Stephen A. Email & Phone Number

St. Jacobs, Ontario, Canada

Member of a team working in a Call Centre environment using Call Centre Software.Work closely with all departments to provide timely information to Home Dealers on product, stock availability, PO's, dealer orders, order problems, special services offered.Assist Dealer Owners with the processing of Special Orders, Courier Orders, and Emergency Demand Orders.Assist with planning, scheduling, and keying of Opening Orders, Fill-In Orders and Celebration Event orders.Generate reports… Show more Member of a team working in a Call Centre environment using Call Centre Software.Work closely with all departments to provide timely information to Home Dealers on product, stock availability, PO's, dealer orders, order problems, special services offered.Assist Dealer Owners with the processing of Special Orders, Courier Orders, and Emergency Demand Orders.Assist with planning, scheduling, and keying of Opening Orders, Fill-In Orders and Celebration Event orders.Generate reports based on requests from Retail Field Teams and Dealer Owners (balance of sales and gross margin report, and Multi-Store Comparison Report).Provide operational assistance and information for Dealer Owners on Home’s various Payment Card programs.Assist Dealer Owners with their Moneris request when a new store is created or there is a change of ownership.Assists Dealer Owners with financial settlement issues concerning Home Gift Card, Visa, Mastercard, American Express, and Debit Cards. Second level support is also provided for Dealer terminal support. Show less

• Responsible for handling 20-30 and sometimes more incoming telephone inquiries and making outbound calls within the call centre environment for all lines of group and individual life, dental and health benefits providing benefits information and resolving member concerns.• Provides timely & accurate information in response to inquiries using an automated phone system, computer applications, training material & other applicable resources.• Resolves member complaints regarding coverage,… Show more • Responsible for handling 20-30 and sometimes more incoming telephone inquiries and making outbound calls within the call centre environment for all lines of group and individual life, dental and health benefits providing benefits information and resolving member concerns.• Provides timely & accurate information in response to inquiries using an automated phone system, computer applications, training material & other applicable resources.• Resolves member complaints regarding coverage, claims & service, and documents outcomes for future reference. This includes clarifying members complaints, investigating the problem, developing solutions, making recommendations to management, and following-up to ensure resolution.• Responds to email inquiries from the department’s email queue within specified turnaround times & ensures a high level of customer satisfaction through effective support and excellent customer service, by providing quick & accurate service in a professional manor.• Keeps information confidential to protect operations and perform other duties within competence, as assigned. Show less

Kitchener, Canada Area

In this role I was responsible to;• Provide high-quality customer service by phone, fax, email and assist customers in understanding the range & application of their broad product offerings.• Continuously expand & research products & relevant industry knowledge to be shared with customers and co-workers & follow up on inquiries in a timely manner if not readily available.• Collaborate with customer account managers, manage call queues, back orders & process returns. Provide… Show more In this role I was responsible to;• Provide high-quality customer service by phone, fax, email and assist customers in understanding the range & application of their broad product offerings.• Continuously expand & research products & relevant industry knowledge to be shared with customers and co-workers & follow up on inquiries in a timely manner if not readily available.• Collaborate with customer account managers, manage call queues, back orders & process returns. Provide feedbacks & observations that enable continuous improvements in services & processes.• Communicate escalations, special needs & sale opportunities to appropriate internal departments and or representatives.• Log Customer transactions, contrat issues & negative customer experiences in client management system.• Verify all customers & order information for accuracy and compliance in complex order entry systems. Other duties as required. Show less

Cambridge, Ontario, Canada

Bilingual Sales Associate – TD Sales Division * Responsible and licensed to sell travel insurance.* Provide telephone support for e-commerce and insurance clients.* Provide new quotes to customers inquiring about the purchase of insurance.* Increase sales by offering additional products through effective up-selling/cross-selling techniques while meeting or exceeding monthly performance objectives in terms of sales volume, call answer time and call quality.* Interpret… Show more Bilingual Sales Associate – TD Sales Division * Responsible and licensed to sell travel insurance.* Provide telephone support for e-commerce and insurance clients.* Provide new quotes to customers inquiring about the purchase of insurance.* Increase sales by offering additional products through effective up-selling/cross-selling techniques while meeting or exceeding monthly performance objectives in terms of sales volume, call answer time and call quality.* Interpret policies, provide benefit information and provide translation services as required. Show less

Responsible for a sales territory (mainly Quebec & some part of Ontario). Duties includes; outbound & inbound calls, order processing, customer complaints resolutions, relationships building and follow ups. Maintain active customer base, promote company's products, specials and new products to reactivate clients among others.

Working for Concentrix under the Apple account.In this role I was responsible for: * Troubleshooting electronic devices: cellular phones, tablets and portable music devices* Assisted customers in both French and English, secured their online accounts* Advised customers of the different technical support services available through the company.

Translation (English-French)

Computer Science

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