Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Raylene Francis

Channel-Port Aux Basques,NL

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Knowledgeable and dedicated customer service professional with extensive experience in customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

21
21
years of professional experience

Work History

CSR- Customer Service Representative

Xplore Inc.
08.2022 - Current
  • Streamlined communication between departments, ensuring timely resolution of customer concerns.
  • Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
  • Assisted customers with account set-up, enabling smooth transitions into using the company''s products or services.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Handled complex billing issues, ensuring accurate invoicing and prompt resolution of discrepancies.
  • Updated account information to maintain customer records.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Answered constant flow of customer calls with minimal wait times.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Excellent communication skills, both verbal and written.
  • Adaptable and proficient in learning new concepts quickly and efficiently.

CSS - Client Service Specialist

Xplore Inc.
08.2023 - 02.2024
  • Adaptable and proficient in learning new concepts quickly and efficiently.
  • Skilled at working independently and collaboratively in a team environment.
  • Excellent communication skills, both verbal and written.
  • Demonstrated creativity and resourcefulness through the development of innovative solutions.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Responded proactively and positively to rapid change.
  • Assisted with the development of marketing materials targeting prospective clients, showcasing the value of our company''s services.
  • Delivered exceptional customer service through timely responses and personalized follow-up communications.
  • Responded to customer calls and emails to answer questions about products and services.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Developed strong relationships with clients, fostering trust and loyalty through consistent communication and personalized service.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Promptly responded to inquiries and requests from prospective customers.
  • Maintained up-to-date knowledge of product and service changes.

Loyalty (Backup)

Xplore Inc.
06.2023 - 06.2023
  • Met customer call guidelines for service levels, handle time and productivity.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Boosted customer satisfaction levels by resolving issues efficiently and maintaining a courteous demeanor at all times.
  • Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
  • Adaptable and proficient in learning new concepts quickly and efficiently.
  • Consistently met or exceeded performance metrics related to customer satisfaction, call handling time, and issue resolution rates.
  • Increased retention rates through personalized interactions with customers and understanding their needs.
  • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
  • Managed escalated calls professionally, resulting in successful outcomes that retained valued customers.
  • Implemented feedback from supervisor''s coaching sessions to continually improve personal performance as a Loyalty Representative.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.

CSR - Customer Service Specialist

Bank Of Montreal, BMO
07.2013 - 03.2019
  • Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
  • Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Provided primary customer support to internal and external customers.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Responded proactively and positively to rapid change.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Trained new personnel regarding company operations, policies and services.
  • Assisted customers with account set-up, enabling smooth transitions into using the company''s products or services.
  • Updated account information to maintain customer records.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
  • Gained extensive knowledge in data entry, analysis and reporting.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Worked effectively in fast-paced environments.
  • Maintained and managed customer files and databases.
  • Promptly responded to inquiries and requests from prospective customers.

Campus Services Clerk

Northern Lights College - Dawson Creek Campus
05.2011 - 03.2012
  • Promptly received and forwarded incoming communications, such as phone calls, emails, and letters, to appropriate staff.
  • Maintained a professional atmosphere within the office setting through effective communication skills and polished presentation abilities.
  • Assisted with onboarding of new employees.
  • Supported administrative staff with timely completion of daily tasks, ensuring smooth office operations.
  • Routed business correspondence, documents, and messages to correct departments and staff members.
  • Reviewed files, records and other documents to obtain information to respond to requests.
  • Provided quality clerical support through data entry, document management, email correspondence, and overseeing operation of office equipment.
  • Managed incoming calls professionally, directing callers to appropriate personnel or taking detailed messages when necessary.
  • Monitored office supplies and made arrangements for restocking of low-stock items.
  • Increased efficiency by streamlining filing systems and organizing important documents.
  • Reduced errors in data entry by carefully inputting information into computer systems with attention to detail.
  • Input data into spreadsheets and databases.
  • Ensured confidentiality of sensitive documents through proper storage methods and restricted access control implementation.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Strengthened communication skills through regular interactions with others.
  • Gained strong leadership skills by managing projects from start to finish.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Self-motivated, with a strong sense of personal responsibility.
  • Excellent communication skills, both verbal and written.
  • Gained extensive knowledge in data entry, analysis and reporting.

Office Administrator

Dr. Razak Family Clinic
07.2009 - 09.2010
  • Maintained a safe and clean work environment by adhering to infection control policies and performing routine equipment maintenance checks.
  • Aided with prescription refill requests.
  • Scheduled surgeries, managed pre-certifications and verified insurance coverage.
  • Reduced errors in billing and insurance claims processing by maintaining accurate patient records and staying updated on industry regulations.
  • Streamlined medical office operations by implementing efficient scheduling and appointment management systems.
  • Liaised with other healthcare professionals to develop comprehensive patient care plans and provide highest quality of care.
  • Managed appointments, registrations and patient relations in busy Family Clinic office.
  • Oversaw office records and maintained strict document control.
  • Maintained strict confidentiality of sensitive patient data in accordance with applicable laws, regulations, and ethical guidelines.
  • Supported physicians in providing high-quality patient care through effective organization of medical records, lab results, and diagnostic reports.
  • Optimized patient flow within the clinic by coordinating with clinical staff for smooth transition between appointments and procedures.
  • Maintained optimal supply levels by closely monitoring and proactively replenishing supply inventory.

Customer Service Representative

RMH Teleservices
04.2003 - 10.2005
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Trained new personnel regarding company operations, policies and services.
  • Conducted regular quality assurance checks on interactions with customers to ensure agents were meeting established guidelines and standards for service excellence.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded proactively and positively to rapid change.
  • Answered constant flow of customer calls with minimal wait times.

Education

Diploma Medical Office Administration - Medical Office Administrator

College Of The North Atlantic
Channel-Port Aux Basques, NL
06.2009

Skills

  • Work Prioritization
  • Remote Office Availability
  • Transaction Processing
  • Critical Thinking
  • 50 wpm Typing Speed
  • Live chat support
  • Service Upselling
  • Computer Proficiency
  • Microsoft Office Suite
  • Product and service knowledge
  • Call center experience
  • Issue and Complaint Resolution
  • Product Sales
  • Computer Skills
  • Data Entry
  • Administrative and Office Support

Languages

English
Full Professional

Timeline

CSS - Client Service Specialist

Xplore Inc.
08.2023 - 02.2024

Loyalty (Backup)

Xplore Inc.
06.2023 - 06.2023

CSR- Customer Service Representative

Xplore Inc.
08.2022 - Current

CSR - Customer Service Specialist

Bank Of Montreal, BMO
07.2013 - 03.2019

Campus Services Clerk

Northern Lights College - Dawson Creek Campus
05.2011 - 03.2012

Office Administrator

Dr. Razak Family Clinic
07.2009 - 09.2010

Customer Service Representative

RMH Teleservices
04.2003 - 10.2005

Diploma Medical Office Administration - Medical Office Administrator

College Of The North Atlantic

Similar Profiles

CREATE PROFILE
Raylene Francis