o year’s customer service and sales experience in a Call Center environment.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Credit Card Advisor/Operations Specialist
RBC
04.2019 - Current
- Engage and efficiently assist clients with everyday banking inquiries and transactions
- Anticipate client needs and continuously improve to help achieve first point of contact resolution
- Analyze immediate and/or future financial need for clients with care, competence and connection to establish trust
- Incorporate tools and services to enhance client experience for simple self-serve related inquiries
- Provide professional, responsive customer service to on line banking emails fraud and chargebacks related to Personal, Business & Commercial Cards
- Efficiently determine if client’s concern/inquiry is a dispute, a fraud or a chargeback and address the client’s immediate need by providing necessary resolution, investigation or escalation to the fraud team
- Use effective analytical skills and probing questions to understand and identify the root cause of a client’s concern or inquiry
CUSTOMER SERVICE/SALES REPRESENATIVE
Just Energy
11.2007 - 03.2017
- Trained on all Canadian markets (Ontario, Manitoba, British Colombia & Alberta)
- Adheres to call quality standards while assisting customers with inbound inquiries & completion of outbound sales calls to prospective & existing customers
- Remains current an all energy market information to provide correct & up to date information to our customers while striving to meet & exceed performance & quality standards
- Ability to identify & analyze customer needs in a time effective manner while utilizing various databases to access customer information and ensuring all interactions with the customer is accurately documented
- Ability to utilize customer service techniques while adhering to quality assurance standards for every customer interaction
- Displays retention techniques for customers requesting cancellation & authorizes cancellations as per the cancellation matrix
- Winner of the summer accelerator challenge
- Winner of the last salesman standing competition
- Completed 58 E-Learning approximately 264 hours of leadership training
- Trains, coaches and motivates Staff
- Created, and facilitated Sales and Retention training
SALES ASSOCIATE
Direct BUY
05.2005 - 07.2006
- Order entry for materials needed at customers request
- Booked appointments for independent contractors to sell to potential clients
- Handled any customer service issues or customer complaints
- Solicited business for the company over the phone
- Trained new employees on the business software
Education
ARTS AND SCIENCE DIMLOMA - Arts and Science
Sheridan College, SECONDARY SCHOOL
2000
DIPLOMA - undefined
Turner Fenton
1997
Skills
- TECHNICAL SKILL REQUIREMENTS
- Call Centre telephony knowledge
- Knowledge of
- Microsoft office, SAP Certified
- CRM-Salesforce, CSIS,CCSA,TS2
- INTERPERSONAL SKILLS
- Addresses and resolves conflict
- Takes accountability for failure and acts quickly to find a suitable solution
- Uses best judgment in making decisions
- Delivers on commitments
- Communicates effectively
- Is dedicated to meeting the expectations and requirements of internal and external customers
- Extremely motivated and enthusiastic with a strong work ethic
- Customer Service
- Verbal and Written Communication
- Conflict Resolution
- Dispute Mediation
- B2B Sales and Customer Service
- Policy and Procedure Adherence
- Sales Training
- Answering Customer Questions
- Serve Customers
- Fraud Detection
- Teamwork and Collaboration
- Complex Problem-Solving
- Documentation and Recordkeeping
- Listening Skills
- Multitasking Strengths
- Effective Selling Techniques
- Excellent People Skills
- Inventory Tracking
- Retail Loss Prevention
Certification
ACHIEVEMENTS
Food Safety Certificate Level 1
Smart Serve Certification
Received sales honors for door to door sales
Coaching Performance -Certificate
Building a winning Sales Team -Certificate
Developing excellent Habits – Certificate
Emotions mindsets and Coaching - Certificate
Enrolled in Just Energy’s Contact Centre Professional Certification Program
Was Awarded with the Just Energy Apprentice winner for Management
Completion of Just Energy Aspire to Management Course
Timeline
Credit Card Advisor/Operations Specialist
RBC
04.2019 - Current
CUSTOMER SERVICE/SALES REPRESENATIVE
Just Energy
11.2007 - 03.2017
SALES ASSOCIATE
Direct BUY
05.2005 - 07.2006
ARTS AND SCIENCE DIMLOMA - Arts and Science
Sheridan College, SECONDARY SCHOOL
DIPLOMA - undefined
Turner Fenton
Similar Profiles
Maxime SamsonMaxime Samson
Senior Commercial Account Manager at RBCSenior Commercial Account Manager at RBC
Ayan FarahAyan Farah
Account Support Analyst at RBCAccount Support Analyst at RBC
Jennifer ProvenzanoJennifer Provenzano
Special Investigations Consultant at RBCSpecial Investigations Consultant at RBC
Shauna FoxShauna Fox
Director, Canadian Banking, Financial Intelligence at RBCDirector, Canadian Banking, Financial Intelligence at RBC
Mayuri GourMayuri Gour
Integrated Solutions Documentation Engineer at KION GroupIntegrated Solutions Documentation Engineer at KION Group