Zoe Callaghan Email & Phone Number

Calgary, Canada Area

Calgary, Canada Area

• Accomplished call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures• Managed staff based on organizational headcount of 20+ employees• Created and analyzed center metrics, service levels and other performance indicators and recommend initiatives to improve service levels, the work environment and to reduce expenses. Significantly reduced data errors and bolstered call intake and productivity by 20%• Responsible for the work-force management, strategic planning, workflow, continuous improvement, productivity, service levels, Quality Assurance, cost control, customer and employee retention programs • Consistently met and exceeded operational expectations of 80% service levels• Creation of a start-up, medical contact center including implementation of software, mapping of IVR, organization of queues and priority levels

Calgary, Canada Area

• Handled all incoming calls and inquires.• Re-directed calls as required to designated account managers.• Greet, assist and/or direct business partners, students and visitors.• Pick up and deliver mail.• Update and pay account balances.• Organize and deliver class materials.

Calgary, Canada Area

• Addressed customer service inquiries with accuracy and efficiently. • Fielded customer service inquiries with a high level of complexity from commercial or industrial customers.• Established customer accounts by negotiating and documenting service type, pricing, billing, and other required information.• Identified opportunities to cross-sell additional products and services.• Served as the customer's advocate by solving problems on the customer's behalf by engaging the right department and people within Waste Management.• Utilized as a shadow for new agents based on customer service, quality assurance and ability to up-sell with refined negotiation tactics.

Calgary, Canada Area

• Determined comparable options for Telus customers. Consistently searching for deals and best prices for customers looking to switch services• Resolved high level escalations by utilizing empathy, compassion and exceptional listening and negotiation tactics• Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction• Surpassed performance goals by approaching all interactions with resourcefulness, organization and customer-centric solutions• Compiled customer feedback and recommended service delivery improvements to management• Took payment information and other pertinent information such as addresses and phone numbers to place orders

Calgary, Canada Area

• Answered constant flow of customer calls with up to 50+ calls in queue per minute• Cultivated impactful relationships with customers and drove business development by delivering product knowledge• Consulted with outside parties to resolve discrepancies and create effective solutions• Evaluated account and service histories to identify trends, using data to mitigate future issues including billing procedures, processed payments and provided payment option setup assistance• Collected customer feedback and recommended procedural or product changes to enhance future service delivery• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns