Shaunna Ottou
Ottawa,ON
Summary
Passionate professional with experience in customer relations, claims support and computer systems. Believes in a dedicated hands-on appClaire in both her work and life. Resilient & motivated self-starter who puts policies and values above all else. Ambitious when it comes to supporting others. Has experience using dual-monitor systems and Windows 10 Home. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Red Cross
03.2024 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Bilingual Customer Service Representative
MSI Corps
08.2021 - Current
- Explained bill service policies and customer rights
- Manage emails, SMS programs and automated end-to-end CRM (customer relationship management) system to win and retain customers.
- Investigated and researched issues to determine root causes and appropriate resolution methods.
- Developed and maintained working knowledge of internal policies, procedures and services to appropriately address customer issues.
- Remained open to feedback from supervisor and peers to build and improve skills set.
- Provide report to my supervisor on activities including detailed detailed information on interactions and measures taken to resolves clients issues.
- Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts.
- Utilized automated systems to log and retrieve call information.
- Greeted customers by name and displayed a respectful attitude, helping to develop rapport with the customer base and build lasting relationships.
Chat Specialist
Brim Financial
01.2019 - 06.2021
- Handel complains, provide appropriate solutions and alternative within the time limits through live chat with customers.
- Follow up with customers with their lost and stolen credit cards and fraudulent activities. And also activate customers cards ones they receive their card.
- Follows protocols to ensure the texters' safety by escalating the situation to my supervisor as needed so the proper authorities can be alerted.
- Review and explain account charges,answer questions about account types and credits cards available.
- Assists with address changes.
Education
Bachelor of Science - International Business Management
Hubei University of Economics
Wuhan China10.2019
Skills
- Customer Retention Strategies
- Bilingual English / French
- Efficient and Detail-
- Oriented
- Customer Data Confidentiality
- Time Management
- Reading Comprehension
- MS Windows
- MS Outlook
- MS Excel
- Active Listening
- MS Teams
- Flexibility
- 40 WPM Typist
- Zapier
- Front
- Customer Account Management
- Stress Management
- Patient and Empathetic
- Corporate Standards
- Proactive
- Data Entry
- Clerical Duties
- Computer Proficiency
- Excellent Interpersonal Skills
- Attention to Detail
- Data Analyst
- Outlook
- Claims Resolution
- Logical Reasoning
- Performance Evaluations
- Information Confidentiality
- Policy Development
- Verbal and Written Communication
- Documentation Skills
- Customer Service Expertise
- Flexible Schedule
- Suicide Prevention Specialist
- Strategic Planner
language
English and French
Timeline
Customer Service Representative
Red Cross
03.2024 - Current
Bilingual Customer Service Representative
MSI Corps
08.2021 - Current
Chat Specialist
Brim Financial
01.2019 - 06.2021
Bachelor of Science - International Business Management
Hubei University of Economics
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