Fortune O. Email & Phone Number

Toronto, Ontario, Canada

Ontario, Canada

• Handled over 185 customer calls daily, with responsibilities including signing up new customers,providing product information, and managing customer expectations.
• Proactively identified and resolved potential customer problems before they escalation.
• Consistently achieved high Customer Satisfaction (CSAT) score of over 85% week in week out.
• Prepared product and service reports by collecting and analyzing customer information using excel.
• Constantly up-selling, cross-selling and helping customers make the right product selection to drivesales from the channel.
• Analyzed and resolved tickets based on the service level and escalated issues when required.

• Proactively resolved product or service problems by clarifying the customer's complaint;determining the cause of the problem; selecting and explaining the best solution to solve theproblem; expediting correction or.
• Interacted with other departments such as Issue resolutions, Finance, Dispatch and vendormanagement departments to meet and deliver customer requirements/expectations and consistentlyreceived a 98% customer.
• Reduced the number of customer complaints from over 20 weekly to a maximum of 8 weekly
• Coordinate returns, damages, and replacements of over 30 orders per day.
• Displayed leadership by training incoming associates and being a point of reference

• Monitoring and following-up on logged actions required and issues/risk plans to avoid unexpected impacts.
• Ensuring that appropriate project plan updates and mitigation are applied to keep the project plan on track.
• Provide weekly/monthly financial status reporting to multiple stakeholder groups including steering committee using MS Excel and PowerPoint.
• Maintained the overall project budget and tracked overall costs for assigned work; monitored authorized, actual, and forecasted budget.
• Conducted regular project meetings with team members, Management Committee/Operating Committee and other stakeholders as required providing updates on project status and addressing issues.
• Managed Project SharePoint (User permissions, weekly document upload, and stored project artifacts).