Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Princess Narag

Summary

Organized and reliable candidate who successfully manages multiple priorities with a positive attitude. Willingness to take on additional responsibilities to achieve team goals.

Overview

15
15
years of professional experience

Work History

Customer Service Sales Specialist

TELUS Communications
2019.09 - 2023.09
  • Enhanced customer satisfaction by addressing and resolving complex issues promptly.
  • Boosted sales revenue by identifying customer needs and recommending appropriate products.
  • Developed strong client relationships for increased loyalty and repeat business.
  • Streamlined operations by implementing efficient customer service processes and procedures.
  • Collaborated with cross-functional teams to ensure seamless communication and customer support in a timely manner.
  • Reduced response times by efficiently managing high volume of inbound calls, emails, and chats.
  • Promoted new products and services to existing customers, driving revenue growth and satisfaction.
  • Handled customer inquiries and high volume calls to solve billing and ordering problems, independently resolving 100% of issues.
  • Improved team performance with ongoing training, coaching, and feedback sessions.
  • Determined customer needs and interests to recommend home, mobility and security products to customers.
  • Informed customers of promotions to increase sales productivity and volume.
  • Maintained current knowledge of evolving changes in marketplace.
  • Created personalized solutions for each customer inquiry while ensuring adherence to company policies and guidelines for quality assurance purposes.
  • Delivered superior customer service to retain existing customers and attract future customers.

Customer Retention Specialist

Telus Communications
2018.08 - 2019.09
  • Enhanced customer satisfaction by addressing and resolving complex issues promptly.
  • Reduced churn rate by developing personalized retention strategies for high-risk clients.
  • Implemented targeted outreach campaigns to re-engage inactive customers and boost repeat business.
  • Collaborated with cross-functional teams to improve product offerings based on customer feedback.
  • Analyzed client usage patterns to identify potential churn risks and implement proactive measures.

Front Office Customer Service

Telus Communications
2018.06 - 2018.09
  • Trained junior team members, boosting overall department performance and service quality levels.
  • Maintained a high level of professionalism while handling sensitive customer information, ensuring privacy and confidentiality.
  • Developed strong relationships with clientele through excellent communication skills and genuine attentiveness to their needs.
  • Provided basic troubleshooting for telephone, television and internet products


Client Case Manager

Telus Communications
2016.05 - 2018.06
  • Improved client satisfaction by providing personalized case management and tailored support services.
  • Enhanced service delivery for clients through effective coordination with interdisciplinary team members.
  • Streamlined case documentation, maintaining accurate records of client interactions and progress.
  • Developed individualized care plans, addressing clients'' unique needs and goals for improved outcomes.
  • Reduced response times by efficiently managing high volume of inbound calls, emails, and chats.
  • Reduced response times by efficiently managing high volume of inbound calls, emails, and chats.
  • Provided exceptional after-sales support to retain customers and enhance overall experience with the brand.
  • Worked with cross-functional teams to facilitate swift resolution of escalated issues.

Collections Representative

Telus Communications
2014.04 - 2016.05
  • Improved collections efficiency by implementing strategic negotiation techniques and customer service skills.
  • Enhanced client satisfaction with timely resolution of disputes and clarification of billing issues.
  • Maintained accurate records of all collection activities, ensuring compliance with company policies and industry regulations.
  • Negotiated to collect balance in full.
  • Achieved performance goals on consistent basis.
  • Resolved challenging situations with friendly but firm strategies.
  • Processed payments and applied to customer balances.
  • Worked in call center environment handling manual and automatically dialed outbound calls.
  • Maintained high volume of calls and met demands of busy and productive group.
  • Used probing techniques to determine debtors' reasons for delinquency.

Call Answer Agent

Telus Communications
2011.08 - 2014.04

• Answering inbound calls and making outbound calls in a high volume and fast paced

environment

• Working under high pressure to meet/ exceed established targets

  • Assisted callers with special needs by utilizing TTY equipment and other specialized resources.
  • Handled high-stress situations calmly and effectively, ensuring that each caller received prompt attention and support.
  • Completed ongoing training programs to stay current on industry best practices and advancements in telecommunications technology.
  • Proactively identified opportunities for process improvements within the 411 operation center, contributing ideas that led to increased efficiency.
  • Navigated multiple databases simultaneously with ease while speaking with callers on the phone, enabling quick retrieval of requested information without delay.
  • Accessed number directories to provide relevant information to callers.
  • Completed and forwarded forms for listing corrections, incidents and emergency calls to correct personnel.
  • Managed high volume of incoming calls from customers, providing outstanding customer service to callers.

Residential Care Aide

Private Setting
2008.12 - 2011.08
  • Improved patient's quality of life by providing compassionate care and assistance with daily living activities.
  • Enhanced patient comfort through meticulous attention to personal hygiene and grooming needs.
  • Ensured safety and well-being by conducting regular room checks, bed positioning, and vital sign monitoring.
  • Maintained detailed documentation of patient observations, behaviors, and progress toward goals.
  • Facilitated smooth communication between patient, family members, and healthcare professionals by serving as a liaison.
  • Reduced fall risks with careful observation, mobility assistance, and proper use of adaptive equipment.

Education

Residential Care Aide Diploma

Pacific Coast Community College
Vancouver, BC
12.2008

Associate of Arts -

North Seattle Community College
Seattle, WA
06.2006

Skills

  • CRM Software
  • Call Center Experience
  • Product Knowledge
  • Payment Processing
  • Upselling
  • Appointment Setting
  • Salesforce Proficiency
  • Order Processing
  • Effective Communication
  • Adaptability
  • Customer Retention
  • Cross-selling

Timeline

Customer Service Sales Specialist

TELUS Communications
2019.09 - 2023.09

Customer Retention Specialist

Telus Communications
2018.08 - 2019.09

Front Office Customer Service

Telus Communications
2018.06 - 2018.09

Client Case Manager

Telus Communications
2016.05 - 2018.06

Collections Representative

Telus Communications
2014.04 - 2016.05

Call Answer Agent

Telus Communications
2011.08 - 2014.04

Residential Care Aide

Private Setting
2008.12 - 2011.08

Residential Care Aide Diploma

Pacific Coast Community College

Associate of Arts -

North Seattle Community College
Princess Narag