Summary
Overview
Work History
Education
Skills
Timeline
Generic

Williams Borges

Calgary

Summary

Polite and professional Customer service agent successful in applying strong communication and problem-resolution skills to each customer issue. A solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships.

Overview

3
3
years of professional experience

Work History

Chat Support Representative (Remote)

Tech Mahindra (Rogers/Fido)
2023.11 - Current
  • Enhanced customer satisfaction by providing timely and accurate responses to inquiries through chat support.
  • Resolved technical issues for customers by utilizing comprehensive knowledge of company products and services.
  • Promoted upselling opportunities where appropriate while remaining focused on delivering exceptional service within each interaction.
  • Investigated and resolved customer inquiries and complaints quickly.

Call Center Representative (Remote)

Step Up For Students
2023.06 - 2023.08
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Handled over 50 inbound calls per shift.
  • Followed standard operating procedures when handling customer problems and complaints.
  • Assisted with website access.
  • Deliver exceptional customer service.
  • Updated account information to maintain customer records.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.

Group Retirement Plan Agent GRS (Remote)

MANULIFE
2022.04 - 2023.04
  • Accurately and thoroughly handled over 40 calls and service requests at initial point of contact
  • Effectively use multiple administrative systems to resolve inquiries, within defined service standards
  • Keep current with company policies, procedures, and AUTHENTICATION processes.
  • Answered customer inquiries regarding account balances, transaction history, service charges, and interest rates.
  • Process withdrawals, rollovers, loans, investment changes, and close accounts.
  • Meet expectations relative to Productivity (AHT, Aux Usage, Reliability, Adherence, CX Contribution, etc.), Accuracy (QA, Compliance, etc.) and Service Excellence (TNPS).
  • Resolved complaints to satisfy customers and encourage future transactions.

Call Centre Representative Bilingual (Remote)

WestJet
2021.11 - 2022.01
  • Handle over 60 calls per shift.
  • Book air travel for internal and external guests, answer questions, and provide general information about travel with WestJet.
  • Provide pre and post-booking support using reservation system, such as changing and canceling reservations.
  • Effectively research and make decisions based on information available, while balancing guests' needs with business needs.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.

Education

Anti-Phishing Training , SLX, CRM Oracle -

Manulife/john Hancock
Calgary, AB
2022

Compliance, Internet Security, SLX, CRM Training -

Manulife
Calgary, AB
2022

Personal Protection Equipment -

University of Calgary
Calgary, AB
05.2021

INTERNATIONAL BUSINESS MANAGEMENT DIPLOMA -

BAY RIVER COLLEGE
Calgary, AB
11.2020

Skills

  • Bilingual in English and Spanish.
  • Microsoft Office is proficient.
  • Organized, detail-oriented, and dedicated.
  • Accurate record keeping.
  • Ability to work from home independently and flexibly.
  • Chat and Billing support.
  • SAP CRM Oracle Knowledge.
  • ECM Knowledge.
  • LexisNexis Fraud prevention, identity verification.
  • Giact Identity Proofing System.
  • AWD Software Knowledge
  • Salesforce knowledge.
  • Articulate and multitask.
  • Travel Bookings Processes

Timeline

Chat Support Representative (Remote)

Tech Mahindra (Rogers/Fido)
2023.11 - Current

Call Center Representative (Remote)

Step Up For Students
2023.06 - 2023.08

Group Retirement Plan Agent GRS (Remote)

MANULIFE
2022.04 - 2023.04

Call Centre Representative Bilingual (Remote)

WestJet
2021.11 - 2022.01

Anti-Phishing Training , SLX, CRM Oracle -

Manulife/john Hancock

Compliance, Internet Security, SLX, CRM Training -

Manulife

Personal Protection Equipment -

University of Calgary

INTERNATIONAL BUSINESS MANAGEMENT DIPLOMA -

BAY RIVER COLLEGE

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Williams Borges