Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Pearl Weeks

Riverview,NB

Summary

Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.

Overview

26
26
years of professional experience

Work History

Customer Service Representative

Concentrix
Riverview, NB
02.2014 - Current
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Fielded customer complaints and queries, fast-tracking them for problem resolution.
  • Documented customer correspondence in CRM to track requests, problems and solutions.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Processed documentation and troubleshot discrepancies to build client rapport.
  • Answered incoming telephone calls to provide store, products, and services information.
  • Explained benefits, features and recommendations to maximize client retention.
  • Reviewed account and service histories to identify trends and resolve issues.
  • Set up and activated customer accounts.
  • Answered customer questions and addressed concerns resulting in reduction in customer complaints.

Customer Service Representative

ICT GROUP/SYKES
Riverview , NB
02.2000 - 01.2014
  • Monitored dispatch board and adjusted call priorities regularly based on caller needs.
  • Recorded results of service calls to create report summaries for senior management.
  • Reported delays, accidents or other traffic and transportation situations.
  • Investigated and resolved customer and vendor issues to retain business.
  • Identified locations and needs of callers to accurately send assistance.
  • Kept detailed and updated records of calls in physical and electronic databases.
  • Answered customer requests with information about product availability, shipping information and status updates.

Education

Executive Office And Computer Applications/Legal Assistant Diploma - Office Administration

CompuCollege School of Business
Charlottetown, PE
12.1995

Bachelor of Arts - Anthropology

University of Prince Edward Island
Charlottetown, PE
05.1994

High School Diploma -

Bluefield High School
Hampshire, PE
06.1987

Skills

  • Call Documentation
  • Creative Problem Solving
  • Upbeat and Positive Personality
  • Credit Card Payment Processing
  • Courteous with Strong Service Mindset
  • Building Customer Trust and Loyalty
  • Order and Refund Processing

Languages

English
Full Professional

Timeline

Customer Service Representative

Concentrix
02.2014 - Current

Customer Service Representative

ICT GROUP/SYKES
02.2000 - 01.2014

Executive Office And Computer Applications/Legal Assistant Diploma - Office Administration

CompuCollege School of Business

Bachelor of Arts - Anthropology

University of Prince Edward Island

High School Diploma -

Bluefield High School
Pearl Weeks