Janet Bart
Regina
Summary
Proven achiever in customer service, adept at complaint resolution and quality assurance, I excelled at Quill Corporation by fostering long-term customer relationships and exceeding performance targets.
Overview
39
39
years of professional experience
Work History
Sr Customer Service Representative
Quill Corporation (subsidiary of Staples Inc.)
08.2003 - 08.2024
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Engaged clients over phone to answer questions and address complaints.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
- Utilized CRM tools effectively for efficient tracking and reporting of customer interactions and outcomes.
- Developed comprehensive knowledge of company products and services in order to provide accurate information to customers.
- Mentored junior team members, contributing to their professional development and overall team success.
- Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.
- Processed, scheduled and executed customer orders for new and established customers.
- Addressed issues with diplomacy and tact while finding resolutions that satisfied both the client''s concerns and company interests.
- Reduced call wait times by implementing effective time management techniques within the team.
- Escalated issues to proper supervisors when standard processes were not effective.
Guest Services Associate
Ramada Renaissance Hotel
11.1990 - 09.1995
- Collaborated closely with other departments to meet guest needs and provide best possible experience.
- Streamlined check-in and check-out processes for increased efficiency and reduced wait times.
- Gave information about area attractions and provided directions.
- Handled phone calls professionally, directing callers to appropriate departments or providing information as needed.
- Provided timely assistance to guests, demonstrating superior customer service skills and attention to detail.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
- Trained new Guest Services Associates on company policies and best practices, fostering a strong team environment focused on delivering exceptional service.
- Maintained accurate records of guest transactions, upholding strict confidentiality standards.
- Earned Saskatachewan Tourism Education Council certification in recognition of providing excellent customer service.
- Responded to guest inquiries to maximize guest satisfaction.
- Handled customer complaints to satisfy and retain guests.
- Upheld hotel policies and procedures by providing high level of customer service.
Room Reservations Agent
Ramada Renaissance Hotel
01.1986 - 04.1989
- Managed group bookings efficiently, coordinating the necessary accommodations for large parties or events at the hotel.
- Assisted guests with special requests, resulting in a memorable stay and positive feedback.
- Enhanced customer satisfaction by efficiently processing room reservations and providing personalized service.
- Monitored room availability closely, optimizing occupancy rates by adjusting bookings as needed.
- Handled high volumes of calls and emails, managing multiple reservations simultaneously while maintaining attention to detail.
Education
High School Diploma -
Holy Cross High School
Saskatoon, SK06.1983
Skills
- Customer Support
- Complaint resolution
- Quality Assurance
- Payment Processing
- Order Fulfillment
- Call center experience
- Teamwork and Collaboration
- Product and service knowledge
- Computer Skills
- Customer Data Confidentiality
- Professional telephone demeanor
- Data Entry
- Multi-Line Phone Systems
- Policies and Procedures Adherence
- Sales and Upselling
- Order and Refund Processing
Timeline
Sr Customer Service Representative
Quill Corporation (subsidiary of Staples Inc.)
08.2003 - 08.2024
Guest Services Associate
Ramada Renaissance Hotel
11.1990 - 09.1995
Room Reservations Agent
Ramada Renaissance Hotel
01.1986 - 04.1989
High School Diploma -
Holy Cross High School
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