Experience

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  Right Time Group of Companies

  • Call Center Representative

    • Feb 2022 - Present

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  Aspire Lifestyles

  • Lifestyles Concierge Consultant-Remote-American Express Premium Card Services

    • Oct 2021 - Jan 2022

    •Provided prompt and efficient concierge booking service using various online platforms with mostly high-end dining reservations and culinary experiences worldwide completed via email and phone•Probed for description of meal experience customer is requiring when dining including any special requests•Helped customers with access to top restaurants and chef experiences•Researched travel destination restaurants all around the world and gave suggestions with detailed description through email to customers when requested•Contacted restaurants directly for customer on their behalf to get dining bookings when reservation platforms show otherwise

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  Nordia Inc.

  • Orillia, ON

  • Customer Service/Sales Representative-Bell Canada Residental Work from Home(6 months due to covid)

    • Jan 2016 - Oct 2020
    • Orillia, ON

    •Assisted customers with billing and technical issues for cellular and residential products as a first call resolution•Market and provide personalized ideas for household tv, internet and home phone services•Set up new sales orders for services for customers with confirmation and understanding of product details•Processed bill payments •Conflict resolution providing resolve

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  Achiga (Formerly Webcanada)

  • Toronto, ON

  • Customer Service Representative-Technical Support Team

    • 2013 - 2015
    • Toronto, ON

    •Managed online/phone support queues and requests through IT support ticket system averaging 30-35 tickets per day and resolved clients concerns•Followed company guidelines according to response times to customers and scored an average of 4.8 out of 5 on overall quality for external ticket rating•Instructed customers, using simplified terms to ensure understanding of issues including comprehensive step by step resolutions•Performed online/phone remote shift support for technical support team queues on 50 percent of my work shifts•Worked with internal development team to resolve more complex issues of customers by creating detailed technical tickets and monitoring these through JIRA ticket system•Documented solutions for clients and peers with high attention to detail in knowledge base system

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  Numeris (Formerly BBM Canada)

  • Toronto, ON

  • Telephone Interviewer

    • 2008 - 2013
    • Toronto, ON

    •Conducted telephone interviews to gather survey data for TV/radio ratings and other research projects in public and business sectors •Adhered to scripted questions and overcoming objections with rebuttals•Contacted households from list to recruit as Portable People Meter panel member using probing questions technique and informing of role as panel member•Edited TV/radio diary surveys to properly update omitted and misunderstood data by contacting participant•Maintained completion rates for project quotas which held to the average tier one status

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  Sitel Canada (West End Location)

  • Toronto, ON

  • Technical Support Associate T-Mobile Program

    • 2007 - 2008
    • Toronto, ON

    •Responded promptly to inbound inquiries of a technical nature for mobile services via phone support and within call frame goals•Problem solved for mobile service, hardware, email/IM, network card installation/service and other application issues•Handled problem resolution using eight online tools some of which may require follow-up and/or escalation to a higher expertise•Attended on-going training sessions using on stream sources and scored an average 90 percent and higher on the test questions

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  Sitel Canada (Central Location)

  • Customer Service Professional Direct Energy Home Services Program

    • 2006 - 2007

    •Serviced Direct Energy customer queries and effectively addressed concerns•Scheduled appointments for home service products such as furnaces, water heaters and air conditioners to be serviced and/or repaired by technicians•Appointed sales meetings for home service products, same as previously stated, for purchasing from Direct Energy•Up sold annual coverage plans for Direct Energy Home service products which met and exceeded required sales percentages

  • Customer Service Professional XM Satellite Radio Program

    • 2003 - 2006

    •Handled inbound e-mails/phone calls for set up and activation of XM Satellite Radio •Processed invoice payments and solved billing issues •Dealt with troubleshooting issues, questions and complaints about XM Satellite Radio service using a network linked knowledge base system•Connected with XM Satellite Radio customers on a outbound dialer system and applied one of four incentives to have them continue service

  • Team Lead XM Satellite Radio Program

    • 2004 - 2004

    •Assisted in managing and mentoring outbound team of 30 people on XM Satellite Radio campaign to win back customers with applied incentives •Processed daily reports with development strategies and other documents for team management and ran daily outbound dialer system •Reported any problem or fault in the project to project manager•Helped and provided conflict resolution for outbound team members•Kept outbound team motivated by being positive, implementing team activities and helping where I can •Performed quality assurance monitoring of calls for outbound team members and gavefeedback to enhance their performance and meet sales targets which resulted in high performance for outbound project

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  RCI | Vacation Exchange

  • Toronto, ON

  • Vacation Counsellor

    • 2000 - 2002
    • Toronto, ON

    •Serviced R.C.I. exchange members and Worldmark exchange members travel needs witha strong focus on Mexico, Caribbean, Spain and U.S.A. while sustained excellent customer service •Solicited for membership renewals and space banking which effectively kept with and exceeded sales quotas•Provided tourist attractions, customs, languages, special requirements, foreign currency and safety information•Investigated and suggested new travel destinations•Performed on an outbound sales team for newly issued product to R.C.I. members andeffectively applied sales skills as part of campaign team

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  McDonald's Canada

  • Toronto, ON

  • Cashier

    • 1999 - 2000
    • Toronto, ON

    •Cashier experience•Serviced customers their meal orders and handled all concerns and issues they had• Performed pre-closing and after closing procedures and went through all on checklist

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  Numeris (Formerly BBM Canada)

  • Toronto, ON

  • Telephone Interviewer

    • 1999 - 2000
    • Toronto, ON

    •Conducted varies of surveys for media and othercompanies for research purposes by phone•Recruited participants for focus groups

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  Telespectrum

  • Toronto, ON

  • Telecommunicator

    • 1995 - 1999
    • Toronto, ON

    • Applied different sales methods for inbound/outbound telemarketing campaigns including scripted and non-scripted to Fortune 500 companies • Serviced customer needs for a variety of products• Processed credit card applications by phone• Offered insurance products on credit cards

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  Hardwood Ski and Bike

  • Oro Station, ON

  • Ski Instructor

    • 1994 - 1994
    • Oro Station, ON

    •Instructed cross-country ski lessons to school groups•Assisted with rentals•Performed administrative duties as needed

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  YMCA Geneva Park

  • Orillia, ON

  • Weekend Sports Co-ordinator

    • 1994 - 1994
    • Orillia, ON

    • Motivated Customers• Maintained equipment• Instructed snowshoeing and cross-country skiing• Marked and preserved cross-country ski trails

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  Mariposa Market

  • Orilllia, ON

  • Cafe Helper

    • 1992 - 1994
    • Orilllia, ON

    •Dishwasher•Customer Relations•Cashier experience•Helped in different areas including gift shop and bakery•Processed credit card transactions when needed

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  Toronto Star

  • Orillia, ON

  • Newspaper Carrier/Canvasser

    • 1986 - 1987
    • Orillia, ON

    •Provided customized delivery of newspapers daily to residences in two paper route areas •Collected subscription fees•Solicited door to door for new customers on paper route•Assembled Saturday Toronto Star for routes to be delivered