Experience

Miele Canada
• Canada
• Manufacturing
• 1 - 100 Employee
• Billing and Client Care Support Specialist

  • Jan 2018 - Present
• Technical Support Specialist

  • Jan 2017 - Jan 2018


National Business Furniture

• United States
• Furniture and Home Furnishings Manufacturing
• 100 - 200 Employee

• Client Relations Specialist & Furniture Consultant

  • Apr 2012 - Nov 2016

  Responsible for Inside Sales to our Canadian National customers along with US clientele. Providing information regarding products, manufacturer specs, lead times and shipping/deilvery information. Providing accurate & timely quotes for both residential and business clients. Buidling relationships with furniture manufacturers, carriers and installers to help ensure the best price is available to our clients while maintaining the company goals and focus of the best service and the fairest price possible. Responsible for providing customer service excellence when caring for our customers with their inquiries; billing, invoicing, product service questions, product damages etc... Responsible for daily entries of invoices from manufacturer`s, reviewing statements, monitoring Late Ship reports ensuring manufacturers are meeting their lead times. Address missing or late ship orders. Contacting apprpropiate team members at head office regarding any invoicing or pricing discrepancies. Responsible for processing claims for missing or damaged merchandise with appropiate carriers. Ensuring all necessary documentation is provided to meet carriers time lines for claim processing. Working closely with team members here in Canada and the US to help support our company reach branch goals. Show less



Bell Mobility

• United Kingdom
• Retail Apparel and Fashion
• 1 - 100 Employee

• Client Care Helpdesk/CSR Training Representative/Team Coach

  • Jan 1996 - Jan 2012

  Provide coaching to CSR's to ensure that they meet objectives for all aspects of customer care. Ensure that calls are resolved in less than 4 minutes with superior quality evaluation and minimal callbacks. As product/process subject matter expert, support several departments including Sales, Marketing and other Customer Service Teams.Key Responsibilities:Ensure that all calls are answered with 100% accuracy while meeting all criteria for quality measures.Provide direct coaching to resolve all billing, technical, and system problems.Assist with side-by-side coaching as warranted to support sales and quality coaching.Support Project Management teams re: billing, promotional or system related issues.Help identify key system and billing irregularities to help reduce revenue leakage.Conduct preliminary telephone interviews to assist Human Resources with effective recruitment.Perform face-to-face behavioral interviews on behalf of Customer Service and Help Desk Teams.Key Achievements:Identified gap in quality measures in our team via our Quality Coach. Initiated and presented "Lifeline to Quality" PowerPoint to colleagues, thereby improving results by 20% within a month's time frame. Selected to participate in a forum to identify key areas of improvement across Canada. Presented to the Director of Customer Service recommendations for process improvement on key accounts. Implemented process improvements that streamlined call resolution and saved time for CSR's.Selected to overhaul the Quality template by working with cross-functional teams and Quality Manager to formally define quality ratings. This quality template was rolled out to over 1000 employees nationally.Received numerous in-house recognition awards for superior client relations. Show less

• Client Care Services Help Desk

  • 1991 - 2012

• CSR

  • Jan 1991 - Jan 1996

  Responded to all in-bound client care inquiries such as billing, promotions, and technical issues in a timely and professional manner. Ensured that metrics for call quality and timeliness were attained.Responsible for outbound calling to new clientele (Welcome Calls) to ensure understanding of billing and services. This included completing Anniversary calls to clients ensuring their satisfaction and resolving issues as they arose.Selected to assist with the product launch of Liberti. Responded to all in-bound client care inquiries and provided resolutions where necessary.Achieved corporate targets for sales results for new products. Show less


Bell
• United Kingdom
• Advertising Services
• 1 - 100 Employee
• Client Care Help Desk Advisor

  • Jan 1991 - Jan 2012

KRG Insurance Brokers (div. of RRJ Insurance Group)
• Commercial Lines Broker

  • 1988 - 1990