Summary
Overview
Work History
Education
Skills
Timeline
Generic

TISHAUNA PARIS

BRAMPTON,ON

Summary

Collaborative and driven Contact Center Specialist performs well in fast-paced, high-volume environments. Works with minimal direction or supervision to accomplish remarkable results. Adept at prioritizing tasks, managing time and using consistent, effective approach.

Quality-driven bringing strong time management, communication and organizational abilities. Competent service professional with a team-player and growth-oriented mentality.

Overview

8
8
years of professional experience

Work History

Contact Center Specialist

Sun Life Financial
Waterloo, ON
06.2023 - Current
  • Provided secretarial and office management support while building cooperative working relationships.
  • Responded effectively to sensitive inquiries or complaints.
  • Coordinated appointments, meetings and conferences.
  • Maintained accurate department records.
  • Prepared and prioritized calendars and correspondence.
  • Created spreadsheets in Microsoft Excel for record-keeping and reporting.
  • Updated system to organize office documentation, maximizing efficiency and increasing productivity.
  • Offered training and support to keep team members motivated and working toward objectives.
  • Updated project plans based on changing objectives, specifications and staff availability.
  • Communicated with key stakeholders to determine project requirements and objectives.
  • Implemented training processes for newly hired employees and supervised department managers, shift leads and production personnel.
  • Planned and led team meetings to review business results and communicate new and ongoing priorities.
  • Proposed modifications to project plans.
  • Resolved team support issues with efficient approach to keep call center operating smoothly.
  • Improved product knowledge on continuous basis to provide optimal service.
  • Coordinated with managers to identify skill or knowledge gaps and implement training needs.
  • Consulted with senior leaders to develop and execute strategy and provide regular updates.
  • Produced reports and maintained training documents to support training activities.
  • Organized manuals, multimedia visual aids and other educational materials to aid training.
  • Maintained comprehensive database to track training, certifications and qualifications.
  • Collaborated with internal teams to produce and maintain knowledge base content.
  • Collaborated with subject matter experts to support learning and development strategy.
  • Cross-trained employees to do other jobs within business, increasing job skills and productivity.
  • Managed training calendars to inform participants of upcoming training session topics and dates.
  • Collaborated with senior and department leaders to develop and implement workforce plans
  • Facilitated weekly team meetings to discuss goals, successes and areas for improvement.

Client Care Representative

Sunlife Financial
Waterloo, ON
06.2022 - 06.2023
  • Boosted client retention using client appreciation initiatives and relationship-building techniques.
  • Provided customers with detailed information about company offerings, described features and applied verbal and written communication skills to redirect concerns toward positive aspects of products and services.
  • Engaged in conversation with customers to understand needs, resolve issues and answer questions.
  • Referred unresolved customer grievances to designated departments for further investigation.
  • Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
  • Met or exceeded call speed and accuracy on consistent basis.
  • Maintained strong call control and quickly worked through scripts to address problems.
  • Asked probing questions to determine service needs and accurately input information into systems.
  • Used available resources to provide efficient and accurate solutions for customer service requests.
  • Consulted with customers regarding needs and addressed concerns.
  • Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
  • Handled customers effectively by identifying needs, quickly gaining trust, approaching complex situations and resolving problems to maximize efficiency.
  • Managed high-volume of inbound and outbound customer calls.
  • Educated customers on special opportunities and company offerings.
  • Offered resolutions to de-escalate calls and solve customer issues.
  • Navigated through computer systems to review information and respond appropriately to callers.
  • Engaged actively with callers, confirming or clarifying information and diffusing anger.
  • Reviewed claims for accuracy before submitting for reprocessing
  • Reviewed administrative guidelines whenever questions arose during processing of claims.
  • Strategized long-term business objectives by assessing customer feedback for direction on process improvements.
  • Answered customer questions to maintain high satisfaction levels.

Client Relationship Specialist

Rogers Communications Inc.
BRAMPTON , ON
09.2021 - 04.2022
  • Provided exemplary level of service to customers to extend relationships for future business opportunities.
  • Analyzed customer needs and interests and recommended specific company products and services to best meet unique customer needs.
  • Managed buildings within my territory, generated leads and sales by networking and by outbound calling new prospects and followed up with current customers.
  • Planned events and activities to drive community interest.
  • Implemented organizational performance initiatives, clearly communicating standards and requirements.
  • Developed long-term strategy to increase campaign engagement and expand opportunities.
  • Established meetings with team members and volunteers to coordinate and plan campaigns.
  • Built expert product knowledge by attending educational events, establishing personal networks, participating in professional events and by studying and applying products.
  • Listened to customer needs to identify and recommend best products and services.
  • Called leads every day through sales force to expand client base.
  • Scheduled and attended building events.
  • Scheduled meetings with property managers to build relationships.
  • Act as an ambassador of Rogers to our customers to provide them with the best customer experience.
  • Representing Rogers in promotions and sales of multi cable, wireless and internet products.
  • Maintained impeccable office organization to support efficiency, professionalism and performance objectives.
  • Handled scheduling and managed timely and effective allocation of resources and calendars.

Assistant Manager

Canadian tire
BRAMPTON, ON
08.2017 - 08.2021
  • Collaborated with store manager to develop strategies for achieving sales and profit goals.
  • Enforced company policies and procedures to strengthen operational standards across departments.
  • Organized schedules, workflows and shift coverage to meet expected business demands.
  • Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
  • Planned and prepared workflow schedules, delegating tasks for team members
  • Secured revenue, accurately monitoring transactions and deposits to eliminate discrepancies.
  • Trained team of 27 cashiers to deliver outstanding customer service, boosting customer satisfaction ratings
  • Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.
  • Directed and led employees, supervising activities to drive productivity and efficiency.
  • Worked with store manager to open and close the store.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Motivated and encouraged team members to communicate more openly and constructively with each other.
  • Supervised store opening and closing procedures, including counting cash drawers and making bank deposits.
  • Built and maintained working relationships with peers and upper management.
  • Resolved customer problems by investigating issues, answering questions and building rapport.
  • Mentored employees and instructed on management of complicated sales, complex issues and difficult customers.
  • Inventoried stock and placed new orders to keep supplies within optimal levels for expected demands.
  • Maintained detailed and accurate accounting records by overseeing documentation of sales, purchases and requisitions.
  • Directed merchandising and signage updates for weekly and seasonal promotional changes.
  • Oversaw work of cashiers to identify strengths and weaknesses in customer service, payment processing or merchandising plans and maximize performance.
  • Conducted job interviews, led employee performance evaluations and rewarded top performers to attract and retain quality personnel.
  • Authorized discounts and special actions to resolve customer disputes and maintain satisfaction.
  • Prepared and checked cashier register tills.
  • Organized cash movements between offices and to or from banks.
  • Provided training to store employees covering areas such as cash handling procedures and security requirements.
  • Counted and balanced cashier drawers.
  • Tallied cash register at end of shift to reconcile with shift sales

Administrative Assistant

New Beginnings Rehabilitation
Toronto , On
07.2015 - 09.2017
  • Scheduled and confirmed appointments.
  • Delivered administrative support to team members, including making copies, sending faxes, organizing documents and rearranging schedules.
  • Maintained daily calendars, set appointments with clients and planned daily office events.
  • Sorted incoming mail and directed to correct personnel each day.
  • Directed and oversaw office personnel activities.
  • Tracked and submitted employee timesheets to accounting department for payroll processing.
  • Handled management of communication to executives by taking and making telephone calls, reviewing and prioritizing mail and composing and typing correspondence.
  • Managed physical and digital files, monitored spreadsheets and updated reports to coordinate project materials.
  • Prepared and prioritized calendars and correspondence.
  • Organized both physical and digital files and updated reports to coordinate project materials.
  • Coordinated appointments, meetings and conferences.
  • Answered phone calls and emails to provide information, resulting in effective business correspondence.

Education

Notre Dame Catholic Secondary School
Brampton, ON
12.2016

Skills

  • Documentation skills
  • Microsoft Office expertise
  • Strong organization skills
  • Project management abilities
  • Product organization
  • Customer assistance
  • Issue and conflict resolution
  • Active listening
  • Training & Development
  • Team management
  • Time management
  • Staff mentoring
  • Communication
  • Customer service
  • Coaching
  • Data Entry and Maintenance
  • Call Center Operations
  • High-energy attitude
  • Technologically savvy
  • Training Experience
  • System Documentation
  • Call Documentation Skills

Timeline

Contact Center Specialist

Sun Life Financial
06.2023 - Current

Client Care Representative

Sunlife Financial
06.2022 - 06.2023

Client Relationship Specialist

Rogers Communications Inc.
09.2021 - 04.2022

Assistant Manager

Canadian tire
08.2017 - 08.2021

Administrative Assistant

New Beginnings Rehabilitation
07.2015 - 09.2017

Notre Dame Catholic Secondary School

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