Shanice Phillip
Experienced Customer Representative and Special Care Counsellor
Longueuil,Quebec
Summary
Dynamic and experienced customer service professional. Productive relationship builder; excels at listening to customer needs and creating solutions that provide value. Highly professional, dependable, reliable, and able to perform duties with minimal supervision.
Overview
8
8
years of professional experience
3
3
years of post-secondary education
Work History
Group Benefits Customer Service Representative
Sunlife
Montreal, Quebec
1 2023 - Current
- Advised customers on required information for claim submissions to progress applications.
- Maintained detailed records of all customer interactions and implemented follow-up actions when necessary.
- Recorded and edit customer information in database.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries about denied claims courteously and professionally.
- Provided exceptional service by consistently addressing customer concerns in a timely and empathetic manner, resulting in increased client satisfaction scores.
Customer Service Representative
Rogers Communications
Montreal, Quebec
11.2016 - 08.2019
- Enhanced customer satisfaction by resolving complex issues promptly and professionally.
- Exceeded first-call resolution targets by actively listening to customers'' concerns and addressing them thoroughly.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and company.
- Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
- Retained customers considering cancellation by addressing their concerns, offering alternative solutions, and showcasing the value of our products and services.
Education
Attestation of College Studies (ACS Or AEC) - Special Care Counselling
Champlain College
Saint-Lambert, QC 02.2021 - 06.2023
High School Diploma -
Access St-Lambert
Saint-Lambert, QC 08.2019 - 12.2019
Skills
Excellent Communication
Problem-solving aptitude
Adaptability and Flexibility
Call center experience
Healthcare Industry Familiarity
Teamwork and Collaboration
Analytical Skills
Organizational Skills
Attention to Detail
Occupationalcharacteristics
- Dynamic and versatile
- Responsive to client needs
- Customer service and good work ethic
- Ability to adapt to change
Languages
English
French
Timeline
Attestation of College Studies (ACS Or AEC) - Special Care Counselling
Champlain College
02.2021 - 06.2023
High School Diploma -
Access St-Lambert
08.2019 - 12.2019
Customer Service Representative
Rogers Communications
11.2016 - 08.2019
Group Benefits Customer Service Representative
Sunlife
1 2023 - Current
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