Patrick W Potts

IT Technical Support, Customer Service Specialist

Telus Communications

Montreal, Quebec

10.2011 - 04.2014

Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
Took payment information and other pertinent information such as addresses and phone numbers to place orders.
Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Resolved concerns with products or services to help with retention and drive sales.
Complied with company policies and procedures by encouraging positive and effective work environment among employees.
Provided primary customer support to internal and external customers.
Maintained and managed customer files and databases.
Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
Reinforced established quality control standards and followed procedures for optimal customer interactions.
Applied basic sales strategy to engage customers and present solutions to suit individual needs.
Developed customer service improvement initiatives to decrease customer wait times.
Handled customer inquiries and suggestions courteously and professionally.
Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Answered customer telephone calls promptly to avoid on-hold wait times.
Updated account information to maintain customer records.
Offered advice and assistance to customers, paying attention to special needs or wants.
Participated in team meetings and training sessions to stay informed about product updates and changes.
Responded to customer requests for products, services, and company information.
Answered constant flow of customer calls with minimal wait times.
Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Utilized customer service software to manage interactions and track customer satisfaction.
Processed customer service orders promptly to increase customer satisfaction.
Tracked customer service cases and updated service software with customer information.
Developed customer service policies and procedures to meet and exceed industry service standards.
Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Exhibited high energy and professionalism when dealing with clients and staff.
Investigated and resolved customer inquiries and complaints quickly.
Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Delivered prompt service to prioritize customer needs.
Met customer call guidelines for service levels, handle time and productivity.
Maintained up-to-date knowledge of product and service changes.
Responded proactively and positively to rapid change.
Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Followed up with customers about resolved issues to maintain high standards of customer service.
Educated customers about billing, payment processing and support policies and procedures.
Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Promptly responded to inquiries and requests from prospective customers.
Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Trained new personnel regarding company operations, policies and services.
Managed timely and effective replacement of damaged or missing products.
Sought ways to improve processes and services provided.
Promoted available products and services to customers during service, account management, and order calls.
Enhanced productivity levels by anticipating needs and delivering outstanding support.
Reached out to customers after completed sales to suggest additional service or product purchases.
Implemented and developed customer service training processes.
Proven ability to learn quickly and adapt to new situations.
Self-motivated, with a strong sense of personal responsibility.
Skilled at working independently and collaboratively in a team environment.
Worked effectively in fast-paced environments.
Managed time efficiently in order to complete all tasks within deadlines.
Demonstrated respect, friendliness and willingness to help wherever needed.
Excellent communication skills, both verbal and written.
Passionate about learning and committed to continual improvement.
Proved successful working within tight deadlines and a fast-paced environment.
Strengthened communication skills through regular interactions with others.
Organized and detail-oriented with a strong work ethic.
Adaptable and proficient in learning new concepts quickly and efficiently.
Used critical thinking to break down problems, evaluate solutions and make decisions.
Paid attention to detail while completing assignments.
Worked flexible hours across night, weekend and holiday shifts.
Developed and maintained courteous and effective working relationships.
Identified issues, analyzed information and provided solutions to problems.

Overview

Work History

Volunteer Services Officer

IT Technical Support, Customer Service Specialist

Education

Communications And Media

Skills

Languages

Timeline

Volunteer Services Officer

IT Technical Support, Customer Service Specialist

Communications And Media

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