Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Suzette Joseph

Toronto

Summary

Excellent interpersonal and communication skills: ability to work cross-functionally in teams to help articulate innovative solutions with stakeholders, Able to multi-task and move projects forward in dynamic settings via my various progressive roles, Curious and Creative thinker: able to analyze and update processes into simple digestible solutions, Extensive experience delivering analytical support in the implementation and evaluation of products, accounts and programs, Strong Leadership skills showcased through project/event management, organization skills and team morale. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.

Overview

27
27
years of professional experience

Work History

Customer Service Representative

Freedom Mobile
02.2023 - Current
  • 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.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • 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.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Met customer call guidelines for service levels, handle time and productivity.

Program Lead -SUBSIDIZED ACCOUNTS

Bell Mobility
01.2002 - 01.2020
  • Responsible for the team's performance and deliverables
  • Led training for new hires on activation processes for various subsidized accounts
  • Responsible for monthly tran-select reports
  • Produced numerous reports, analyzed monthly results, and made recommendations to improve processes
  • Delivered continuous analytical support in the implementation and elevation of subsidized accounts
  • Evolved and showcased subsidized phone line policies, procedures and forms via the department's website
  • Curated and executed information sessions and focus groups
  • Responsible for all activation and any related issues for the Bell Athletes Connect Program.

Corporate Customer Service/In-Charge Representative- CORPORATE ACTIVATIONS

Bell Mobility
01.2001 - 01.2002
  • Responsible for activation and changes on Corporate Accounts
  • Liaison between dealers and Corporate Sales Representative
  • Managed department on weekends and in absence of regular Manager
  • Monitored In-coming calls into the department
  • Assigned employees to different job functions when needed to insured all daily duties are covered
  • Prepared and presented executives reports.

Customer Service Representative-HEAD OFFICE CALL CENTRE

Bell Mobility
01.1998 - 01.2001
  • Provided Customer Service daily to Bell Mobility Customers
  • Addressed questions and concerns regarding customer accounts
  • Adjusted accounts when necessary
  • Offered Customers any special packages or features best suitable for their cellular needs
  • Assisted Customers with the programming for their cellular phone.

Education

Legal Administration Assistance, True -

TORONTO SCHOOL OF BUSINESS
Toronto, Ontario

DAVID AND MARY THOMPSON COLLEGIATE
Scarborough, Ontario

Skills

  • Excellent verbal, listening, and written communication abilities
  • Quick learner, ambitious, energetic, and reliable
  • Self-disciplined and self-motivated
  • Strong leadership demonstrated through positivity, motivation, and creativity
  • Easily adaptable to using newly introduced technology and environments
  • Customer Service
  • Problem Resolution
  • Call center experience
  • Computer Proficiency
  • Professional telephone demeanor
  • Microsoft Excel
  • Microsoft Outlook

References

Available upon request

Timeline

Customer Service Representative

Freedom Mobile
02.2023 - Current

Program Lead -SUBSIDIZED ACCOUNTS

Bell Mobility
01.2002 - 01.2020

Corporate Customer Service/In-Charge Representative- CORPORATE ACTIVATIONS

Bell Mobility
01.2001 - 01.2002

Customer Service Representative-HEAD OFFICE CALL CENTRE

Bell Mobility
01.1998 - 01.2001

Legal Administration Assistance, True -

TORONTO SCHOOL OF BUSINESS

DAVID AND MARY THOMPSON COLLEGIATE

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Suzette Joseph