Suzette Grandison
Mississauga,ON
Summary
Personable and skillful Client Service Representative offering 20+ years of experience resolving account and service concerns for customers. Proven ability to solve challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success, as well as, conscientious about managing customer concerns to last detail.
Overview
27
27
years of professional experience
Work History
Customer Service Banking Advisor
Royal Bank Of Canada, RBC
04.2000 - 10.2022
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Evaluated customers account information to access current issues and determine potential solutions without the need for escalated support.
- Acknowledged customer needs through competent customer service and prompt problem-solving.
- Responded to customers call volume of 60-80 calls per day to answer questions about products and services.
- Monitored weekly metrics and developed actionable insights to improve efficiency and performance.
- Resolved concerns with products or services to help with retention and drive sales.
- Demonstrated calm and friendly demeanor with upset customers to de-escalate stressful situations.
- Described product highlights and benefits to help guide purchasing decisions.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
Collections Agent
Collection House
12.1995 - 03.2000
- Processed payments and applied to customer balances.
- Achieved performance goals on consistent basis.
- Persistently reached out to customers with extremely past due accounts to recover lost revenue.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Negotiated to collect balance in full.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Counseled debtors on payment options and arranged installment agreements.
- Managed past due collection calls, skip tracing, outside collections agency coordination and litigation activities.
- Maintained high volume of calls and met demands of busy and productive group.
Education
Associate of Arts - Fashion Management
Sheridan College Institute of Technology And Advanced Learning
Oakville, ONSkills
- Collaborative Environments
- Customer Relations
- Payment Processing/Credit Card Payment Processing
- Professional Relationships
- Client Service and Support
- Problem-Solving Ability
- Document Preparation
- Critical Thinking
- Multi-Line Telephone Operation
Accomplishments
- Platinum Club Winner - Achieved highest number of new credit card accounts opened within one-month period.
- Q3 and Q4 Award Winner - Earned highest performance achieved within my team.
Timeline
Customer Service Banking Advisor
Royal Bank Of Canada, RBC
04.2000 - 10.2022
Collections Agent
Collection House
12.1995 - 03.2000
Associate of Arts - Fashion Management
Sheridan College Institute of Technology And Advanced Learning