Kelly Grant1107-33 Robinson St.Hamilton, Ontario L8P 1Y8Phone: 905-531-0925E-mail: kellyhgrant@hotmail.com

Summary of Qualifications

Knowledgeable Customer Service Representative with 18 years of experience in working with the public. Able to learn quickly and adapt to new environments with ease. Proven record of exceeding customer expectations. Proficient with MS Outlook, MS Word, MS Excel and MS Access. Typing speed tested at 65 wpm. Specialised customer service skills include active listening, acknowledging concerns and resolving issues. Able to prioritize and multi-task in fast-paced environments. Good interpersonal skills.

RELEVANT WORK EXPERIENCE

Multi-channel Sales RepresentativeAugust 2014 to presentCogeco Cable CanadaBurlington, Ontario

Sales and Service Contact RepresentativeJanuary 2011 to PresentCogeco Cable CanadaBurlington, Ontario

Retention Support SpecialistContract from July 2011 to March 2012Cogeco Cable CanadaBurlington, Ontario

Answered phone inquiries from customers. Offered customized solutions to customers’ concerns and requests. Identified opportunities to up-sell additional products. Resolved billing inquiries. Issued credits and adjustments when necessary. Highlighted features and benefits of cable service over services offered by competitors in order to retain customers’ business. Took Tier 2 calls from customers considering cancelling services. Offered appropriate loyalty discounts & resolved complex issues to retain customers. Researched offers & services from competitors in order to highlight the unique benefits of remaining with Cogeco Cable. Responded to inquiries via social media. Made outbound calls to book new installations as part of the new home builder and third party retail sales programs. Managed incoming sales orders received via Cogeco’s website. Monitored volume of incoming calls to maintain an acceptable service level. Responded to escalated issues via social media channels. Co-ordinated with Tier 2 Support Teams to resolve escalations. Participated in peer coaching sessions to assist Tier 1 agents.

Quality Assurance Analyst November 2009 to January 2011SP Data Response ManagementHamilton, Ontario

Monitored live and recorded calls in a busy inbound & outbound call centre. Ensured that agents were following model call flow as required by the client. Provided coaching and feedback to agents in order to improve performance. Analyzed monthly trends to determine areas of opportunity. Selected calls for calibration sessions. Attended weekly calibration sessions.

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Assisted in training new Quality Assurance Analysts. Investigated customer escalations and provided appropriate response & resolution. Created job aids and daily reports. Developed action plans. Prepared and delivered disciplinary action when required.Telephone Sales Agent February 2009 to November 2009SP Data Response ManagementHamilton, Ontario

Contacted existing customers to upgrade services and increase revenue. Responded to customer concerns and provided resolution to existing issues. Answered incoming calls and provided information on telecommunications products and services. Created work orders for installations and re-directed calls to appropriate departments.

Customer Service RepresentativeJune 2004 to December 2007Convergys Customer Management, CanadaWelland, Ontario

Responded to incoming calls from wireless telephone customers. Maintained records in Oracle-based database. Processed payments via credit card. Analyzed invoices to ensure accuracy. Made monetary adjustments to accounts to correct for errors and promote goodwill. Reviewed usage and made recommendations for better customer-product fit. Provided technical troubleshooting and support for TDMA & GSM wireless phone technology. Guided clients through technical troubleshooting steps using online manuals and user guides. Provided additional troubleshooting steps to correct issues with voicemail, text messaging, data connection, Bluetooth, PDA & iPhone operation. Reviewed product line and made recommendations for customer purchase based on need and suitability. Processed sales order forms. Consistently attained above-average scores from quality monitoring department. Achieved highest ranking for accuracy and customer service skills. Received recognition for demonstrating strong commitment to company values. (Power of One Champion award).

EducationCustomer Care Agent ApprenticeshipNorthern College, Timmins, OntarioMarch 2010 to December 2010Courses include:

Health & Safety Practices Workplace Stress and Conflict Resolution Introduction to Computers Microcomputer Applications Desktop and Mobile Applications Quality Customer Service Communications Contact Centre Environment Time Management Professionalism in the Workplace Teamwork Mentoring & Coaching

Two-Year Diploma, Natural Resources TechnicianSir Sandford Fleming College, Lindsay, OntarioGraduated on the Dean’s Honour List, 1995

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Certificate in Public RelationsRyerson University Continuing EducationCompleted September 2014

Courses include:

Planning, Programming & Budgeting Reputation Management Writing for Public Relations Research & Evaluation Media Relations Social Media in Public Relations

Workplace Hazardous Materials Information SystemCompleted Phase II Certification within the Niagara Parks Commission, 2001

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