Yveta Charles

• Communicated with management when customer issues escalated and worked to find resolutions.
• Respond to inbound calls from retail customers, related programs, and store personnel regarding various issues, questions, concerns, , complaints, policies, and advice.
• Resolved complaints to satisfy customers and encourage future transactions.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Detailed payment options and explained.Review individual credit card transactions that are identified as being at risk of loss due to fraud and take appropriate action to mitigate the loss to the organization, while ensuring that customer accounts and personal information are handled professionally and confidentially

The provincial Vaccine contact center

Booking vaccine appointment for the customer.

Changing, cancelled if the customer missed an appointment.

Schedule an appointment through the provincial online vaccine booking system, help the customer to manage their appointments:

Give the customer information need to use the provincial booking system.

Email or mail the customer Vaccine certificate with the QR code.

• Identified issues, analyzed information and provided solutions to problems.
• Responded to customer requests for products, services, and company information.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Helped customers with information about the Payfare account activation process: Earnings Deposit interact E -transfer, Replacement Card (loss /Stolen/ Damage) Inquiry
• Accurately documented customer conversations in appropriate systems
• Determined customer needs and recommended customized solutions
• Followed-up with customers to ensure satisfaction

Toronto Transit Commission, TTC Customer Service Representatives’ Agency, Toronto

• Ensured that customer concerns are resolved with urgency Effectively with Transit Control, Subway Safety, and medical emergency related operations
• Assisted Customers in Medical Emergency and communicated conflicts effectively
• Complied with company policies and procedures
• Managed effectively multiple and changing priorities

• Developed and updated spreadsheets and databases to track, analyze, and report on performance and sales data.
• Updated spreadsheets and created presentations to support executives and boost team productivity.
• Handled scheduling for executive's calendar and prepared meeting agenda and materials.
• Responded to emails and other correspondence to facilitate communication and enhance business processes.
• Organized and updated schedules for executives.