Vicki O'Neill
Maple Ridge,BC
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
16
16
years of professional experience
Work History
Customer Service Dispatcher
Houle Electric
03.2021 - 01.2022
- Interaction with clients via email, chat, and phone calls
- Scheduling and routing calls from internal departments and customers
- Contact point for up to 20 technicians on site in clients' homes and businesses
- Ensuring all technicians workdays are efficiently and geographically assigned to complete all calls in a timely and efficient matter.
Supervisor, Field Operations
Shaw Cable
11.2008 - 03.2019
- Oversaw and optimized work of 20-30 Cable Technicians performing high-quality cable installations and service work
- Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet any daily demand
- Conducted scheduled and impromptu evaluations to assess work performance.
Customer Service Supervisor
Shaw Cable
06.1996 - 09.1999
- Conferred with sales teams and team leaders to communicate targets, boost revenue, and improve promotional strategies
- Exceeded team goals and collaborated with staff members to implement customer service initiatives
- Directed personnel training and mentored team members to promote productivity, accuracy and commitment to friendly service
- Completed documentation and logs each day and generated weekly reports detailing activities to submit to Managers.
Customer Service Representative
Rogers Cable
03.1995 - 06.1996
- Maintained customer happiness with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Evaluated account and service histories to identify trends, using data to mitigate future issues
- Supported customer needs by fielding diverse questions about issues such as available merchandise, current prices and upcoming company changes
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Helped a large volume of customers every day with a positive attitude and focus on customer satisfaction.
Education
High School Diploma -
Garibaldi
LMS Training - Leading , Motivating and Team Building. Performance Management Training Certificate Conflict Management Training Safety and Awareness - undefined
Skills
- Able to multitask under pressure
- Adaptable to changing environments
- Team orientated
- Customer escalations resolution expert
- Work Independently or with a team
- Strong communication skills
Timeline
Customer Service Dispatcher
Houle Electric
03.2021 - 01.2022
Supervisor, Field Operations
Shaw Cable
11.2008 - 03.2019
Customer Service Supervisor
Shaw Cable
06.1996 - 09.1999
Customer Service Representative
Rogers Cable
03.1995 - 06.1996
High School Diploma -
Garibaldi
LMS Training - Leading , Motivating and Team Building. Performance Management Training Certificate Conflict Management Training Safety and Awareness - undefined
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