MIRIAM CLOUGH
Bowmanville
Summary
Highly accomplished and detailed-oriented professional. Successful at attaining business goals through in-depth analysis, and excelling in time management, through over fifteen years in the customer service field. Currently seeking full-time work in the related fields.
Overview
22
22
years of professional experience
Work History
Trilingual Customer Service Agent
Drive Test Centre s Serco
07.2017 - 07.2020
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Responded to customer calls and emails to answer questions about products and services.
- Assisted customers with French-language inquiries in a timely and professional manner.
- Gained customer trust by providing knowledgeable and accurate information in both English, French and Spanish.
- Provided language translation services for customer service inquiries.
- Maintained and managed customer files and databases.
- Communicated with management when customer issues escalated and worked to find resolutions.
- Met customer service objectives by providing superior customer service to French/Spanish-speaking customers.
- Met all call quality standards and daily quotas for first-call resolution.
- Provide information and assistance related to Driver Examination Service
- Provide support to the Life License qualification Program, Security Guard Testing examination process
- Capture candidate photo conduct and assess vision test to ensure minimum requirements are met
- Closely following and enforcing exam material, validating IDs.
- Investigate problems or errors on the license records, initiate corrections
- The use of CSA Application and Qmactic Computer Software.
Trilingual Customer Service Assoicate
360 Incentives
08.2013 - 06.2017
- Provide excellent customer service; answer inbound, outbound calls, and emails
- Process SA and Consumer’s claims and provides accurate information to clients
- Enter claims on behalf clients when is need it.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer calls and emails to answer questions about products and services.
- Provided product and service recommendations to guide customers on products to meet varying needs.
- Handled billing and payment issues following guidelines, resolving disputes properly.
- Utilized internal software and tools to meet customer needs and resolved issues promptly.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Bilingual Customer Representative
Peg Perego Canada
04.2010 - 07.2013
- Computer processing of refunds, adjustments, credit notes, account’s reconditions, day to day banking, customers account payment, SAP program, maintain daily inventory
- Receive customer complaints and inquiries
- Answer and re-direct incoming emails, phone inquires and voice mail response
- Gained customer trust by providing knowledgeable and accurate information in both English and French.
- Helped improve customer satisfaction by translating customer paperwork and company documentation.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Promoted available products and services to customers during service, account management, and order calls.
- Collaborated with other team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
Bilingual Customer Representative
Reliance Home Comfort
05.2003 - 03.2010
- Provide customer service in the Moves, Billing and Service Departments through the use of Windows, Banner and Solomon Computer Software
- Moved within departments resolves inquiries, close and open account.
- Billing Department – resolves inquiries, provide adjustments.
- Problem resolution through advanced communication skills.
- Ability to maintain high quality assurance and adapt to constantly changing.
- Setup and follow-up appointments and dispatch technicians.
- Maintained and managed customer files and databases.
- Gained customer trust by providing knowledgeable and accurate information in both English and French.
- Responded to customer calls and emails to answer questions about products and services.
- Developed a deep understanding of customer service principles and customer service best practices.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
Customer Service Clerk
Community Center of Cote de Neige
02.1998 - 05.2003
- Responsible for all duties pertaining to the operation of the community center.
- Front - end customer request, inquiries and complains
- Reception and routing of in-coming phone calls
- Daily collection and distribution of mail
- Balance cash/payments and preparation of daily bank deposits.
- Kept front check out area clean and organized for efficient service.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Issued receipts and processed refunds, credits, or exchanges.
Education
Diploma - Commerce and Accounting
Richard Newman
Dipolma - Medical Laboratory Technology
Medix School
Scarborough, Ontario01.2010
Assistant Diploma - Business Administration
The Toronto School of Business
03.2003
Skills
- Customer Service Skills
- Dispute Resolution
- Selling Skills
- Billing Inquiries
- Detailed oriented
- Works well under pressure
- Certified as Customer Service by ICSA and Private Act Training
- Customer Complaint Resolution
- Inbound Call Management
- Database Research
- Administrative and Office Support
- Billing Adjustments and Refunds
- Investigate Claims
- Able to keep calm under pressure
- Call Volume and Quality Metrics
- Highly dependable, efficient, punctual and adaptable
Timeline
Trilingual Customer Service Agent
Drive Test Centre s Serco
07.2017 - 07.2020
Trilingual Customer Service Assoicate
360 Incentives
08.2013 - 06.2017
Bilingual Customer Representative
Peg Perego Canada
04.2010 - 07.2013
Bilingual Customer Representative
Reliance Home Comfort
05.2003 - 03.2010
Customer Service Clerk
Community Center of Cote de Neige
02.1998 - 05.2003
Diploma - Commerce and Accounting
Richard Newman
Dipolma - Medical Laboratory Technology
Medix School
Assistant Diploma - Business Administration
The Toronto School of Business
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