Ursula Lesniak
Scarborough,ON
Summary
A proven team player committed to providing courteous, prompt, detailed and accurate support. Experience managing outbound and inbound calls and handling emergency issues with patience and tact. A self-
starter with experience in customer service, retail, managing a small office, and handling all administrative duties. Fluent in both English and Polish. Known as a creative thinker who brings solutions not problems.
Overview
5
5
years of professional experience
Work History
311 Contact Centre Representative
City Of Toronto
03.2022 - Current
- Manage high call volumes while providing exceptional customer support and maintaining professional composure
- Liaises with internal divisions, Emergency Services, and contracted service providers
- Enters, retrieves, and interprets data in customer relationship management and/or work management system databases
- Interprets and provides information on compliance requirements for applicable legislation, bylaws, policies, and procedures
- Explains policies and procedures to the public, refers calls to proper authorities, when necessary, initiates service requests and records related information
Delivery Driver
FedEx Express
06.2021 - 05.2023
- Enhanced delivery efficiency by optimizing routes using GPS navigation and mapping tools
- Improved customer satisfaction by ensuring timely and accurate deliveries of products
- Ensured the safety of all goods transported by securing loads properly and following best practices for handling fragile items
- Accurately scanned and organized shipments onto vehicles
- Prepare, inspect and operate a delivery vehicle
- Ability to lift up to 75lbs
Client Success Specialist
Chit Chats
07.2019 - 05.2021
- Managing high volume of incoming calls
- Providing excellent customer service through emails, live chat, and phone calls
- Build sustainable relationships and trust with customer accounts through open and interactive
communication - Providing technical support and troubleshooting with clients until resolved
- Understand clients' businesses and their needs
Education
Diploma - Community And Justice
Centennial College of Applied Arts And Technology
Scarborough, ONSkills
- Escalation and Crisis Management
- Customer Relationship Management (CRM)
- Critical Thinking
- Problem-Solving
- Data Entry
Timeline
311 Contact Centre Representative
City Of Toronto
03.2022 - Current
Delivery Driver
FedEx Express
06.2021 - 05.2023
Client Success Specialist
Chit Chats
07.2019 - 05.2021
Diploma - Community And Justice
Centennial College of Applied Arts And Technology
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