REIYA
Scarborough,ON
Summary
Proven track record in enhancing customer satisfaction and streamlining operations, as demonstrated at Blue Cross with expert use of Salesforce and active listening. Specializes in creative problem-solving and computer proficiency, significantly improving client relations and operational efficiency. Results-driven Customer Representative known for high productivity and efficient task completion. Specialize in client relationship management, conflict resolution, and sales strategy development. Excel in communication, adaptability, and problem-solving to enhance customer satisfaction and drive sales growth.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Sales Representative
Blue Crtoss
Etobicoke, Ontario
07.2023 - Current
- Explained coverage options to potential policyholders, answering questions or concerns.
- Strategized long-term business objectives by assessing customer feedback for direction on process improvements.
- Reviewed insurance policies to ensure compliance with existing regulations.
- Advised customers on necessary documents needed for international travel such as passport applications or visa requirements.
- Managed financial transactions related to travel bookings, including invoicing and payments.
- Achieve expert working knowledge of our products, meet set KPI targets, and complete tasks in a timely and effective manner.
- Communicate customer-reported issues internally, and triage them to the correct team.
- Developed reports and dashboards in Salesforce to provide insights into customer behavior and sales performance.
- Configured workflows in the CRM system to automate routine tasks such as follow-up emails or lead scoring activities.
Customer Support Associate
CONVERA
12.2022 - 06.2024
- Handling incoming telephone calls and emails from both internal and external customers regarding both pre- and post-payment queries, in accordance with agreed SLAs and quality standards.
- Ensure that all relevant information is input accurately and completely into SFDC, and is updated each time an action is carried out relating to that client.
- Provide transaction monitoring, frequent reporting, or a dedicated point of contact for agreed clients, as directed by the Customer Support Team Leader.
- Update cases and clients regularly, in accordance with agreed SLAs.
- Act as a conduit (bridge) between Sales, the client, and Operations.
- Maintains focus on personal and team goals; all incoming calls are handled within SLAs, and all agreed callback timeframes to customers are adhered to.
- Offer support and advice to internal and external clients, responding to queries within the agreed SLA.
- Play a key role in ensuring that user feedback is shared among the wider CS team and the company, and act as an advocate for evolving customer needs.
Customer Care Advisor
Scotiabank
04.2021 - 09.2022
- Using knowledge of products and services to lead interactions with Canadian Banking customers to offer them valuable advice.
- Taking Inbound phone calls, from customer and branches, to provide useful information and ensure customers are satisfied with our products and services.
- Excel at identifying customer banking needs, providing customized solutions by using accessible resources, and navigating through multiple systems.
- Working directly with customers to effectively address and resolve support tickets, issues, and questions through phone, chat, and email, prioritizing the most impactful issues and tasks in a professional, empathetic, and timely manner.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Educated clients on account services, and resolved client inquiries regarding statement information and account balances.
- Helped a large volume of customers every day with a positive attitude and a focus on customer satisfaction.
- Responded to customer needs through competent customer service, and prompt problem-solving.
- Addressed customer complaints and mitigated dissatisfaction by employing timely, on-point solutions.
Technical Associate Relations
HGS
03.2020 - 03.2021
- Provide first-level contact and problem resolution by responding to telephone calls, communicate in a timely and professional manner
- Resolve as many user-reported problems as expertise permits, using available tools and following procedures and policies for the handling of support cases on a daily basis.
- Identify trends and usage patterns for the purpose of identifying network events that may require escalation.
- Document help desk tickets, resolutions, and escalate problems as appropriate, following Help.
- Managing and troubleshooting email platforms, including Outlook and Gmail, assist users with configuration, connectivity, and general email-related issues.
- Monitoring and accurately logging/documenting problems to ensure timely resolution and/or follow-up for information.
- Passionately provide technical support, and build rapport with a variety of customers and their changing technical requirements.
- Handle inquiries about repair, replacement, technical problem resolution, and connectivity.
Technical Support Representative
Gatestone & Co. Inc
02.2019 - 03.2020
- Delivered exceptional account service to strengthen customer loyalty
- Provided on-call support for critical issues
- Identified and solved technical issues with variety of diagnostic tools
- Managed customers' expectations and experience to high degree of customer satisfaction
- Assist help desk analysts & other departments as needed
- Answered telephone calls promptly and minimized delays that could lead to abandoned calls
- Maintain current knowledge of industry trends, concepts, practices & procedures
- Maintained visually appealing and effective displays for the entire store
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Educated customers on product and service offerings
Customer Service Representative
Tim Hortons
03.2017 - 09.2018
- Offered exceptional, to differentiate and promote the company brand
- Kept the store clean and maintained neat, orderly product displays
- Built customer confidence by actively listening to their concerns and giving appropriate feedback
- Welcomed customers into the store and helped them locate items.
- Wiped, sanitized, and maintained floors, facility, and equipment to adhere with company standards and procedures
- Maintained clean and attractive product displays to entice customer purchases
- Produced food and drink products that adhered to company quality and quantity standards
- Checked prices for customers and processed items sold by scanning barcodes
- Processed POS transactions, including checks, cash and credit purchases or refunds.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
Education
Post-Graduate Diploma - Business Administration
Georgian College of Applied Arts And Technology
Barrie, ON12.2018
Skills
- Excellent Customer Service
- Active Listening
- Creative Problem Solving
- Computer Proficiency
- Friendly and Patient
- Cisco AnyConnect and Salesforce
- Remote Support Management
- Microsoft Windows and Office
- Account Management
Certification
- Dispatcher,Rai Dispatch Training - [2 months]
References
References available upon request.
Timeline
Customer Sales Representative
Blue Crtoss
07.2023 - Current
Customer Support Associate
CONVERA
12.2022 - 06.2024
Customer Care Advisor
Scotiabank
04.2021 - 09.2022
Technical Associate Relations
HGS
03.2020 - 03.2021
Technical Support Representative
Gatestone & Co. Inc
02.2019 - 03.2020
Customer Service Representative
Tim Hortons
03.2017 - 09.2018
Post-Graduate Diploma - Business Administration
Georgian College of Applied Arts And Technology
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