Summary
Overview
Work History
Education
Skills
Timeline
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Phylicia Thompson

Mississauga,ON

Summary

Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions.

Overview

8
8
years of professional experience

Work History

Customer Care Associate

Shaw
Mississauga, ON
10.2020 - 11.2024
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Generated reports to track customer interactions and feedback.

Contact Center Representative

TD Bank
Markham, ON
09.2018 - 09.2020
  • Updated [Type] system with order specifics and customer details, preferences and billing information.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Provided technical support to customers on products or services offered by the company.
  • Answered customer inquiries via phone, email and chat.
  • Assisted customers with inquiries and transactions to meet productivity goals and achieve profit growth.

Customer Operations

PointClickCare
Toronto, ON
09.2016 - 09.2018
  • Developed and implemented customer service policies and procedures that improved customer experience.
  • Ensured compliance with applicable laws, regulations, policies, and procedures relating to Customer Operations.
  • Provided feedback to staff regarding their performance in handling customer interactions.

Education

High School Diploma -

Henry Street High School
Whitby, ON
06-2005

Skills

  • Payment Processing
  • Data Entry
  • Email Correspondence
  • Customer Service
  • Database Research
  • Inbound Customer Service
  • Call Documentation
  • Quality Control

Timeline

Customer Care Associate

Shaw
10.2020 - 11.2024

Contact Center Representative

TD Bank
09.2018 - 09.2020

Customer Operations

PointClickCare
09.2016 - 09.2018

High School Diploma -

Henry Street High School

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Phylicia Thompson