Hi, I’m
Shannon Miller
Bowmanville,ON
Summary
Dynamic customer service professional with extensive call center experience at Sykes Call Center, adept at conflict mediation and relationship building. Proven track record in enhancing customer satisfaction and retention through effective problem resolution and empathetic communication. Skilled in payment processing and CRM software, consistently delivering exceptional service and fostering brand loyalty.
Overview
9
years of professional experience
Work History
Sykes Call Center
ROGERS Wireless and Billing Customer Care Agent
12.2009 - 05.2016
Job overview
- Adhered strictly to data protection guidelines, ensuring that the confidential information of customers was treated with utmost respect and diligence throughout all interactions.
- Improved first-call resolution rates through thorough research of complex cases before escalating them to higher-level support teams.
- Provided empathetic assistance to distressed customers, demonstrating genuine concern for their needs and fostering brand loyalty.
- Built rapport with clients, resulting in increased customer loyalty and positive feedback.
- Developed strong relationships with key accounts, leading to increased client retention rates.
- Enhanced customer satisfaction by addressing and resolving issues promptly and professionally.
- Contributed towards a positive working environment by actively supporting colleagues during busy periods or when faced with challenging situations.
- Assisted call-in customers with questions and orders.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Logged call information and solutions provided into internal database.
- Met customer call guidelines for service levels, handle time and productivity.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
CBV Collection Services
Collections Agent
09.2007 - 02.2009
Job overview
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Processed payments and applied to customer balances.
- Maintained high volume of calls and met demands of busy and productive group.
- Negotiated to collect balance in full.
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Managed past due collection calls, skip tracing, outside collections agency coordination and litigation activities.
- Persistently reached out to customers with extremely past due accounts to recover lost revenue.
- Maintained strict compliance with all federal, state, and company regulations during each step of the collections process.
- Negotiated with account holders to devise repayment plans and minimize collections receivables.
- Promoted a positive work environment by contributing innovative ideas for process improvement within the team.
- Used probing techniques to determine debtors' reasons for delinquency.
- Worked with customer to create debt repayment plan based on current financial condition.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
- Processed debtor payments and updated accounts to reflect new balance.
- Analyzed customer financial records to determine appropriate payment plan.
Education
Anthony Meager Catholic Continuing Education CenterOshawa, ON
Personal Support Worker Certification Program from Personal Support Worker
03.2015
University Overview
- Safety and Mobility:Covers techniques for safe handling, transferring, and assisting clients with mobility, as well as emergency procedures.
- Body Systems:Provides an understanding of the human body's systems and how they function, which is essential for recognizing and responding to client needs.
- Abuse and Neglect:Covers recognizing and reporting signs of abuse and neglect, and understanding the importance of client safety and well-being.
- Cognitive Impairment, Mental Health Issues & Brain Injuries:Covers the specific needs of clients with cognitive impairments, mental health conditions, and brain injuries.
- Health Conditions:Provides an overview of various health conditions and how to provide appropriate care.
- Nutrition and Hydration:Provides knowledge about healthy eating habits and the importance of hydration for maintaining client health
Skills
- Call center experience
- Payment processing
- Typing speed
- Escalation management
- Customer relationship management
- Conflict mediation
- Relationship building
- Billing coordination
- Order processing
- Customer relations
- Customer service
- Time management
- Inbound customer service
- Adaptability and flexibility
- Verbal and written communication
- Problem resolution
- Phone etiquette
- Data entry
- Product knowledge
- Quality assurance
- Upselling techniques
- Database research
- Punctuality and reliability
- Point-of-sale system
- Call logging
- Security verification
- Customer account management
- Language proficiency
- Call center experience
- Call center experience
- Call center experience
- Computer skills
- Quality control
Languages
English
Professional Working
Timeline
ROGERS Wireless and Billing Customer Care Agent
Sykes Call Center
12.2009 - 05.2016
Collections Agent
CBV Collection Services
09.2007 - 02.2009
Anthony Meager Catholic Continuing Education Center
Personal Support Worker Certification Program from Personal Support Worker
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