Darwin Etienne
Bilingual Customer Service
Toronto,ON
Summary
Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.
Overview
17
17
years of professional experience
Work History
Customer Care Representative
American Express Canada
02.2008 - Current
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Outbound Sales Representative
American Express Canada
04.2006 - 02.2008
- Made 100 cold calls per day.
- Contacted customers after sales process to drive ongoing customer satisfaction and resolve issues and complaints.
- Utilized innovative sales techniques to upsell products and services.
- Represented company professionally in situations, working through challenging phone calls and cultivating positive interactions by remaining calm and poised.
Education
College Diploma - Business Manementag
Cegep Ahuntsic
Montreal, QC06.1997
Skills
- Trained in Salesforce
- Order and Refund Processing
- Training and Development
- Verifying Coverage
- Customer Retention Strategies
- Outbound Collection Calling
- Understanding Customer Needs
- Investigate Claims
- Collaborative Environments
- Customer Data Confidentiality
- Data Integrity
- Calm and Professional Under Pressure
Timeline
Customer Care Representative
American Express Canada
02.2008 - Current
Outbound Sales Representative
American Express Canada
04.2006 - 02.2008
College Diploma - Business Manementag
Cegep Ahuntsic
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