Patricia Easley
Surrey,BC
Summary
Driven by a desire to provide excellent customer service, leveraging interpersonal, problem-solving, leadership and excellent communication skills at TELUS to lead teams towards surpassing customer satisfaction goals.
My tenure is marked by enhancing client care, and reaching benchmarks that lead to significant improvements in service delivery and overall excellent customer relations.
I've always been a dedicated customer service professional with a history of meeting company goals and enhancing the customer experience.
Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results, while keeping a positive customer experience a priority.
Now retired, I'm ready to tackle new challenges with dedication and enthusiasm.
Overview
37
37
years of professional experience
Work History
Manager, Business Client Care
TELUS Communications
06.2008 - 09.2017
- Accomplished multiple tasks within established timeframes
- Led a team of 26 Client Care representatives to deliver on all Government of BC, Government of Canada and Broader Public sector telephony end to end order fulfillment process
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery within contractual delivery date targets
- Cross-trained existing employees to maximize team agility and performance to best serve our customers
- Developed a strong team culture focused on Customers first, employee engagement, collaboration, and continuous learning opportunities.
- Achieved departmental goals by executing strategic plans and performance metrics
- Maintained relationships with customers, team members and other supporting TELUS teams to ensure and excellent customer experience
Client Care Representative
TELUS Communications
01.2001 - 10.2008
- Enhanced customer satisfaction by addressing and resolving concerns in a timely manner.
- Adapted quickly to changing circumstances or updated processes while remaining focused on providing excellent customer service.
- Recognized as an integral part of achieving the department''s highest levels of client satisfaction scores quarter after quarter.
- Adhered to and maintained company strategy to reduce average call handling time, resolved complex customer account issues, ensured excellent customer satisfaction
- Maintained accurate records of all client interactions, ensuring seamless communication across departments.
- Ensured compliance with company policies and industry regulations during all interactions with clients.
- Demonstrated unwavering commitment to protecting client privacy and maintaining the confidentiality of sensitive information.
- Built strong relationships with clients through consistent prompt follow-up and genuine empathy during difficult situations.
Customer Finance Representative
TELUS Communications
01.1996 - 01.2001
- Provided exceptional customer service, handling disputes professionally and efficiently to maintain positive client relations.
- Developed strong relationships with clients, fostering trust and open communication for smoother financial transactions.
- Managed a portfolio of accounts, maintaining strong relationships with clients while consistently meeting performance targets.
- Negotiated favorable terms with clients facing financial difficulties, protecting company interests while supporting customers through challenging circumstances.
- Reduced delinquency rates by creating customized payment plans tailored to individual client needs.
Administrative Clerk -Process Planning/Architectural Assistant
TELUS Communications
01.1994 - 01.1996
- Entered data into system and updated customer survey Data Base with information to keep records current
- Participated in business transformation process, managed all logistical requirements for Business Methodology workshops, including presentations to internal and external customers
Engineering Assistant
Rogers Cantel Inc
01.1992 - 10.1993
- Responsible for maintaining and analyzing National Interconnect accounts to ensure maximum utilization of resources
- Trouble shoot traffic routing errors - expedite solution to ensure limited impact to the customers
- Process internal requests for telephony moves and changes
- Update Mitel and voicemail systems
Administrative Assistant - Traffic Studies
General Telphone Company of California
01.1981 - 12.1986
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Analyze and update trunk record data
- Monitor specialized equipment read outs during trunk utilization traffic studies to ensure accurate meter readings - report all anomalies immediately to ensure timely solution and reduce negative impact to customers
Education
High School Diploma -
Penticton Secondary
Penticton BCCustomer Service Systems And Pocesses
TELUS Learning Services
Vancouver, BCSkills
- Excellent Interpersonal skills
- Customer Service focused
- Team Leadership attributes
- Teamwork and collaboration
- Time Management
- Excellent Communication both verbal and written
- Vast experience in complex problem solving and decision making
- Variety of computer skills
- Positive attitude, professional and courteous
- Managing customer relations
- Adaptability and flexibility
- Multitasking
- Attention to detail
Languages
English
Full Professional
Hobbies - Travel, sewing, cooking, walking/hiking with my young king charles cavelier pup
I love to travel to Mexico twice per year to various destinations utilizing my timeshare. One of the deciding factors in purchasing there is that part of our yearly maintenance fees is donated to various organizations including an orphanage, schools, and other areas of need. Volunteering during my tenure with TELUS, both as a client care representative and as a Manager, was an important activity to me. When I visit my son in Oregon, I volunteer with him at the local soup kitchen.
Health and work/life balance has always been important to me. I find I can achieve an overall sense of wellbeing while participating in my various hobbies.
I
Timeline
Manager, Business Client Care
TELUS Communications
06.2008 - 09.2017
Client Care Representative
TELUS Communications
01.2001 - 10.2008
Customer Finance Representative
TELUS Communications
01.1996 - 01.2001
Administrative Clerk -Process Planning/Architectural Assistant
TELUS Communications
01.1994 - 01.1996
Engineering Assistant
Rogers Cantel Inc
01.1992 - 10.1993
Administrative Assistant - Traffic Studies
General Telphone Company of California
01.1981 - 12.1986
High School Diploma -
Penticton Secondary
Customer Service Systems And Pocesses
TELUS Learning Services
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