Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Sara Leung

Markham

Summary

Professional with strong background in customer interactions and service solutions. 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

19
19
years of professional experience

Work History

Customer Service Representative

Paymentus Corporation
08.2022 - Current
  • Answer inbound calls around 50-100 calls daily and follow companies four minute average handle time.


  • Intiate payments for customers using account number or previous confirmation number. Verify customer's name, phone number and address.


  • Take payments for customers from credit card, debit card and electronic check by following PCI Compliance guidelines.


  • Ask customers for permission before processing payment and provide confirmation number.
  • Answer questions or concerns from billers or customers by responding through email within two hour time frame.


  • Send negative file removal request to the correct department and advise billers it will take three to five days for the removal process to complete.


  • Send follow up emails every two days, two follow up emails to customers and three follow up emails to billers to see if further assistance is needed.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.
  • 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.
  • Every month score card for call scores and case scores are 90%-100%.
  • Every month quiz score are 80%-100%.

Data Entry Clerk

Futuretel Service Centre
06.2015 - 08.2022
  • Completed 100-200 data entries per day with accuracy and efficiency.
  • Enter in data entry information from cellphone or accessories. Enter in the cell phone brand, the IMEI and description of the issue.
  • Print out the data entry description, wrap it around the cell phone or accessories and put it into bin for technicians.
  • Send email everyday to Telus for any IMEI discrepancies and print out correct information provided.
  • Reduced errors in data entry by diligently reviewing and cross-checking information.

Cineplex

Cast Member
11.2008 - 09.2015
  • Collected payments at box office and concession stands by using cash register.
  • Checked system for seat availability and provide customers the best available seats.
  • Provided customers with information of chosen show or upcoming releases.
  • Organize, stock and replenish merchandise before opening and throughout the day.
  • Worked effectively in fast-paced environments.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Worked flexible hours across night, weekend, and holiday shifts.
  • Follow closing shift guidelines by cleaning all necessary items and machines.
  • Trained and mentor new box office attendes by using knowledge and skills.

McDonalds

Cashier
10.2006 - 11.2008
  • Delivered high level of customer service to patrons using listening and engagement skills.
  • Collect payments using cash register and provided customers with accurate change.
  • Scanned merchandise using point of sale system for accurate purchase totals.
  • Learned roles of other departments to provide coverage and keep store operational.
  • Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Trained new staff members for cash register operations and stock procedures.

Education

High School Diploma -

Middlefield Collegiate Institute
Markham, ON

Skills

  • Excellent customer service
  • Friendly
  • Good listener
  • Patient
  • Organized
  • Efficient time management

Languages

English
Full Professional
Cantonese
Professional Working

Timeline

Customer Service Representative

Paymentus Corporation
08.2022 - Current

Data Entry Clerk

Futuretel Service Centre
06.2015 - 08.2022

Cineplex

Cast Member
11.2008 - 09.2015

McDonalds

Cashier
10.2006 - 11.2008

High School Diploma -

Middlefield Collegiate Institute

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Sara Leung