Paula Ney
Kitchener,ON
Summary
An application for a customer service position. Personable and dedicated Customer Service Representative with experience working FinTech Companies. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
2
2
years of professional experience
Work History
Tier 1 Supervisor Agent
Bill, Outsourcing
Barrie, ON
06.2023 - Current
- Responded to customer request for assistance (Inbound)
- Responded to case escalations from front office agents and provided additional information required for Authentication, Technical and Collections Department
- Investigated complaint cases from customers
- Responded to customer request to speak with a supervisor
- Provided chat support to Front line agents by answering all questions regarding company policies and processes
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Drove customer escalations to resolution by engaging directly with Team Leads.
- Compiled customer feedback for cross-functional departments to improve product or service features.
- Provided insight and mentoring to newly hired employees to supply knowledge of various company programs.
Attendant Care Worker
Traverse Independence
Kitchener, ON
07.2021 - 03.2022
- Followed safe lifting and transferring techniques to transport residents.
- Encouraged residents to participate in activities of daily living to enhance personal dignity.
- Monitored vital signs and medication use, documenting variances and concerning responses.
- Worked closely with clinical staff to support therapeutic and behavioral plans.
- Helped patients during ROM exercises to maintain musculoskeletal functions and increase strength.
- Planned and prepared healthy meals and snacks for clients and provided assistance with eating when necessary.
- Helped clients get in and out of beds and wheelchairs.
- Helped clients adjust to new lifestyles during periods of incapacitation or recuperation.
- Recorded client status progress and challenges in logbooks and reports.
- Helped clients communicate with loved ones by typing written messages and relaying verbal messages.
- Contributed to case reviews of client status and progress.
- Assisted clients with maintaining good personal hygiene.
- Maintained cleanliness of clients' environment by cleaning surfaces and washing clothes or dishes.
- Built strong and trusting rapport with clients and loved ones.
- Monitored health and well-being of clients and reported significant health changes.
Education
College Diploma - Information Technology,Network And Desktop Support
Centre For Distance Education
Sydney, NS06.2023
Some College (No Degree) - Personal Support Worker
College ESSOR
Montreal, QCSkills
- Excellent oral and written communication skills
- Fluent in English and French
- Trained in troubleshooting and technical support
- Strong focus on customer satisfaction above and beyond their needs
- Strong organization and time-management skill and problem-solving skills
- Active Listening Skills
- A supportive team worker, quick to learn and easily adapt to changing priorities
- Quick thinking and analytical during high-pressure situation
- Experience using Salesforce, Zendesk and TCN
- Detail oriented, reliable, energetic, confidential, patient and compassionate
Languages
Languages
English
Native/ Bilingual
French
Native/ Bilingual
Timeline
Tier 1 Supervisor Agent
Bill, Outsourcing
06.2023 - Current
Attendant Care Worker
Traverse Independence
07.2021 - 03.2022
College Diploma - Information Technology,Network And Desktop Support
Centre For Distance Education
Some College (No Degree) - Personal Support Worker
College ESSOR
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