Sarah Shore
London,ON
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
8
8
years of professional experience
Work History
Customer Support Specialist
Raise Limited - Provincial Vaccine Contact Centre
2021.06 - 2024.02
- Demonstrated active listening skills, and empathetic responses to customer concerns.
- Managed high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally while also following Ministry of Health directives and adhering to the Public Health Information and Privacy Act (PHIPA.)
- Consistently exceeded all metric expectations, from call length, hold times and adherence to my schedule. Most call reviews scored 100%
- Diagnosed and troubleshot hardware, software and network issues independently as much as possible.
Customer Service Representative - Retention
The Bradford Exchange
2019.09 - 2021.02
- 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.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- 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.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Administrative Assistant
Continental Home Improvements
2016.03 - 2019.08
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
- Processed customer orders accurately and within agreed timeframes to meet service standards.
- Performed research to collect and record industry data. In the renovation industry this meant keeping abreast of current government grants, new products and design trends.
- Was responsible for setting sales quote appointments. I followed up on leads from Home Shows, reached out to past customers, and also did cold calling.
Education
Diploma - Television News And Broadcast Journalism
Fanshawe College of Applied Arts And Technology
London, ON05.2011
Master of Arts - History
University of Western Ontario
London, ON05.2010
Bachelor of Arts - History
University Of Toronto
Toronto, ON05.2008
Skills
- Assertiveness
- Organization
- Complaint Handling
- Problem-solving abilities
- Active Listening
- Call center experience
- Conflict Resolution
- Computer Proficiency
- Scheduling
- Payment Processing
- Research
- Sales closing
Timeline
Customer Support Specialist
Raise Limited - Provincial Vaccine Contact Centre
2021.06 - 2024.02
Customer Service Representative - Retention
The Bradford Exchange
2019.09 - 2021.02
Administrative Assistant
Continental Home Improvements
2016.03 - 2019.08
Diploma - Television News And Broadcast Journalism
Fanshawe College of Applied Arts And Technology
Master of Arts - History
University of Western Ontario
Bachelor of Arts - History
University Of Toronto
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