Zoe A Dittrich Email & Phone Number

Toronto, Ontario, Canada

• Answers inbound calls in a high-volume contact centre regarding inquires to 401(k), defined benefit, investments and planoptions to U.S. customers• Processes transactions while providing accurate and specific drafted responses to account changes• Submits investigations to relevant departments for complex inquires and incomplete documentation from customers• Follows up with customers in a timely manner to ensure compliance with department requirements and escalate issues asrequired

Scarborough, Ontario

• Answered escalated calls to resolve complaints from existing customers.• Listened, engaged and utilized de-escalation techniques on every interaction to ensure resolutions• Provided suggestions and positioning to frontline agents to keep solve issues in one phone call• Had authority to make decisions based on business outlines and advocate on behalf of the customer

Toronto, Ontario, Canada

• Wrote, edited, and revised training manuals for new and continuous learners• Completed on-boarding requests for system access and software updates• Outlined expectations of culture and responsibilities of new roles• Provided on-call support during productive practice for trainees to feel comfortable in their role• Followed up with team leaders after training completion for progress reports and feedback evaluation

Toronto, Ontario, Canada

• Answered internal calls and chats across multiple departments with inquiries on processes and troubleshooting applicationswith a focus on agent guidance on empowerment• Focused on a “teach not tell” approach with agents on calls to encourage self-discovery and problem-solving• Responded to calls from customers regarding transferring and troubleshooting phone numbers to and from all TELUS brands• Documented interactions with agents for tracking and coaching purposes• Engaged relevant stakeholders to flag errors and knowledge or process gaps

Scarborough, Ontario

• Supported teams of up to 18 agents in a call centre environment• Provided daily coaching, direction and leadership to team members• Oversaw employees and the accuracy of online systems, processes and procedures to ensure timely delivery of variousTELUS services to dynamic customer base with eye on continuous improvement• Maintained knowledge of call centre and system operations such as reporting and billing as well as database management

Toronto, Ontario, Canada

• Upsold product and services to increase revenue penetration and improve customer satisfaction• Provided recommendations on improvements to products and services, along with offering long-term solutions to retain clients• Completed inbound and outbound calls to customers as required to offer promotions and to ensure ongoing satisfaction