Patience T. Aina
Prince George
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Fortis BC
02.2020 - 05.2021
- Attended to inbound and initiating outbound calls to current or potential customers for new and existing services
- Processed new customer applications, designating payment plan enrolments. Collecting and recording customer information including customer identifiers, credit details, emergency contact information, co-tenants, appliances used, etc.
- Responded to requests regarding rate changes, high bills, estimated consumption, field work and meter reading, privacy, energy efficiency programs, collection policies, related tariffs.
- Utilized designated computer systems/software applications to obtain, process customer information and requests.
- Resolved customer complaints related to service quality and other related matters including high bills, estimated consumption, collections policies, etc.; gathering pertinent information to identify problems and nature of complaint and record complaint information
- Responded to emergency calls related to meter and gas usage
Collection Agent
Commercial Credit Adjusters Ltd
06.2019 - 09.2019
- Contacting consumers using outbound dialers, regarding collection recovery on delinquent accounts
- Negotiate payment of debts in accordance with client and company guidelines
- Investigate and advise on different forms of payment and/or settlement options
- Document/update files on the system to support file activity
Customer Service Representative
Skybridge Americas
08.2016 - 05.2019
- Responded to customer complaints, billing questions and payment requests through inbound/outbound phone calls, emails/chat, and mails
- Resolved on average up to 450 customer complaints on a weekly basis and exceeded in all key performance metrics of quality, productivity, and attendance per the program requirements
- Maintained good communications with management, keeping them fully informed of all problems of significance
- Performed professionally in team meetings aimed at improving quality of service provided to customers
- Provided suggestions to clients and management when required
- Commended for dependability, communication, problem resolving, and fast learning abilities
Education
BA - Psychology
University of Windsor
01.2016
Skills
- Customer Support
- Customer Service
- Customer Care
- CSR
- Writing skills, Microsoft Excel, Powerpoint, Access, Client relations, Data entry, Accounting skills, Public speaking, Analytic skills, Problem Solving, Attentiveness to detail, Strong verbal communication, Typing skills, Computer skills, Interpersonal skills, Research skills
- Call Center
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Complaint resolution
- Payment processing
- Administrative support
- Documentation
- Customer education
- Research
- Microsoft outlook
- Client relations
- Microsoft Office Suite
Languages
English
Native or Bilingual
French
Limited Working
Certification
Basic Life Support - BLS Certificate
Timeline
Customer Service Representative
Fortis BC
02.2020 - 05.2021
Collection Agent
Commercial Credit Adjusters Ltd
06.2019 - 09.2019
Customer Service Representative
Skybridge Americas
08.2016 - 05.2019
BA - Psychology
University of Windsor