Tara Prince
Winnipeg,MB
Summary
Multi-tasking Manager well-known for creating positive workplace culture and excelling in customer service focus and technical support. Spearheaded initiatives that significantly improved call resolution efficiency and customer satisfaction. Known for exceptional coaching abilities and fostering teamwork.
Overview
7
7
years of professional experience
Work History
Contact Centre Supervisor
Market Force Information Inc.
02.2018 - 11.2024
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Maximized employee retention, fostering a supportive work environment and offering growth opportunities.
- Supervised various agents in providing excellent customer service to callers requiring assistance for their experiences in-store and online issues.
- Trained team members on performance metrics and consumer behavior identification.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
- Coordinated with IT department to ensure seamless operation of call center technologies, minimizing downtime.
- Created an inclusive work environment that embraced diversity while maintaining professionalism at all times.
- Maintained open lines of communication between management and staff, fostering a transparent workplace culture that encouraged collaboration and innovation.
- Improved call resolution efficiency by analyzing call patterns and adjusting resource deployment accordingly.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Reduced average handle time through the implementation of effective call handling techniques and scripts.
- Promoted atmosphere of accountability by setting clear metrics for performance and regularly reviewing progress with team members.
- Increased first-call resolution rates by equipping agents with comprehensive knowledge of products and services.
- Improved customer satisfaction by effectively resolving escalated issues and providing timely support.
- Collaborated with other departments for seamless coordination in addressing customer concerns, resulting in faster issue resolution.
- Maintained up-to-date knowledge of products and services offered to customers.
- Provided leadership, guidance and direction to sales team members, offering assistance with any need at any time.
Customer Service Representative
Market Force Information Inc.
02.2018 - 01.2019
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- 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.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Maintained up-to-date knowledge of product and service changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Met customer call guidelines for service levels, handle time and productivity.
- Identified and resolved discrepancies and errors in customer accounts.
Education
No Degree - First Nations Social Worker Certificate Program
Yellowquill College
Winnipeg, MB06-2014
High School Diploma -
St. Laurent School
St. Laurent, MB06-2009
Skills
- Customer service focus
- Call monitoring
- Reporting skills
- Timekeeping
- Coaching and mentoring
- Report writing
- Time management
- Multitasking Abilities
- Teamwork and collaboration
- Technical support
- Professionalism
- Continuous improvement
Languages
English
Native or Bilingual
Timeline
Contact Centre Supervisor
Market Force Information Inc.
02.2018 - 11.2024
Customer Service Representative
Market Force Information Inc.
02.2018 - 01.2019
No Degree - First Nations Social Worker Certificate Program
Yellowquill College
High School Diploma -
St. Laurent School
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