Sarah Colangelo
Markham,ON
Summary
I'm experienced in customer service with over 20 years of efficiently handling both customer and employer needs. An excellent reputation for resolving problems and improving customer satisfaction. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Attentive and dedicated to providing reliable support and sound organization strategies. To seek and maintain a position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Remains calm under pressure to deliver clear instructions for timely action. Minimizes conflicts and confusion by maintaining excellent rapport with people of diverse personality types. Enthusiastic and eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
24
24
years of professional experience
Work History
Business Equipment Migration Representative
Rogers Business
12.2022 - Current
- Spearheaded technology migration projects to upgrade legacy systems in line with industry best practices and regulatory requirements.
- Facilitated smooth transitions during technology upgrades by providing hands-on assistance to end-users throughout migration processes.
- Supported technology upgrades by assisting in the migration of data between software platforms while maintaining data integrity throughout the process.
- Supported users during technology migration projects, ensuring a smooth transition with minimal disruption to their daily workflows.
- Drove technology migration initiatives successfully, minimizing disruptions to ongoing operations while maximizing benefits from updated platforms or tools.
- Spearheaded technology migration efforts, ensuring seamless transition with minimal downtime or disruption to users.
Emergency Road Service Dispatcher
CAA
Markham
10.2004 - 08.2013
- Managed complex situations calmly and professionally, maintaining clear lines of communication with all parties involved in an emergency response effort.
- Reduced call abandonment rates by effectively managing high call volumes during peak hours.
- Enhanced response times by efficiently prioritizing emergency calls and determining appropriate resources.
- Provided customers with estimated time of arrival for service providers
- Addressed questions, problems or requests for service or equipment.
- Responded promptly to customer inquiries while maintaining a professional demeanor at all times.
- Provided exceptional customer service to distressed callers while obtaining necessary details for appropriate action.
Customer Service Representative
American Express
08.2001 - 07.2004
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded proactively and positively to rapid change.
Receptionist Administrator
Cachet Family Physicians
, ON
06.2000 - 06.2001
- Scheduled appointments for clients, customers, and other visitors.
- Performed data entry tasks into various computer systems accurately and promptly.
- Answered incoming calls, took messages, and transferred calls to appropriate departments or personnel.
- Assisted in maintaining office supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing orders for supplies; verifying receipt of supplies.
- Managed all incoming mail distribution, courier services, faxes, and photocopying documents as requested.
Education
High School Diploma -
Markham District High School
Skills
- Call center experience
- Critical Thinking
- Customer Relations
- Problem Resolution
- Data Entry
- Conflict Resolution
- Computer Proficiency
- Complaint Handling
- Complaint resolution
- Professional telephone demeanor
- Call Center Operations
- Administrative Support
- Documentation
- Prioritization
- Customer Relationship Management (CRM)
- Quality Control
- Order Fulfillment
- Service Upselling
- Process Optimization
- Assertiveness
- CRM software proficiency
- Call Management
- Account updating
- Inbound and Outbound Calling
- Product Knowledge
- Customer Service
- Clerical Support
- Typing proficiency
- High-energy attitude
- Microsoft Office expertise
- Product Sales
- Dispute Resolution
Timeline
Business Equipment Migration Representative
Rogers Business
12.2022 - Current
Emergency Road Service Dispatcher
CAA
10.2004 - 08.2013
Customer Service Representative
American Express
08.2001 - 07.2004
Receptionist Administrator
Cachet Family Physicians
06.2000 - 06.2001
High School Diploma -
Markham District High School
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