Shannon Ostertag
Coldwater,ON
Summary
Dynamic professional with extensive experience in customer service and case management. Known for exceptional interpersonal skills and problem-solving abilities, fostering teamwork to resolve inquiries, top-notch skills in oral and written communication and enhance service quality.
Overview
11
11
years of professional experience
Work History
Customer Retention Specialist
Nordia Inc
Orillia, ON
11.2024 - Current
- Developed strategies to enhance customer loyalty and reduce churn rates.
- Analyzed customer feedback to identify trends and improve service quality.
- Provided personalized support to customers, ensuring optimal satisfaction levels.
- Identified opportunities for upselling and cross-selling based on customer needs.
- Conducted regular account reviews to identify opportunities for improving customer satisfaction and reducing attrition rates.
- Identified and resolved discrepancies and errors in customer accounts.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Educated customers about billing, payment processing and support policies and procedures.
Case Manager Specialist
Nordia Inc.
Orillia, ON
11.2020 - 11.2024
- Managed case documentation to ensure compliance with regulatory standards and best practices.
- Resolved customer inquiries and issues through effective communication and problem-solving techniques.
- Provided product information and guidance to enhance customer satisfaction and retention.
- Collaborated with cross-functional teams to address customer concerns and improve service delivery.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Customer Service Representative
Nordia Inc.
Orillia
10.2014 - 11.2020
- Managed high-volume inbound calls while maintaining quality service standards.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Met customer call guidelines for service levels, handle time and productivity.
Education
Park Street Collegiate
Orillia, ON06-2006
Skills
- Customer service experience
- Outstanding interpersonal skills
- Teamwork
- Problem-solving
- Time management
- Multitasking Abilities
- Calm and professional under pressure
- Reliability
- Computer skills
- Verbal and written communication
- Phone etiquette
Languages
English
Timeline
Customer Retention Specialist
Nordia Inc
11.2024 - Current
Case Manager Specialist
Nordia Inc.
11.2020 - 11.2024
Customer Service Representative
Nordia Inc.
10.2014 - 11.2020
Park Street Collegiate