Rebecca Gallagher
PSW
Whitby,ON
Summary
Accomplished Customer Service Representative and Manager with a proven track record at Rogers Communications and Claire De Lune. Excelled in critical thinking and relationship building, enhancing customer satisfaction and loyalty. Recognized for active listening and effective dispute resolution, significantly improving team performance and customer service delivery.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Rogers Communications
02.2012 - 05.2024
- 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 rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Participated in training programs to enhance product knowledge and customer service skills.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
Manager
Claire De Lune
11.2009 - 02.2012
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
Education
Certificate - PSW
Archbishop Anthony Meagher
Ajax, ON03-2025
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Relationship building
- Customer satisfaction measurement
- Call center operations
Certification
- First Aid Certification
- CPR/AED Certification
- Ontario Driver's License
- Gentle Persuasive Approaches (GPA) 2025
- Ostomy Care, Hollister, 2024
- WHMIS, AixSaftey, 2024
- And More...
Timeline
Customer Service Representative
Rogers Communications
02.2012 - 05.2024
Manager
Claire De Lune
11.2009 - 02.2012
- First Aid Certification
- CPR/AED Certification
- Ontario Driver's License
- Gentle Persuasive Approaches (GPA) 2025
- Ostomy Care, Hollister, 2024
- WHMIS, AixSaftey, 2024
- And More...
Certificate - PSW
Archbishop Anthony Meagher
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