• Software: Microsoft Suite (Word, Excel, Power Point, One Note, Outlook), Windows Operating System, Genesys Workspace, Citrix, Multifactor Authentication (MFA), NASCO Mainframe, Facets (claim system app), LuminX, Service Now (ticketing system).
• Safety and Compliance
• Time Management
• Active listener
• Product knowledge
• Organizational skills
• Outgoing personality
• Languages: Bilingual, fluent in oral and written French
• Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
• Engaged in continuous learning and development opportunities to promote continued performance improvement.
• Used consultative sales approach to understand customer needs and recommend relevant offerings.
• Adhere to company policies and scripts to consistently achieve call-time and quality standards.
• Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
• Evaluate customer information to explore issues, develop potential solutions and maintain a high-quality service.
• Researched issues through identification of similar past problems and recommended most appropriate solutions
• Maintained accurate and current customer account data with manual forms processing and digital information updates.
• Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
• Adhered to company policies and scripts to consistently achieve call-time and quality standards.
• Contributed to company achieving and holding industry-leading customer service ratings.
• Educated customers on current promotions, upgrades or new offerings available under current plan.
• Assisted 60 customers in average 8 hours by answering questions, responding to inquiries and handling telephone requests.
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