Paula Bunay
Windsor,ON
Summary
Dedicated Customer Service Agent and Data entry operator with 5 years of experience assisting customers in fast-paced, high-volume call centers and tracking offices assisting shipment orders. Highly professional when asking open-ended questions to determine caller needs and offer solutions even in life risking situations.
Overview
5
5
years of professional experience
Work History
CS-Phone Representative
Sutherland Global Services
10.2020 - 04.2023
- Worked with an important reservations company, one of the most important ones in tourism industry as a customer service agent and as an emergency agent in a 24 hours emergency safety line.
- Worked under pressure and dealt with life risking cases over the phone while maintaining user's security.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Provided customers with information about availability and pricing.
- Handled billing information over phone.
- Collaborated with other departments to integrate safety in all aspects of organization
Operations Associate
Zipline Logistics
08.2019 - 03.2020
- Manual data entry of information on a per load basis.
- Responsible for booking and tracking the shipments of goods following customers’ requirements.
- Quality communication skills through phone, email, and face to face.
- Manually updated carrier files and internal databases.
- Developed basic full truckload rating knowledge.
- Developed knowledge of geography, transit times, and time zones.
- Problem solving with the customer operations team.
- Load board organization and management.
Agent
SITEL S.A.
07.2018 - 08.2019
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
- Reviewed and executed confidential documents, contracts and disclosures.
- Established positive flow of communication with agents, clients, attorneys and personnel involved in closing transactions.
- Educated clients looking to sell or buy on current market conditions, legal requirements, pricing, and mortgages.
Education
No Degree - English Language
Instituto De Lenguas De La Universidad Distrital
Bogota D.C.03.2018
High School Diploma -
Diosa Chia
Chia, Cundinamarca - COL11.2016
Skills
- Invoice Preparation and Processing
- Caller Accomodations
- Call Control Skills
- Customer Service Optimization
- Database Research
- Brand Representation
- Technical Support and Assistance
- Critical Thinking
- Knowledge Base
- Data Collection
- Cancellation Processing
- Freight Cost Calculation
Timeline
CS-Phone Representative
Sutherland Global Services
10.2020 - 04.2023
Operations Associate
Zipline Logistics
08.2019 - 03.2020
Agent
SITEL S.A.
07.2018 - 08.2019
No Degree - English Language
Instituto De Lenguas De La Universidad Distrital
High School Diploma -
Diosa Chia
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