SHERRIE ZEMLA
Winnipeg,MB
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service.
Overview
18
18
years of professional experience
Work History
Guest Services Agent
Sutherland Global
02.2023 - 07.2024
- Company Overview: for Restaurant Brands International & Tim Horton's
- Managed customer inquiries, complaints, and feedback with professionalism, efficiency and a 99% Quality Assurance average.
- Utilized Zendesk to create and track support tickets, ensuring timely issue resolution
- Delivered empathetic and solution-oriented customer service in a high-volume environment
- Maintained self-discipline and organization while working remotely
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
Veterinary Assistant
Pembina Veterinary Hospital
09.2012 - 04.2019
- Completed 6 weeks of practicum duties before hire
- Maintained cleanliness and sanitation of surgical suites and medical equipment
- Assisted in the administration of medications, vaccinations, and treatments as prescribed by the veterinarian.
- Monitored and administered medications, documenting patient progress
- Ensured accuracy of medical records by documenting all relevant information for each patient
- Provided compassionate support during euthanasia procedures and aftercare
- Trained new veterinary assistants and volunteer staff on clinic protocols
- Positioned animals for diagnostic imaging such as x-rays and scans.
Customer Service Representative
Canada Post
03.2011 - 01.2012
- Responded to customer inquiries and resolved concerns efficiently
- Processed account updates and maintained accurate records
- Assisted customers with postal services, ensuring a seamless experience
- Excelled in conflict resolution
Loan Repayment Advisor
Tribal Wi-Chi-Way-Win Capital Corporation (TWCC)
03.2010 - 11.2011
- Provided guidance on loan repayment options and documentation
- Prepared invoices, receipts, and correspondence for clients
- Maintained and updated detailed client records
- Maintained up-to-date knowledge on industry trends and regulations, ensuring accurate advice was provided to clients at all times.
Alarm Monitor CSR
AAA Alarms
01.2009 - 02.2010
- Monitored and responded proficiently to security alarms and emergency calls, dispatching appropriate service providers for each individual call
- Provided troubleshooting support for customers and technicians
- Maintained detailed call logs and incident reports
- Troubleshot technical issues related to alarm equipment, resolving problems quickly while minimizing downtime.
Service Delivery & Sales Specialist
Inspyre Solutions / Telus
09.2006 - 12.2008
- Assisted and educated new and existing customers about product features and benefits to aid in selecting best options for each individuals' needs.
- Delivered quality assurance in sales-driven customer interactions
- Educated clients on product benefits, increasing customer retention
- Built rapport with customers and assessed needs to make product recommendations and upsell.
Education
Veterinary Assistant Studies - Veterinary Nutrition, Animal Restraint, Medical Terminology, Pharmacy, And In-hospital Practicum
Robertson College
Winnipeg, MBHigh School Studies -
Kildonan East Collegiate
Winnipeg, MBSkills
- Keyboarding, computer office skills ; Microsoft Suite
- Customer service and sales experience
- Art publication; album art, concert and event posters
- Writing and verbal communication
- Listening skills
- Patience and composure
- Administrative skills
- Data entry
- Conflict management
- Customer rapport
Community Involvement And Interests
- Volunteer: Winnipeg Pet Rescue Shelter (dog walking & kennel cleaning).
- Fundraising & Advocacy: Organized live music cancer fundraiser, Dutch Elm Disease canvassing.
- Passionate about pet care, gardening, natural health, music, and digital arts.
Timeline
Guest Services Agent
Sutherland Global
02.2023 - 07.2024
Veterinary Assistant
Pembina Veterinary Hospital
09.2012 - 04.2019
Customer Service Representative
Canada Post
03.2011 - 01.2012
Loan Repayment Advisor
Tribal Wi-Chi-Way-Win Capital Corporation (TWCC)
03.2010 - 11.2011
Alarm Monitor CSR
AAA Alarms
01.2009 - 02.2010
Service Delivery & Sales Specialist
Inspyre Solutions / Telus
09.2006 - 12.2008
Veterinary Assistant Studies - Veterinary Nutrition, Animal Restraint, Medical Terminology, Pharmacy, And In-hospital Practicum
Robertson College
High School Studies -
Kildonan East Collegiate
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