Patty Amestica
Calgary,AB
Summary
Dedicated Customer Service agent with over 25 years worth of experience in Customer Care and Technical Support. Dedicated to making a Customer's first experience effortless and enjoyable. Committed to growth through spirited teamwork, always ready to embrace change.
Overview
26
26
years of professional experience
Work History
Business Analyst
Telus
Calgary, AB
11.2022 - 01.2024
- Identified and analyzed requirements for new processes
- Developed technical guides for clients and employees
- Collaborated with stakeholders to deliver timely support and resolutions for new projects and work flows
- Collaborated with Learning Specialists to create and execute functional training for new hires
- Data retrieval for the purpose of knowledge discovery and forecasting
Customer Service Representative
Telus
Calgary, Alberta
04.1998 - 11.2022
- Worked in a high paced environment answering between 40-80 calls per shift
- Able and willing to put clients first in every situation
- Very capable of deescalating situations and ensuring the client knows they are cared for
- Understand the importance of adhering to Company guidelines and security features
- Assisted clients in high stress situations, providing them with clear and easy to understand resolutions
- Always looking for win win situations
- Subject Matter Expert, tasked with training and assisting new employees transition into their new role.
- Team Huddle Prime, responsible for Teach-Backs related to the strategic priorities of the team.
- Twice a week I was tasked with Live Assistance, for all of our internal clients including Technical Support, Retention and Billing departments.
- Communication Prime responsible for communicating important information to front line staff.
Education
Fundraising Coordinator And Contributor
Women's Group of Calgary
Calgary02.2017
Fundraising Coordinator and Contributor
Calgary Drop-In Centre
Calgary2006
Skills
- Team player, who understands the importance of setting individual goals and how that impacts the company as a whole
- Accomplished at understanding what a client needs to support them from beginning to end and how to relay this importance to other Team members
- Adaptable, fast learner who can implement new ideas quickly and teach back to others
- Passionate at building and maintaining strong relationships with clients and colleagues
- Proficient in embracing change, open to new prospects, passion for growth, risk taker, adaptable to new opportunities
Languages
Spanish
Native/ Bilingual
Timeline
Business Analyst
Telus
11.2022 - 01.2024
Customer Service Representative
Telus
04.1998 - 11.2022
Fundraising Coordinator And Contributor
Women's Group of Calgary
Fundraising Coordinator and Contributor
Calgary Drop-In Centre
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