Rachel Cormier
Oshawa,Canada
Summary
Seasoned Support Specialist with background in troubleshooting, customer service, and technical support. Strengths include problem solving, team collaboration, and communication skills. Known for delivering high-quality assistance to customers while exceeding expectations. Previous roles resulted in improved client satisfaction and streamlined processes within departments.
Overview
14
14
years of professional experience
Work History
Solutions Support Specialist
Rogers Communications Canada Inc.
04.2011 - 02.2025
- Use excellent personable skills to communicate and relate to frontline agents calling in for assistance
- Provides direct coaching to frontline staff with our systems Maestro, Oneview, V21, SGI and all knowledge-based tools to assist with customer calls involving account inquiries, scheduling connections, deactivations, upgrades and downgrades on all services
- Responsible to keep up to date on current information and abide business procedures and policies with emphasis on educating this information to frontline staff to ensure that all customers receive a positive experience
- Collaborates with members of my team to find resolutions for challenging situations balancing the customers' needs and business needs
- Delivers positive reinforcement to our frontline teams to inspire confidence on each interaction
- Documented customer interactions and contact information into company database.
- Provided guidance to junior members of the team on best practices.
- Completed day-to-day duties accurately and efficiently.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
Customer Service Rep/Admin
Rogers Communications Canada Inc.
04.2011 - 02.2025
- Actively participated in discussions with Management and Technical Support as to options that can be explored to motivate customers to transition to new packages
- Served as a liaison between Rogers and Compton for regular check of defibrillator equipment, office supply orders and any maintenance concerns
- Supported multiple business roles for TV, Internet & Home Phone related to collections, billing support, cable technical support, service activations & changes, customer relations, handling escalations, and dispatch on top of providing excellent customer service
- Processed, analyzed and resolved any errors, and creates deposits in relation to posting payments; cheque, electronic payments made through the bank, over the phone and online, credit card payments
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Answered customer inquiries via phone, email, and chat.
- Developed strong relationships with customers by providing personalized assistance and support.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Promoted available products and services to customers during service, account management and order calls.
Customer Service Consultant - Care/Retention/Loyalty/Ignite/SHM/Employee/Moves/Live Chat
Rogers Communications Canada Inc.
- Connected with customers in person, and over the phone to effectively answer inquires, service issues, billing, payments and equipment returns
- Delivered exceptional customer service by connecting emotionally and building a rapport with customers
- Right-sized customers by promoting appropriate products and services
- Provided accurate and reliable information by consulting Nova/1source for processes and procedures while assisting customers
Education
High School Diploma -
Sir Oliver Mowat
Scarborough, NoneSome College (No Degree) - Early Childhood Care And Education
Centennial College of Applied Arts And Technology
Scarborough, NoneSkills
- Empathy and patience
- Telecommunications
- Customer service
- Customer engagement
Timeline
Solutions Support Specialist
Rogers Communications Canada Inc.
04.2011 - 02.2025
Customer Service Rep/Admin
Rogers Communications Canada Inc.
04.2011 - 02.2025
Customer Service Consultant - Care/Retention/Loyalty/Ignite/SHM/Employee/Moves/Live Chat
Rogers Communications Canada Inc.
High School Diploma -
Sir Oliver Mowat
Some College (No Degree) - Early Childhood Care And Education
Centennial College of Applied Arts And Technology