Shelley Fripp
82 Church Street St. Catharines,ON
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. 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, ad providing customized solutions to build loyalty.
Overview
19
19
years of professional experience
Work History
Customer Service Representative
Rexall Pharma Plus
04.2018 - 03.2021
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Boosted sales revenue by identifying customer needs and recommending appropriate products or services.
- Maintained high levels of customer retention with proactive relationship-building strategies.
- Enhanced team performance, providing continuous training and support to new and existing representatives.
- Streamlined communication processes for improved efficiency in handling customer inquiries.
Call Center Representative
Convergys
04.2002 - 10.2010
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Maintained high-quality service standards for all inbound calls, ensuring prompt and accurate assistance.
- Streamlined call center operations by implementing efficient processes and procedures.
- Enhanced customer satisfaction by addressing inquiries and resolving issues in a timely manner.
- Improved first-call resolution rates by effectively utilizing resources and available tools.
- Assisted team members with challenging calls, providing guidance and support to ensure positive outcomes.
- Streamlined call response times for improved customer experience through effective communication techniques.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Contributed to team success, consistently achieving call center performance metrics.
- Managed high call volume with exceptional professionalism and efficiency.
Education
GED -
Greater Fort Erie Secondary School
Fort Erie, ON03.2000
Skills
- Complaint resolution
- Data Collection
- Information Security
- Data Entry
- Scheduling
- Paperwork Processing
- Product Knowledge
- Call Management
Additional Information
I have been working with the public for most of my life and enjoy helping people in an efficient, friendly manner.
Lived in Co-Op housing for decades, being elected to the Board Of Directors in the positions of: President, Secretary, Treasurer and Staff Liaison.
Fast learner and still remember the Dewy Decimal System. Also, I live only two doors away and can work any shifts required.
Timeline
Customer Service Representative
Rexall Pharma Plus
04.2018 - 03.2021
Call Center Representative
Convergys
04.2002 - 10.2010
GED -
Greater Fort Erie Secondary School
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