Sandra Thompson
Edmonton,AB
Summary
Highly motivated and dedicated mature student with a strong commitment to academic excellence and lifelong learning. Possesses a diverse background with extensive experience in various professional settings, demonstrating adaptability and resilience. Proven ability to manage multiple responsibilities effectively while maintaining a focus on achieving educational goals. Excellent communication and interpersonal skills, with a track record of working collaboratively in team environments. Seeking to leverage life experiences and academic pursuits to contribute positively to the school community and achieve personal and professional growth Client service professional with a robust background in delivering high-quality support and fostering client relationships. Known for reliability and adaptability in dynamic environments. Proficient in communication and team collaboration, consistently achieving positive outcomes.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Client Service Representative
Telus Communications
05.2014 - 03.2024
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Coordinated with operations staff to resolve service problems and boost client satisfaction.
- Maintained accurate record-keeping with proactive attention to client information updates.
- Enhanced client satisfaction by addressing inquiries and resolving issues promptly.
- Delivered outstanding customer service by maintaining a professional demeanor during high-pressure situations.
- Developed strong relationships with clients through proactive outreach and regular check-ins on progress and satisfaction.
- Consistently met or exceeded performance metrics while juggling multiple tasks effectively under tight deadlines.
- Collaborated with other departments to develop ways to increase customer satisfaction.
- Handled sensitive client information with discretion, ensuring confidentiality at all times.
- Participated in regular meetings with management to discuss performance goals, strategies for improvement, and ongoing challenges faced by the team.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Investigated and resolved customer inquiries and complaints quickly.
- Organized relevant documentation for each client interaction, ensuring a thorough understanding of client needs and facilitating seamless handoffs between team members.
- Assisted clients with navigating online platforms and tools, enhancing their overall experience with the company''s resources.
- Increased customer retention rates through personalized follow-ups and timely resolution of concerns.
- Educated customers about billing, payment processing and support policies and procedures.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Self-motivated, with a strong sense of personal responsibility.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
Service Delivery Coordinator
Cable and Wireless Jamaica (Now FLOW)
10.1995 - 05.2013
- Coordinated with cross-functional teams for successful project completion, ensuring timely and quality services.
- Resolved issues relating to delays and parts to maintain satisfaction.
- Checked paperwork for completion and followed up to obtain additional details.
- Identified areas of improvement in service delivery processes, implementing changes that led to increased efficiency.
- Directly interacted with customers to deliver mail, packages, and ordered goods.
- Sorted and placed mail into mailboxes and post office boxes with high levels of accuracy.
- Communicated customer complaints, requests, and feedback to company management for swift resolution.
- Obtained receipts and signatures for confirmation of delivered goods.
- Worked closely with sales teams to ensure seamless transition from contract signing to project initiation.
- Maintained detailed records of all projects and their progress, enabling accurate reporting and forecasting for future workloads.
- Collaborated with team members to develop innovative solutions for complex client requirements, resulting in customized service offerings.
Education
No Degree - Accounting And Payroll
Eastern College
06-2025
Skills
- Excellent communication and interpersonal skills
- Adaptable
- Ability to work well under pressure
- Ability to meet deadlines
- Ability to work effectively with a team
- Ability to work independently
- Ability to take initiative
- Accuracy and attention to detail
- High Degree of Customer Sensitivity
- Service-oriented
- Honest
- Trustworthy
- Ability to manage and work across multi-functional teams
- Good knowledge of Google Suite
- Good knowledge of Microsoft Word
- Good knowledge of Excel
- Good knowledge of Power Point
- Ability to communicate effectively both orally and in writing
- Ability to collect, collate, record and analyze data
- Effective time management skills
- Task oriented
- Knowledge of SAP Procurement/Financial
- Customer Focus
- Call center experience
- Customer Support
- Follow-up skills
- Customer Education
- Escalation management
- Teamwork and Collaboration
- MS Office
- Computer Skills
- Inbound Call Management
Certification
- Professional applications and related certifications
- Training courses that pertain to the requirement
Languages
French
Elementary
Accomplishments
- Resolved product issue through consumer testing.
Interests
- DIY and Home Improvement
- I enjoy helping others and giving back to the community
- Participating in local clean-up initiatives
- Gardening
- Learning new cooking techniques and expanding my culinary skills
Timeline
Client Service Representative
Telus Communications
05.2014 - 03.2024
Service Delivery Coordinator
Cable and Wireless Jamaica (Now FLOW)
10.1995 - 05.2013
- Professional applications and related certifications
- Training courses that pertain to the requirement
No Degree - Accounting And Payroll
Eastern College
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