Hi, I’m
Samantha Forrest
Summary
Motivated and empathetic soon-to-be graduate in 911 and Call Centre Communications at Durham College, with hands-on experience in active listening and crisis intervention. Demonstrated skills in de-escalation, critical thinking, and effective communication in high-pressure situations. Committed to providing professional and compassionate support in emergency and call center environments.
Overview
3
years of professional experience
Work History
Ontario Listener Society of Ontario
Call Center Representative
09.2024 - Current
Job overview
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Met customer call guidelines for service levels, handle time and productivity.
Sales Associate, Keyholder
06.2023 - Current
Job overview
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Engaged with customers to build rapport and loyalty.
- Answered customer questions about sizing, accessories, and merchandise care.
Gas Station Attendant
01.2022 - 08.2022
Job overview
- Ensured accurate cash handling and maintained a balanced register at the end of each shift.
- Successfully deescalated challenging situations involving unhappy or irate customers through active listening skills coupled with problem-solving abilities.
- Checked customer identification for alcohol, cigarette, and lottery sales.
- Collaborated with team members for smooth shift transitions, maintaining operational continuity throughout the day.
- Enhanced customer satisfaction by providing prompt and friendly service during all transactions.
- Handled customer inquiries and resolved issues promptly, ensuring repeat business.
- Completed daily paperwork accurately, streamlining administrative processes for management review.
- Monitored store security measures, contributing to a safe atmosphere for both employees and customers.
Education
Durham CollegeOshawa
Diploma from 911 Call Center Communications
04-2025
University Overview
- Honour Roll, 2024, 2025
Markham District High SchoolMarkham, ON
High School Diploma
06-2020
Skills
- Analytical Problem Solving
- Customer support
- Accurate Data Entry
- Effective Verbal Communication
- Problem Solving
- Call center operations
- Customer Engagement
- Responding to Inquiries
- Efficient Transaction Processing
- Composed Demeanor
- Establishing Connections
- Customer service optimization
- Technical Problem Solving
- Documentation and reporting
- Clear Telephone Communication
Timeline
Call Center Representative
Ontario Listener Society of Ontario
09.2024 - Current
Sales Associate, Keyholder
06.2023 - Current
Gas Station Attendant
01.2022 - 08.2022
Durham College
Diploma from 911 Call Center Communications
Markham District High School
High School Diploma
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