Sherrie-Lee Martin
Oshawa,Canada
Summary
Obtain a position as a team-player in a people-oriented organization where I can maximize my customer-service experience in a challenging environment to achieve the corporate goals.
Experienced sales and service professional successful at managing activities with advanced software use. Knowledgeable key holder processes payments, prepares proposals, and updates devices. Bringing many years in field.
Demonstrated success in diagnosing malfunctions, making targeted recommendations and answering customer questions. Results-driven and collaborative team player with a self-motivated mindset and an analytical approach.
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
25
25
years of professional experience
Work History
Solution specialist
Rogers communications
01.2019 - Current
- Customer service with activations, billing inquiries and account changes, and provided resolution for customer concerns to ensure quality customer service.
- Uphold and execute business code of conduct and company policies
- Adapt and evolve best practices using both Consumer and Business partner feedback
- Analyzed customer needs to recommend tailored communication solutions.
- Collaborated with cross-functional teams to enhance service delivery processes.
- Resolved technical issues through effective troubleshooting methods.
- Provided expert guidance on service upgrades and features to clients.
- Managed customer accounts, ensuring satisfaction with solutions provided.
- Resolved customer account and billing problems.
- Made targeted product and service recommendations based on customer needs.
- Reduced case backlog by expediting resolutions.
- Increased productivity and sales revenue through change methodology.
- Mitigated obstacles efficiently to improve overall customer satisfaction ratings.
- Streamlined processes in collaboration with department team members.
- Ensured compliance with industry regulations during solution implementation.
- Documented customer interactions, outcomes, and feedback for future reference.
OnStar Advisor
Minacs World Wide
Oshawa, ON
01.2008 - 04.2019
- Assist GM OnStar Drivers with Direction, Roadside assistance and general questions.
- Accurate Data Entry of subscriber account information.
- Assist and Mentor new agents on the floor.
- Assist Team Leaders with Floor support (SME), Emergency STID completion, present team meetings, and training of refresher courses.
- Assisted clients in resolving inquiries and providing product information.
- Collaborated with team members to improve customer service processes.
- Managed communication channels to ensure timely responses to client requests.
- Documented interactions and maintained accurate records of client engagements.
- Established and supervised peer-counseling and peer-tutoring programs.
OnStar Trainer
Minacs World Wide
Oshawa, ON
05.2010 - 01.2019
- Training OnStar New Hires in the Subscriber line of Business
- Providing development training to current and new agents
- Completing daily attendance of training class as well as suitability cards
- Conducted engaging workshops on customer service techniques.
- Facilitated onboarding sessions for new hires, enhancing their integration.
- Evaluated training effectiveness through participant feedback and assessments.
- Collaborated with management to identify training needs and goals.
- Utilized learning management systems to track employee progress and completion.
- Mentored junior trainers, providing guidance on best practices and techniques.
- Trained newly hired top talent to fill key positions and maximize productivity.
- Adapted teaching methods according to the needs of individual learners or groups.
- Documented all training activities including attendance records, feedback forms, surveys.
- Conducted onboarding sessions to orientate new staff members about company policies and procedures.
- Explained goals and expectations required of trainees.
- Used role-playing, lectures, and simulations to present information in variety of instructional techniques and formats.
- Participated in and attended meetings or seminars to obtain information for use in training programs.
- Scheduled classes based on availability of classrooms, equipment or instructors.
- Maintained strong knowledge by participating in workshops, conferences, and online education classes.
- Supervised, evaluated or referred instructors to skill development classes.
- Coordinated recruitment and placement of training program participants.
Team Leader
Minacs World Wide
Oshawa, ON
01.2006 - 01.2008
- Part of the Management team: monitor advisor activities and Call Quality and coach back to agents during weekly coaching sessions.
- Provide training to agents to maintain skills as well as run team meetings to keep all agents up to date on any changes.
- Data Entry of shifts extended hours, meetings, compliance issues.
- Look after family line, enter Absences and lates.
- Assisted with the launch of a new program to Minacs 'Apple I phone' and assisted with the training of two new classes.
- Mentor and assist agents in skills needed for promotions within the company.
Real Time Adjuster
Minacs World Wide
Oshawa, ON
01.2005 - 01.2006
- Part of the Work force Management team / monitor as well as investigate advisor activities and report out compliance issues to Team Leader/ Managers.
- Data Entry of shifts extended hours, meetings, compliance issues.
- Look after family line, enter Absences, Lates, and deliver messages to advisors, Team Leaders.
Enrollment /CVO Advisor
Minacs World Wide
Oshawa, ON
01.2003 - 01.2005
- Assist GM Assigned Drivers / customers with activation of OnStar / Data Entry
Supervisor
Tim Hortons
Oshawa, ON
01.2001 - 01.2003
- Supervise afternoon shift / Train new employees / Preparing and Ordering of Inventory / Data entry / prepared nightly bank deposits / daily tills / prepared weekly schedules
Education
Teaching Adults -
Durham College
Oshawa, ONAccounting/ Bookkeeping - Bookkeeping level 1, 2, Computerised Accounting programs
Trillium College
Oshawa, ONComputers - Internet communications, Microsoft Office applications
Trillium College
Oshawa, ONCanadian Payroll - All aspects of Canadian payroll including Quebec, CPA Level 1 Designation
Trillium College
Oshawa, ONSkills
- Customer service
- Microsoft Excel
- Data entry
- Team building
- Communication solutions
- Product knowledge
- Pricing quotes
- Diagnosing device issues
- Recommending products
- Opening and closing procedures
- Salesforce CRM experience
- Cybersecurity
- Professionalism
- Multitasking
- Problem-solving aptitude
- Adaptability and flexibility
- Problem-solving abilities
- Windows 95/98/2000/XP/XP pro/nt
- Decision-making
- Teamwork and collaboration
- Continuous improvement
- Time management
Languages
English, Fluent
References
Available upon Request
Professional Memberships
Canadian Payroll Association, Still valid
Academic Preparation
- Teaching Adults, Durham College, Oshawa, ON, Current
- Accounting/ Bookkeeping, Trillium College, Oshawa, ON, 02/01
- Computers, Trillium College, Oshawa, ON, 02/01
- Canadian Payroll, Trillium College, Oshawa, ON, 02/01
Timeline
Solution specialist
Rogers communications
01.2019 - Current
OnStar Trainer
Minacs World Wide
05.2010 - 01.2019
OnStar Advisor
Minacs World Wide
01.2008 - 04.2019
Team Leader
Minacs World Wide
01.2006 - 01.2008
Real Time Adjuster
Minacs World Wide
01.2005 - 01.2006
Enrollment /CVO Advisor
Minacs World Wide
01.2003 - 01.2005
Supervisor
Tim Hortons
01.2001 - 01.2003
Teaching Adults -
Durham College
Accounting/ Bookkeeping - Bookkeeping level 1, 2, Computerised Accounting programs
Trillium College
Computers - Internet communications, Microsoft Office applications
Trillium College
Canadian Payroll - All aspects of Canadian payroll including Quebec, CPA Level 1 Designation
Trillium College