Susan Isaura Ivancic
New Westminster,BC
Summary
Dedicated Customer Service professional with over 23 years experience working in a fast paced team environment. Effective and creative problem solver with excellent organizational, multi-tasking, confidentiality and service skills. Interacts comfortably with staff at all levels of the corporation in order to play a major role in creating an open corporte culture and team spirit. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
19
19
years of professional experience
Work History
Customer Service Representative
Fedex Express Canada
08.2018 - 07.2022
- 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.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
- Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
Customer Service Representative
True North Management
11.2017 - 05.2018
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Create account online for new customers
- Ensure accuracy of prescriptions; prepare orders for pharmacy dispensing and billing
- Take payments for prescription orders
- Maintain up to date knowledge and understanding of all related company policies and procedures
- Conduct outbound service calls, proactively contact customs with upcoming refill requirements
Member Services Representative
BCAA
12.2016 - 06.2017
- Answering inbound calls for BCAA Road Assist.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- In depth knowledge of BC geography in order to assist members with towing requirements.
- In depth knowledge of membership values and adhering to te membership guidelines when call taking.
- Taking payments for membership renewals.
- Basic knowledge of BCAA insurance benefits and assisting members with opening an insurance claim.
Customer Service Representative
Accenture BPO Utilities
11.2014 - 05.2015
- Answering inbound calls for BC Hydro customers.
- Setting up payment arrangements for credit customers.
- Providing invoice breakdowns and explanations.
- Arranging for move in/move out of hydro services.
- Providing exceptional customer service.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Senior Customer Service Representative
Yellow Pages Group
09.2003 - 11.2013
- Handling complex accounts; resolving escalated advertiser complaints - verbal and written.
- Collaborating with management on workload and staff development.
- Handling executive escalations while maintaining customer retention.
- Trained and supported approximately 70 new and existing hires allowing fr the successful transition into the customer service team.
- Conducted regular training sessions for staff, ensuring consistent delivery of exceptional service quality.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.
- Negotiating claim resolution with external customers while maintaining a positive rapport and working within the corporate guidelines for claim resolution.
- Collaborated with cross-functional teams to develop new strategies for enhancing customer experience.
- Provided reporting to management team on various projects.
- Adapt easily to new programming and technology
Customer Service Representative
Pacific Blue Cross
05.2003 - 07.2003
- Answered constant flow of customer calls with minimal wait times.
- Assisted in registering residents of British Columbia witht eh Pharmacare program.
- Compiled and entered confidential data into the Pharmacare system.
- Assisted residents that had difficulty with registration.
- Delivered prompt service to prioritize customer needs.
Education
Business Administration - Business And Office Administration
NAIT
Edmonton, AB05.1994
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Call center experience
- Conflict Resolution
- Complaint Handling
- Computer Proficiency
- Payment Processing
- Client Relations
Languages
English
Full Professional
Croatian
Elementary
Timeline
Customer Service Representative
Fedex Express Canada
08.2018 - 07.2022
Customer Service Representative
True North Management
11.2017 - 05.2018
Member Services Representative
BCAA
12.2016 - 06.2017
Customer Service Representative
Accenture BPO Utilities
11.2014 - 05.2015
Senior Customer Service Representative
Yellow Pages Group
09.2003 - 11.2013
Customer Service Representative
Pacific Blue Cross
05.2003 - 07.2003
Business Administration - Business And Office Administration
NAIT
Similar Profiles
Mercy NyakodzweMercy Nyakodzwe
CARGO HANDLER at FedEx Express CanadaCARGO HANDLER at FedEx Express Canada
Mohamed DaoudMohamed Daoud
Operations Manager at FedEx Express CanadaOperations Manager at FedEx Express Canada
Jessica BurtonJessica Burton
Senior Courier at Fedex Express CanadaSenior Courier at Fedex Express Canada