Heidi Mallon
Summary
Seeking a new opportunity where I can utilize my problem solving and multitasking skills in a challenging position. Experienced in customer focused solutions by collaboration with IT and front line customer service.
Overview
19
19
years of professional experience
Work History
Customer Resolution Expert
Rogers Communications
10.2005 - 07.2023
- Managed challenging accounts and escalated customer issues and concerns caused by service and billing software issues
- Collaborated with IT and software developers to fix system issues our frontline care agents faced, while exceeding quality targets within targeted resolution times
- Contacted customers when further troubleshooting was required
- Acted as a support assistant and successfully guided fellow agents in resolving account issues and concerns
- Based on high attention to detail and accuracy, chosen for several projects including software regression testing, cross functional teams for process improvement plus promotion launches, leadership team escalations, and quality analysis.
Common Customer Relations Representative
Rogers Communications
01.2007 - 01.2009
- Answered customer inquiries via phone and assisted with mail
- Helped with on the floor training of new hires
- Ensured retention of existing customers through the use of special offers and promotions as well as highlighting the value of services
- Within a revenue generating culture, exceeded the department's monthly performance objectives including sales targets, call quality, and call handle time.
Customer Service Consultant
Rogers Communications
01.2005 - 01.2007
- Assisted customers with their billing and service inquiries
- Sold and promoted services for cable, internet, home phone and wireless
- Within a revenue generating culture, exceeded the department's monthly performance objectives including sales targets, call quality, and call handle time
- Awarded MVP upon completion of training and ICU period.
Education
Honours Bachelor of Arts Economics -
Wilfrid Laurier University
01.2016
Skills
- Works well under pressure and can meet deadlines
- Well developed organizational, analytical, and interpretive skills
- Focused on work quality, accuracy, and attention to detail
- Ability to work in a team setting or independently with little or no supervision
- Highly organized with proven ability to multitask, assess and change priorities as needed
- Ability to function well in a demanding fast-paced environment
- Quick to adapt to new environments and can quickly absorb and retain new information and procedures
- Confident decision making for timely resolution
- Adaptable and flexible to change with new initiatives and strategies
- Proficient in navigating multiple systems simultaneously
Timeline
Common Customer Relations Representative
Rogers Communications
01.2007 - 01.2009
Customer Resolution Expert
Rogers Communications
10.2005 - 07.2023
Customer Service Consultant
Rogers Communications
01.2005 - 01.2007
Honours Bachelor of Arts Economics -
Wilfrid Laurier University
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