Microsoft Office
TROY XAVIER
Senior Customer Service Advisor
Toronto,Ontario
Overview
20
20
years of professional experience
2
2
years of post-secondary education
Work History
Grief Counsellor
Vaughan Hospice
- Provided companionship and a calm, non-anxious presence
- Listened impartially and without judgment and helped the patient with storytelling
- Identified activities that define quality of life
- Strengthened the patient's sense of being in control
- Shared observations with staff regarding the patient's care plan
- Helped the family normalize the dying experience and reported the patient's pain levels
- Reported possible abuse and/or falls to the Volunteer Coordinator
- Helped feed the patient and joined the patient on outings and provided transportation to the patient
- Ran errands and helped with other tasks as assigned or needed.
Volunteer
North York Harvest Food Bank
- Filled and carried customer food bags after selection on a regular basis
- Kept the donation area neat and clean on a regular basis
- Sorted, organized, and shelved food donations
- Conducted cordial and professional interactions with supervisors, coworkers, donors, and customers
- Rotated food items regularly to guarantee donation freshness
- Assisted other volunteers and customers as necessary.
Out of The Cold Homeless Program
Richmond Hill Presbyterian Church
- Packed boxes of food for homeless families and served meals in the soup kitchen
- Connected shelter visitors with community resources and jobs
- Organized projects, such as a food drive, for the homeless
- Offered encouragement and was a listening ear and offered clothing and other needed items as required.
Customer Service Advisor/Team Lead
Virtual Sting
01.2017 - 08.2022
- Created new programs and incentives to ensure growth and long-term success
- Hired, trained, and coached new employees including quarterly reviews
- Responsible for both rewarding and disciplinary company protocols in 4 company locations and conducting a variety of duties relating to company standards & performance while actively implementing a successful company culture and upholding a professional company reputation and structure
- Open and maintain new customer accounts
- Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
- Recommend potential products or services to management by collecting customer information and analyzing customer needs
- Prepare product or service reports by collecting and analyzing customer information
- Manage large amounts of incoming calls
- Identify and assess customers' needs to achieve satisfaction
- Build sustainable relationships of trust through open and interactive communication
- Resolve conflict.
Customer Service Manager/Key Accounts Representative
Sharpco Canada
06.2011 - 12.2016
- Implemented and maintained customer service excellence standards to ensure high-level customer satisfaction
- Participated in trade shows and networking platforms
- Maintained all merchandising standards, display presentation Achieved sales targets and grew business through relationship building
- Increased guest confidence, the company, and its products
- Meet personal/team sales targets and call handling quotas
- Handle complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution
- Keep records of customer interactions, process customer accounts, and file documents
- Follow communication procedures, guidelines, and policies
- Go the extra mile to engage customers
- Resolve customer complaints via phone, email, mail, or social media
- Use telephones to reach out to customers and verify account information
- Greet customers warmly and ascertain problem or reason for calling
- Cancel or upgrade accounts
- Assist with placement of orders, refunds, or exchanges
- Advise on company information
- Take payment information and other pertinent information such as addresses and phone numbers
- Place or cancel orders
- Answer questions about warranties or terms of sale
- Suggest solutions when a product malfunctions
- Attempt to persuade customer to reconsider cancellation
- Inform customer of deals and promotions
- Sell products and services
- Close out or open call records
- Compile reports on overall customer satisfaction
- Handle changes in policies or renewals.
Work Preference
Work Type
Part TimeWork Location
RemoteHybridImportant To Me
Work-life balanceWork from home optionCompany CultureFlexible work hoursCareer advancementHealthcare benefitsCertification
First Aid CPR Advanced Customer Service Training & Certification, The Art of Assertive Training, The Myers Briggs Type Indicator (MBTI), OSSA Smart Serve Certification, Proton Food Handling Certification, Workplace Hazardous Materials Information System (WHMIS).
Accomplishments
Licenses and ordinations have been awarded for public support and humanitarian services across various vulnerable sectors, including prisons, hospitals, retirement living facilities, and shelters for the homeless.
Skills
- Suicide Prevention
Emotional Support
Individual Counseling
Non-violent Resolutions
Youth Engagement
Elderly Care
Grief Counseling
Patient Confidentiality
Reflective Listening
Compassionate Communication
Inbound Call Management
Documentation Skills
Education
CERTIFICATE - ADDICTION RECOVERY FOR YOUTH AND FAMILIES
CDI COLLEGE
NORTH YORK 02.2023 - Current
Summary
A detail-oriented professional with outstanding customer service and management abilities. Demonstrates a proven capacity to manage multiple tasks effectively in dynamic environments. Known for a proactive approach in identifying and resolving issues, emphasizing process optimization and team goal support. A dynamic individual with practical experience and a knack for overcoming challenges. Offers robust problem-solving abilities and a forward-thinking attitude towards new assignments. Renowned for adaptability, creativity, and a focus on achieving results. Dedicated to making significant contributions and furthering the goals of the organization.
Software
Languages
English
Native language
Timeline
CERTIFICATE - ADDICTION RECOVERY FOR YOUTH AND FAMILIES
CDI COLLEGE
02.2023 - Current
Customer Service Advisor/Team Lead
Virtual Sting
01.2017 - 08.2022
Customer Service Manager/Key Accounts Representative
Sharpco Canada
06.2011 - 12.2016
Grief Counsellor
Vaughan Hospice
Volunteer
North York Harvest Food Bank
Out of The Cold Homeless Program
Richmond Hill Presbyterian Church
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