Yyyyyy x. yyyyyy

Pickering, ON L1X0C7 ￨ (xxx-xxx-xxxx ￨ abc@xyz.com

Customer Service ￨ Complaints Handling ￨ CRM Systems ￨ Needs Analysis ￨ Project Management

High-Volume Account Management ￨ Billing Analysis ￨ Key Negotiations ￨ Business Communications

Team Building / Training ￨ Coaching / Mentoring ￨ Strategic Analysis / Planning ￨ Trends Tracking / Patterns

Conflict Resolution ￨ De-Escalation Processes ￨ Processes Optimization ￨ Best Practices ￨ Journey Mapping Tool

Highly Accomplished Resolution Specialist who offers customer-focused, solutions-centric critical thinking for insightful, change-oriented results while making decisions to reflect positively on business operations in alignment with a company s vision, value, and goals. Top Performer who rises above service challenges to improve the bottom line and achieve winning outcomes, including quickly adapting to evolving scenarios. Excellent Communicator who uses proven active listening and interviewing skills to assess customer needs and take ownership of difficult situations. Out-of-the-Box Thinker who leads peers by example and with ethics and integrity.

Service Concierge (2016 Present)

Capitalize on the opportunity to promote excellence in customer service from inception of issue through to rapid, mutually beneficial resolution. Expertly de-escalate challenging customer situations via telephone to create a positive customer experience. Deliver on Rogers Five Reliable Behaviors to consistently achieve key objectives.

  Empathetically understand customers concerns to promote a constructive dialogue.

  Continually inspire confidence in the Rogers brand via qualities of service excellence.

  Follow up on account changes and billing impacts for a seamless customer experience.

Care Help Desk ￨ Retention Consultant (2011 2016)

Utilized broad scope of industry knowledge toward proactively supporting frontline Care teams by delivering results-centric coaching / resolution of customer concerns. Accurately understood customers needs and confidently took ownership of a situation with an eye for detail and focus on resolution. Collected comprehensive data relevant to a problem, ascertained the root cause of a cancellation, and identified and developed practical resolutions. Educated and resolved customer service concerns to their ongoing satisfaction.

  Expertly de-escalated difficult customer situations via telephone and social media.

  Exhibited strong negotiation and communication talents to maintain customer loyalty.

  Right-sized customers based on individual needs by promoting appropriate products / services.

Bachelor s Degree in Economics

Associate s Degree in Business

Six Sigma Yellow Belt (In Progress)

Project Management Certification (Ryerson University ￨ In Progress)

Project Quality ￨ Risk Management

Planning / Scheduling ￨ Leadership in Project Management

Fundamentals of Project Management ￨ Project Cost / Procurement Management

Microsoft Office (Word, Excel, PowerPoint, Outlook) ￨ V21 ￨ SGI ￨ Nova ￨ Telli ￨ Verint Systems ￨ Social Media

Yyyyyy x. yyyyyy

Pickering, ON L1X0C7 ￨ (xxx-xxx-xxxx ￨ abc@xyz.com

Date

Hiring Agent Name

Company Name

Address

City/State/Zip Code

Dear__________________:

I am exploring a new career opportunity within a challenging [ Insert Job Title ] role, and I believe that I can make a positive contribution to your success.

To acquaint you with my background, I can offer proven experience in Customer Service, Complaints Handling, Conflict Resolution, De-Escalation Processes, Strategic Analysis, Trends Tracking, High-Volume Account Management, Best Practices, Process Optimization, CRM Systems, and Social Media. I am also well-versed in Project Management, Team Building / Training, Coaching / Mentoring, Trends Tracking, Billing Analysis, Negotiations, and Business Communications, and consistently achieve winning project and / or assignment task outcomes due to my superior skills in critical thinking, time management, and attention-to detail.

To complement this experience, please note that I earned a Bachelor s Degree in Economics from York University and an Associate s Degree in Business from Andrews University. I am currently pursuing a rigorous Project Management Certification at Ryerson University, as well as Six Sigma Yellow Belt credentials.

Currently, as a Service Concierge for Rogers Communication, Inc., I expertly de-escalate challenging customer situations via telephone to promote excellence in customer service from inception of issue through to rapid, mutually beneficial resolution. Within this role, I consistently deliver on Rogers Five Reliable Behaviors to successfully achieve key objectives.

A sample of my achievements included:

  Continually inspiring confidence in the Rogers brand via qualities of service excellence.

  Empathetically understanding customers concerns to promote a constructive dialogue.

  Following up on account changes and billing impacts for a seamless customer experience.

I am eager to discuss how my qualifications uniquely match your current and future needs, and look forward to interviewing with you soon.

Sincerely,

Yyyyyy x. yyyyyy