Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Paula Arsenault

London,ON

Summary

Dynamic customer service professional with experience at Concentrix, adept at resolving issues and enhancing client satisfaction. Proven ability to manage high call volumes while utilizing data entry skills and empathetic communication. Recognized for improving first-call resolution rates and effectively upselling services to boost revenue.

Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.

Overview

22
22
years of professional experience

Work History

Call Centre Representative

Concentix
06.2005 - 01.2025
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
  • Identified upselling opportunities to increase revenue generation.
  • Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.

Process Agent

CIBC Mellon
03.2004 - 05.2005
  • Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
  • Informed clients of policies and procedures.
  • De-escalated and resolved customer complaints with punctual, polite and professional service.
  • Assisted clients in navigating the claims process, ensuring timely resolution of issues and optimal outcomes.

Receptionist

Barrett Mechanical
03.2003 - 04.2004
  • Confirmed appointments, communicated with clients, and updated client records.
  • Answered phone promptly and directed incoming calls to correct offices.
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Responded to inquiries from callers seeking information.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.

Education

High School Diploma -

Minto Memorial High School
Minto, NB
06-1969

Skills

  • Data entry
  • Resolving issues
  • Answering questions
  • Communicating with clients

Languages

English

Timeline

Call Centre Representative

Concentix
06.2005 - 01.2025

Process Agent

CIBC Mellon
03.2004 - 05.2005

Receptionist

Barrett Mechanical
03.2003 - 04.2004

High School Diploma -

Minto Memorial High School

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Paula Arsenault