YANIQUE PETERKIN
LONDON,CANADA
Summary
Organized and dedicated Administrative Assistant with proven track record of providing exceptional customer service in fast-paced environments. Offering keen attention to detail and strong decision-making skills to manage multiple, concurrent tasks. Self-motivated work ethic to perform effectively in independent or team environments.
Overview
15
15
years of professional experience
Work History
PRODUCT EXPERT
Intuit
06.2022 - 07.2024
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Conducted thorough research on reported issues, identifying root causes and implementing effective fixes to prevent future problems.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Assisted in streamlining internal processes, reducing call wait times and increasing overall efficiency.
INDIVIDUAL TAX AND BENEFIT AGENT
Canada Revenue Agency
11.2023 - 05.2024
- Assisted in the processing of tax returns, ensuring accurate data entry and adherence to CRA guidelines, contributing to the efficient handling of taxpayer submissions
- Employ encryption, access controls, and other security protocols to safeguard sensitive taxpayer information
- Verified the accuracy and completeness of submitted documents, identifying, and flagging discrepancies for further review by senior agents
- Performed precise data entry of taxpayer information into CRA systems, maintaining high accuracy levels and supporting seamless operations
- Worked closely with team members and supervisors to resolve routine tax and benefit issues, gaining valuable experience and contributing to the overall effectiveness of the department.
CUSTOMER SUPPORT REPRESENTATIVE
Cogeco Connexion
05.2023 - 11.2023
- Used empathy, respect and active listening to gather information to diagnose customer pain points to solve technical and billing issues
- Demonstrated strong verbal and written communication skills to address customer pain points and educate customers on product knowledge, basic troubleshooting and billing expectations.
- Prioritized multiple priorities such as meeting KPI's like average handle time and hold times with the conflicting demands of call center duties off the phone to meet critical deadlines.
CUSTOMER SUPPORT & ESCALATIONS SPECIALIST
Loblaw Companies LTD
09.2021 - 06.2022
- Utilized in-depth knowledge of products and services to resolve customer inquiries and complaints at a high level to achieving a high rate of first-contact resolution and enhancing customer satisfaction.
- Developed and maintained strong relationships with customers, by providing personalized support through empathy, active listening and negotiation to compensate and resolve issues to ensure long-term loyalty.
- Prioritized urgent case file management to meet Office of the President demands over less urgent case files to avoid legal consequences or further escalations.
APPAREL DEPARTMENT MANAGER
Loblaws Companies Limited
04.2020 - 09.2021
- Led a team of professionals to consistently achieve or exceed performance targets.
- Improved customer satisfaction rates through attentive service, prompt issue resolution, and continuous process improvements.
- Implemented cross-training initiatives for employees, increasing overall departmental knowledge and versatility.
- Enhanced department efficiency by streamlining processes and implementing time-saving strategies.
Education
Honors Bachelor of Applied Science: Community & Social Services -
University of Guelph-Humber
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Microsoft Office Suite
- Google Suite
- Quickbooks
- Call Center
- Negotiation
Timeline
INDIVIDUAL TAX AND BENEFIT AGENT
Canada Revenue Agency
11.2023 - 05.2024
CUSTOMER SUPPORT REPRESENTATIVE
Cogeco Connexion
05.2023 - 11.2023
PRODUCT EXPERT
Intuit
06.2022 - 07.2024
CUSTOMER SUPPORT & ESCALATIONS SPECIALIST
Loblaw Companies LTD
09.2021 - 06.2022
APPAREL DEPARTMENT MANAGER
Loblaws Companies Limited
04.2020 - 09.2021
Honors Bachelor of Applied Science: Community & Social Services -
University of Guelph-Humber
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