Rachel Frimpong
Brampton,ON
Summary
Proven Customer Service Specialist with a track record at Rogers Communications, adept in problem-solving and critical thinking. Excelled in enhancing customer loyalty and reducing churn rates by leveraging exceptional customer relations and computer proficiency. Achieved notable customer satisfaction improvements through effective conflict resolution and strategic retention plans.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Rogers Communications
Brampton, ON
06.2013 - 06.2015
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Retention Specialist
Vonage
Mississauga, ON
04.2007 - 10.2010
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
- Negotiated contract renewals, securing continued business partnerships with satisfied clients.
- Developed strong relationships with key accounts, ensuring ongoing satisfaction and long-term commitment.
- Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
- Reduced churn rates by identifying at-risk customers and crafting personalized retention plans.
Education
Bachelor Of Social Work - Social Services
Laurentian University
Greater Sudbury, ONDiploma - Social Service Worker
Sheridan College Institute of Technology And Advanced Learning
Mississauga, ON06.2024
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Customer Relations
- Call center experience
Languages
English
Full Professional
Timeline
Customer Service Representative
Rogers Communications
06.2013 - 06.2015
Retention Specialist
Vonage
04.2007 - 10.2010
Bachelor Of Social Work - Social Services
Laurentian University
Diploma - Social Service Worker
Sheridan College Institute of Technology And Advanced Learning