Yvonne Mackay
Niagara Falls,ON
Summary
Knowledgeable and dedicated customer service professional with extensive experience in technical industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to teams success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for attention to detail, administrative duties and customer support.
Overview
5
5
years of professional experience
Work History
Customer Experience Expert
Empowerment Technologies Inc.
09.2019 - Current
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service with maintaining 94% CSAT.
- Responded to high volume of chats and email utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Monitored customer feedback to identify areas of improvement in customer experience.
- Investigated customer complaints and escalated issues to address critical requests.
- Sought ways to improve processes and services provided.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
Facebook Ad Support
Accenture
01.2019 - 09.2019
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
Achieving Success With Difficult People
University of Waterloo
Waterloo, ONDale Carnegie Course
Dale Carnegie
Successful Negotiations
Dale Carnegie
Radio Broadcasting And Communications
Mohawk College of Applied Arts And Technology
Hamilton, ONSkills
- MS Office Proficiency
- Complex Product Knowledge
- Organizational Skills
- Support SOP Writing
- Troubleshooting and Assistance
- Sales and Upselling
- Proficient in Zendesk
- Reading Comprehension
Joint Health and Safety certification
Worker representative
Additional Information
St. John Ambulance Standard First Aid and CPR
Timeline
Customer Experience Expert
Empowerment Technologies Inc.
09.2019 - Current
Facebook Ad Support
Accenture
01.2019 - 09.2019
Achieving Success With Difficult People
University of Waterloo
Dale Carnegie Course
Dale Carnegie
Successful Negotiations
Dale Carnegie
Radio Broadcasting And Communications
Mohawk College of Applied Arts And Technology
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