Shanika Coombs
Markham,ON
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
15
15
years of professional experience
Work History
Service Centre Representative
Foresters Financial
11.2020 - Current
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Updated account information to maintain customer records
- Clarified customer issues and determined root cause of problems to resolve product or service complaints
- Answered customer telephone calls promptly to avoid on-hold wait times
- Explained life insurance policies thoroughly and accurately to customers and insurance agents.
- Updating customer information
- Email/fax various forms and letters
Customer Service Representative
Leon's Furniture
09.2019 - 03.2020
- Answering customer inquiries over phone, face-to-face and via email
- Processing and faxing work orders to technicians
- Submitting part orders to manufacturers
- Solving customers problems/complaints
- Updated account information to maintain customer records
Inbound Customer Service Representative
S&P Data, LLC
04.2015 - 12.2018
- Answering customers general inquiries via telephone and social media
- Providing technical support
- Processing declined payments
- Met customer call guidelines for service levels, handle time and productivity
- Answered phone with friendly greeting to create positive inbound calling experience for customers
- Sought ways to improve processes and services provided
- Followed up with customers about resolved issues to maintain high standards of customer service
- Used ticketing systems to manage and process support actions and requests
Customer Relations Representative
VMedia Inc.
06.2014 - 09.2015
- Signing up customers for TV, Internet and Home Phone service
- Calling customers to up sell and retain
- Answering customers questions via phone, live chat and email
- Receiving calls from customers and answering their inquiries
- Emailing customers on sales and billing
- Processing payments
- Calling customers who are past due
- Followed up with customers about resolved issues to maintain high standards of customer service
- Responded to customer inquiries and provided technical assistance over phone
Outsource Collection Agent
Gatestone Co. & Inc
02.2012 - 06.2014
- Monitored customer accounts for payment delinquency and initiated collection efforts
- Listened to customers and negotiated solutions that met creditor and debtor needs
- Maintained accurate records of customer accounts, payments and payment plans
- Worked with customer to create debt repayment plan based on current financial condition
- Processed payments and applied to customer balances
Customer Service Associate
Miratel Solutions Inc
09.2011 - 02.2012
- Making warm calls to customers to buy tickets for various charity lotteries
- Receiving calls from customers wanting to buy tickets for various charity lotteries
- Updating customer files
- Processing credit card payments.
Telephone Interviewer
Consumer Contact
05.2009 - 01.2011
- Making outbound calls to TD Bank customers to participate in customer satisfaction surveys
- Successfully exceeding quotas
- Dialing over 200 phone numbers a night
- Successfully achieved with company goals.
Education
Certificate - Office Administration
Centennial College School of Business
Scarborough, ON05.2013
High School Diploma -
East York Alternative High School
East York, ON06.2009
Skills
- Call center experience
- CRM software proficiency
- Complaint Handling
- Call Management
- Complaint resolution
- Product and service knowledge
- Data Entry
- Account Updates
Languages
English
Native or Bilingual
Timeline
Service Centre Representative
Foresters Financial
11.2020 - Current
Customer Service Representative
Leon's Furniture
09.2019 - 03.2020
Inbound Customer Service Representative
S&P Data, LLC
04.2015 - 12.2018
Customer Relations Representative
VMedia Inc.
06.2014 - 09.2015
Outsource Collection Agent
Gatestone Co. & Inc
02.2012 - 06.2014
Customer Service Associate
Miratel Solutions Inc
09.2011 - 02.2012
Telephone Interviewer
Consumer Contact
05.2009 - 01.2011
Certificate - Office Administration
Centennial College School of Business
High School Diploma -
East York Alternative High School
Similar Profiles
Drishty BhanotDrishty Bhanot
Investor Service Officer at Foresters FinancialInvestor Service Officer at Foresters Financial
AARSHENA PARMARAARSHENA PARMAR
Customer Service Associate/ Administrative at Foresters FinancialCustomer Service Associate/ Administrative at Foresters Financial
Priyanka UpadhyayPriyanka Upadhyay
Case Manager - Specialty Market at Foresters FinancialCase Manager - Specialty Market at Foresters Financial