ESTHER SHIWEDA
Surrey
Summary
Experienced Customer Service Representative with over 20 years of experience in Customer Service industry. Excellent reputation for resolving problems and improving customer satisfaction.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Senior Member Banking Specialist
Coast Capital Savings
12.2020 - Current
- Served customers in a friendly, efficient manner following outlined steps of service.
- Resolved problems, improved operations and provided exceptional service.
- Developed and maintained courteous and effective working relationships.
- Anticipate the needs of members so I can provide the best Financial Advice
- Superior technical aptitude, assisted members navigate their on-line banking
- Proactively and creatively offer helpful solutions and alternatives to member inquiries
- Worked as a high-performing team member within the closely monitored contact centre to ensure all checks and balances are completed around policies and regulatory requirements
- Passionate about learning and committed to continual improvement.
Customer Service Representative
FORTIS BC
10.2018 - 12.2019
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers in fast-paced environment.
- Responded to customer requests for products, services and company information.
- Collected customer feedback and made process changes to exceed customer satisfaction goals 90%.
- Entered customer interaction details in CRM to track requests, document problems and record solutions offered.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Provided information to customers regarding charge accounts and loyalty program and helped to open and activate new accounts.
Customer Service Supervisor
STARBUCKS
08.2011 - 10.2016
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Supported branding strategy by ensuring product displays aligned with corporate standards.
- Assessed and authenticated customer exchanges, voids and returns.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
SUPERVISOR
TIM HORTONS
02.2009 - 07.2011
- Created efficient work schedules for each team member to maintain deadlines and keep shifts properly staffed.
- Prepared food and beverages in a timely manner
- Interviewed, hired and trained new employees for Front Counter , food prep, positions.
- Conducted scheduled and impromptu evaluations to assess work performance.
- Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
- Identified individual employee's unique work styles and adapted management methods.
- Analyzed equipment breakdowns using various troubleshooting methods.
Sales Associate
RW & CO CLOTHING
01.2005 - 01.2008
- Delivered high level of assistance by locating products and checking store system for merchandise at other sites.
- Worked alongside retail representatives to boost sales by enhancing product presentations and advertising collateral.
- Engaged with customers to effectively build rapport and lasting relationships.
- Maintained organized, presentable merchandise to drive continuous sales.
- Evaluated inventory and delivery needs, optimizing strategies to meet customer demands.
- Trained and developed new sales team associates in products, selling techniques and company procedures.
- Tracked stock using company inventory management software.
Education
IFIC Mutual Funds License - Financial Services
IFSE INSTITUTE
Mississauga, ON12.2022
Associate of Science - Engineering Studies
Langara College
Vancouver, BC04.2016
No Degree - GENERAL SCIENCE STUDIES
Vancouver Community College
Vancouver, BCHigh School Diploma -
Victoria High School
Victoria, BC06.2002
Skills
- Consumer banking specialist
- Hiring and onboarding team members
- Customer service specialist
- Cash Handling
- Quality assurance
- Typing 40 wpm
- Problem-solving skills
- Calm disposition
- Payment processing
- Answering questions
- Account management
- Complaint resolution
- Inbound phone calls
- Verbal and written communication
- Technical Support
- Call center operations
Certification
- Supershost Customer Service Training - 2002
Timeline
Senior Member Banking Specialist
Coast Capital Savings
12.2020 - Current
Customer Service Representative
FORTIS BC
10.2018 - 12.2019
Customer Service Supervisor
STARBUCKS
08.2011 - 10.2016
SUPERVISOR
TIM HORTONS
02.2009 - 07.2011
Sales Associate
RW & CO CLOTHING
01.2005 - 01.2008
IFIC Mutual Funds License - Financial Services
IFSE INSTITUTE
Associate of Science - Engineering Studies
Langara College
No Degree - GENERAL SCIENCE STUDIES
Vancouver Community College
High School Diploma -
Victoria High School
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