Brampton, Ontario, Canada
I am a Customer Service professional with over 3 years of customer service experience, specializing in customer service, collections, and client management. My career has allowed me to develop strong communication, problem-solving, and project management skills, which I’ve honed through roles in fast-paced environments like CBV Collections, Bill Gosling Outsourcing, and Accenture. In my previous role at CBV Collections, I assisted over 100 customers daily, helping to resolve billing issues and reduce overdue balances. I thrive on finding effective solutions to customer challenges and take pride in delivering results that improve both client satisfaction and company outcomes. I am also skilled in various technical platforms and tools, including Genesys Cloud, Citrix, and Maestro, My background in IT support, combined with my customer service expertise, allows me to approach challenges with a unique blend of technical know-how and a customer-first mindset. I am always seeking new opportunities to grow professionally and contribute to a team that values innovation, collaboration, and continuous improvement. Feel free to connect with me to discuss how I can add value to your team or project.
• Managed 100+ inbound customer calls daily regarding payment arrangements, billing inquiries, and account support for Rogers and Fido customers. • Conducted outbound follow-up calls to customers regarding overdue balances and payment solutions, contributing to improved account recovery rates. • Applied weekly coaching feedback to improve productivity and consistently exceed collection performance targets. • Achieved and surpassed monthly KPIs while maintaining professionalism and high-quality customer service in high-volume environments.
• Handled 50+ inbound and outbound customer interactions daily regarding loan payments, billing inquiries, and account support for Affirm customers. • Assisted customers with payment solutions while maintaining professionalism and empathy during sensitive financial conversations. • Delivered personalized customer support to help maintain positive client relationships and improve customer experience. • Collaborated with leadership through regular coaching sessions to improve productivity and customer service performance. • Consistently exceeded monthly collection and customer service KPIs in a fast-paced environment.
• Assisted travelers with COVID-19 protocols, quarantine requirements, and travel-related inquiries in a high-volume support environment. • Provided clear and accurate guidance to ensure compliance with Canadian public health regulations. • Maintained strong customer service standards while handling sensitive and time-sensitive inquiries. • Consistently met Key Performance Indicators (KPIs) and productivity targets in a fast-paced call center role.