I am an accomplished professional with over 5 years of experience in the BPO. I possess a breadth of knowledge and talents that will allow me to contribute to your success through this role.
I recently worked as a Customer Service Representative at Bell Canada, my role involved providing comprehensive support to customers, addressing a wide range of inquiries, and ensuring satisfaction across various touchpoints, including billing and technical support. Key responsibilities included:Handling Customer Inquiries: Assisted customers with questions related to Bell's products and services, offering solutions and information via phone, email, and live chat. Ensured clear communication and satisfaction by addressing needs effectively.Billing Support: Managed customer billing inquiries, including explaining charges, resolving discrepancies, processing payments, and setting up payment plans. Ensured accuracy in billing statements and offered guidance on managing accounts.Technical Support: Provided troubleshooting and technical assistance for a range of Bell services, including internet, TV, and phone. Guided customers through setup issues, connectivity problems, and device configuration to ensure seamless service delivery.Problem Resolution: Handled escalated customer concerns, ensuring that issues were addressed promptly and satisfactorily. Collaborated with other departments when necessary to resolve complex issues, maintaining a high standard of service.Customer Education: Educated customers on the use of Bell products and services, helping them maximize the value of their accounts through tailored advice and support.Maintaining Customer Records: Accurately recorded customer interactions, billing updates, and troubleshooting actions in the CRM system, ensuring detailed documentation for future reference and follow-up.Promoting Services: Offered relevant service upgrades and product recommendations based on customer needs, assisting in enhancing customer experience and driving business ----------- my role as a Customer Service Representative at Skywire Networks, I was responsible for delivering exceptional customer service, managing inquiries, and handling escalations while using Salesforce to create and manage service tickets. Key responsibilities included:Ticket Management via Salesforce: Utilized Salesforce to create, track, and resolve customer service tickets, ensuring all issues were documented accurately and followed up in a timely manner. Maintained up-to-date records of customer interactions and solutions provided.Handling Customer Inquiries: Answered incoming customer calls and inquiries related to services, technical issues, and billing. Provided clear, accurate information, and resolved customer concerns -----------calation Management: Addressed customer concerns and escalated more complex issues to higher-level support or management when necessary. Ensured that escalations were handled promptly, with clear communication on the status and resolution of issues.Problem Resolution: Worked to resolve a variety of customer issues, from service disruptions to account inquiries, ensuring customer satisfaction and timely issue resolution.Customer Education: Assisted customers by explaining service offerings, troubleshooting technical issues, and providing support on product setup, ensuring they fully understood their services and how to use them effectively.Collaboration with Other Teams: Coordinated with technical and sales teams to resolve customer issues that required specialized knowledge, ensuring a seamless service experience for the customer.Maintaining Customer Relationships: Ensured positive customer relationships by providing courteous and professional service, addressing concerns with empathy, and seeking to retain customer loyalty.
