Kelly Jacobs Email & Phone Number

Waterloo, Ontario

Waterloo Collegiate Institute - Aug 2015-PresentKitchener-Waterloo Collegiate and VS - Feb 2015-June 2015Sir John A. Macdonald Secondary School - Nov 2014-Dec 2014• Interact positively and professionally with students, staff, parents and the public• Reception (answer internal and external calls)• Submit Bank deposits via BAS• Enter and submit accident reports via OSBIE• Address any attendance concerns from students, parents and staff• Monitor attendance voicemail• Attendance, including scanning, group maintenance, absences, recording late arrivals, report generating and printing attendance recording sheets, via Trillium• Generate attendance referral letters• Maintain and update data via Trillium Student Information System• Enter and organize locker information via Filemaker Pro• Update First Aid Kits• Perform various clerical duties as instructed by Office Supervisor

Kitchener, Canada Area

Common Customer Service Representative (2008-2012)•Fluent in all lines of business: cable, internet, home phone and wireless•Provided an explanation to customers regarding their invoices, ensuring they were able to understand the information•Sold and clarified information regarding new products and ensured the customers were aware of the billing impacts, including proration•Placed orders for new products/services/devices in a timely and efficient manner•Processed payments and payment arrangements in an accurate fashion•Improved business revenue by exceeding company targets for interaction per call by 20%•Assisted customers with online self-serve tools providing faster response times•Achieved and exceeded company handle time of 5 minutes or under•Helped in the development of the call flow for ‘bridging to a sale’, which lead to increased sales volume for other team membersCommon Retention Representative (2008-2012)•Retained customers in all lines of business wishing to cancel services by using loyalty tactics•Helped to customize customer bundle packaging to best suit their needs•De-escalated passionate and/or irate customers and re-established a positive business experience•Exceeded the save rate by 15%•Achieved 100% consistently upon reviewed calls for quality purposesCable Fulfillment Representative (2006-2007)•Received calls from Rogers Authorized Dealers and assisted with activating cable boxes and/or internet modems •Upgraded and upsold cable boxes and internet packages to best suit the consumers’ needs•Submitted locate requests for lost or stolen cable and internet equipment•Assisted with general troubleshooting for cable and internet services•Aided Rogers Authorized Dealers with activating promotional discounts and ensured they were discounting services appropriately and accurately•Advised of ongoing promotions and explained eligibility rules and guidelines

Certificate, Animal Sciences, A

Graduated with honours

Ontario Secondary School Diploma

Thr Orientation Training

Education record

•Maintaining Composure with Passionate Customers, 2008 •Negotiation Skills, 2008 •Bridge to a Sale, 2008 •Closing a Sale, 2008