Summary
Overview
Work History
Education
Skills
Timeline
Generic

Sonyia samuel

mississauga

Summary

Dynamic customer service professional with extensive experience at Rogers Communications, excelling in problem resolution and relationship building. Recognized for enhancing customer loyalty through personalized solutions and effective complaint resolution. Proven ability to train and mentor staff, contributing to team success and consistently exceeding performance metrics.

Overview

30
30
years of professional experience

Work History

Customer Service Representative

Rogers Communications
01.2022 - 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.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
  • Conducted training sessions for new hires, ensuring consistent level of service across team.
  • Coordinated with logistics department to expedite shipping for urgent customer orders.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
  • Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.

Customer Specialist

Shaw Direct
09.2012 - 01.2022
  • Verified accuracy of customer account information and updated when necessary.
  • Provided customers with detailed information on company products, services and materials.
  • Directed customers to appropriate departments for additional support.
  • Identified customer issues with products or services, investigated causes and initiated resolutions.
  • Developed rapport with clients through effective communication and active listening skills.
  • Conducted regular follow-ups to ensure complete resolution of customers'' issues and satisfaction with the outcome.
  • Managed high call volume efficiently, maintaining impeccable quality in customer interactions.
  • Proactively identified potential issues by monitoring trends in customer inquiries, preventing further escalations or dissatisfaction.
  • Played an integral role in meeting or exceeding established performance metrics for the customer support team, driving overall success.
  • Increased customer satisfaction by providing personalized service and addressing individual needs.
  • Analyzed client feedback to identify areas for improvement, leading to more efficient problem-solving techniques.
  • Trained new team members on company policies and procedures, ensuring consistent service levels across the board.

Customer Relations

Rogers Communications
04.1995 - 01.2010
  • Led training sessions for new hires on company procedures, equipment operation, safety protocols, and customer relations.
  • Promoted, built and maintained good customer relations and assisted with contract retention.
  • Led training sessions for junior representatives, strengthening their skills in customer relations and product knowledge.
  • Strengthened customer relations by providing efficient, accurate, and friendly service during high-volume transactions.
  • Supported seevice projects with advanced skills in document management, customer relations and reporting.

Education

Book Keeping

Toronto School of Bus
Mississauga, ON

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Call center experience
  • Relationship building
  • Problem resolution
  • Complaint resolution
  • Payment processing
  • Customer satisfaction measurement
  • Professional telephone demeanor
  • Documentation
  • Prioritization
  • Staff training
  • De-escalation techniques
  • Technical support

Timeline

Customer Service Representative

Rogers Communications
01.2022 - Current

Customer Specialist

Shaw Direct
09.2012 - 01.2022

Customer Relations

Rogers Communications
04.1995 - 01.2010

Book Keeping

Toronto School of Bus

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Sonyia samuel