Cheryl Dreher-Boyes Email & Phone Number

Kitchener, Canada Area

I am accountable for over 80 delivery contractors throughout the Waterloo Region -- overseeing the daily delivery of newspapers and managing my delivery force by using proactive decision making and skills. In this role, I took over an area of Kitchener-Waterloo which had a high turnover of delivery contractors. Through my perseverance and customer service skills, I was able to quickly gain control over the area, increasing the customer satisfaction, and decreasing turnover. Working closely with the delivery contractors, I was able to quickly develop a rapport of support and mutual respect which significantly decreased customer complaints.Customer satisfaction and retention are important to the company and myself. Through my calm, nurturing nature, I am able to quickly bring a positive settlement to most negative situations.

Kitchener, Canada Area

I was responsible for the daily, weekly, and monthly reports for subscriber refunds, payments, and discrepancies that arose within the billing department. I also had daily contact with the delivery contractors, managing their invoices and bi-weekly payments for their services. I developed my own method of filing and managing documents which increased my productivity by over 25% and increased the overall effectiveness of the department as a whole. Escalated customer complaints were directed to me prior to being forwarded to a manager. Overall, I was able to effectively handle over 95% of the complaints myself. Most of which ended with complete customer satisfaction.

Kitchener, Canada Area

I started working at the Waterloo Region Record as a Front-Line, Customer Service Representative. My duties were to handle customer inquiries regarding their newspaper subscription, daily deliveries, and any disputes or dis-satisfaction which arose from the delivery. My caring and understanding nature allowed my to quickly calm any disputes which may have arose and, working closely with the customer, I was able to handle most every situation in a positive manner. I made recommendations to customers as to which product would best suit their needs and promoted company specials. Customer retention was important to me so I quickly developed methods to diffuse negative situations, turning them into positives and keeping the customer satisfied.