Summary
Overview
Work History
Education
Skills
Timeline
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SHELLY MILLER

Leduc,AB

Summary

Knowledgeable and dedicated customer service professional with extensive experience in call centre industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

2
2
years of professional experience

Work History

Customer Service Representative

Foundever
12.2022 - 02.2024
  • Handled customer inquiries and suggestions courteously and professionally.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

Customer Care Representative

PolyLEVEL Alberta
04.2022 - 05.2022
  • Assisted call-in customers with questions and orders.
  • Logged call information and solutions provided into internal database.
  • Booked quote appointments
  • Directed incoming calls to internal personnel and departments, routing to best-qualified department.
  • Responded to customer requests for products, services and company information.

Customer Service Representative

HGS Canada
09.2021 - 03.2022
  • Recommended products to customers, thoroughly explaining details.
  • Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Handled over 40 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
  • Collected and analyzed customer information to prepare product or service reports
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints
  • Updated account information to maintain customer records

Education

High School Diploma -

Sheldon William
Regina, SK
06.1999

Skills

  • Microsoft Office Suite
  • Billing Adjustments and Refunds
  • Call Volume and Quality Metrics
  • Document and Records Management
  • Customer Data Confidentiality
  • Responding to Difficult Customers
  • De-escalation Techniques
  • Customer Retention Strategies
  • Inbound and Outbound Calling

Timeline

Customer Service Representative

Foundever
12.2022 - 02.2024

Customer Care Representative

PolyLEVEL Alberta
04.2022 - 05.2022

Customer Service Representative

HGS Canada
09.2021 - 03.2022

High School Diploma -

Sheldon William

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