Paul Dolan
415 Greenview Ave #901, Ottawa,ON
Summary
Experienced customer service representative with a proven track record of maintaining client satisfaction, fostering partnerships, and contributing to team success.
Overview
16
16
years of professional experience
Work History
Customer Support Specialist
Ziff Davis
Ottawa, ON
03.2021 - Current
- Took initiative for thoroughly learning about company products to effectively solve customers' technical issues
- Managed customer's technical and billing calls and emails with efficiency, accuracy and professionalism, prioritizing excellent customer service
- Proactively reached out to customers regarding service related concerns, aiming to retain them and prevent potential fraud
- Adhered to client work schedules and service level agreements consistently
- Recorded and documented customer calls to provide troubleshooting resources for colleagues
- Maintained accurate records of all inbound and outbound communications on company systems
- Responded promptly to chat and email inquiries as required
- Cultivated and maintained reseller relationships while facilitating the provisioning of new accounts
- Assisted with special project requests, and supported porting activities as required.
Grocery Department Clerk
Herb & Spice
Ottawa, ON
09.2017 - 03.2021
- Recommended, selected and located merchandise based on customer desires.
- Performed floor moves, merchandising, display maintenance and housekeeping to keep sales areas well-stocked, organized and current.
- Stocked shelves and supplies and organized displays to focus customer attention on specific items.
- Answered store and merchandise questions and led customers to wanted items.
- Checked delivered merchandise and order information to verify shipment accuracy.
- Received, unpacked, and stored incoming merchandise according to company guidelines.
Grocery Department Clerk
Herb & Spice
Ottawa, ON
11.2015 - 09.2017
Baker
Real Canadian Superstore
Ottawa, ON
01.2015 - 11.2015
- Prepared high volume of baked goods according to company requirements
- Managed inventory of supplies and ordered supplies as needed.
Sales Agent
Sun Media
Ottawa, ON
11.2009 - 08.2011
- Processed classified advertising, writing and editing advertising copy
- Consistently exceeded department sales goals
- Consistently placed within the top 10 agents on a monthly basis with respect to handle time and customer service quality surveys
- Answered inbound calls in support of Sun Media customer needs
- Advised customers regarding Sun Media products and policies
- Accurately and swiftly input data into database during phone calls
- Retained customers by negotiating billing and service changes while maintaining maximum profitability for the client
- Gained effective multitasking skills by maintaining use of multiple databases and performing several jobs tasks simultaneously.
Education
Library and Information Technician Diploma -
Algonquin College
01.2013
Skills
- Inbound and Outbound Calling
- Payment Processing
- CRM Software
- Salesforce
- Technical Troubleshooting
- Excellent oral and written communication skills
- Strong organizational skills
- Efficient at multitasking
- Data Entry
- Customer service excellence
References
References available upon request.
Timeline
Customer Support Specialist
Ziff Davis
03.2021 - Current
Grocery Department Clerk
Herb & Spice
09.2017 - 03.2021
Grocery Department Clerk
Herb & Spice
11.2015 - 09.2017
Baker
Real Canadian Superstore
01.2015 - 11.2015
Sales Agent
Sun Media
11.2009 - 08.2011
Library and Information Technician Diploma -
Algonquin College