Moya Irshard
355 West Mount Avenue ,ON
Summary
Proven achiever with extensive experience at National Commercial Bank, adept in conflict management and CRM software. Excelled in enhancing customer satisfaction through effective escalation management and cross-functional collaboration. Demonstrated expertise in complaint resolution and quality assurance, contributing to significant improvements in customer support and service delivery.
Overview
11
11
years of professional experience
1
1
Certificate
Work History
Senior Customer Service Representative
National Commercial Bank, NCBJ
10.2019 - 06.2024
- Escalated issues to proper supervisors when standard processes were not effective
- Assist with debit and credit card replacement
- Open new and or dormant accounts for client
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Engaged clients in person and over phone to answer questions and address complaints.
- Resolved customer service issues using company processes and policies and provided updates to customers.
Collections Agent
National Commercial Bank
06.2017 - 09.2019
- Reach out to customers with 6 or more days past due on loans and/or credit card
- Processed payments to regularize customer balances.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Maintained high volume of calls and met demands of busy and productive group.
Administrative Clerk
National Commerical Bank
12.2013 - 05.2017
- Communicated with customers via phone and email to confirm usage of facility.
- Coordinated and maintained impressive office organization to keep facilities efficient, organized, and professional.
- Created welcoming environment for customer by greeting and assisting, as well as quickly responding to customer inquiries and needs.
- Balanced multiple roles to accomplish diverse tasks and make larger impact to organization.
- Proofread and edited professional documents to fix errors.
- Arranged meetings and appointments and updated records to assist management.
- Entered data into system and updated customer contacts with information to keep records current.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
Education
High School Diploma -
Glenmuir High School
May Pen, Clarendon Associate of Commerce And Business Administration - Business Administration
Glenmuir High School
May Pen Clarendon Advanced Diploma Business Administration - Accounting And Business Management
Centennial College
941 Progress, Toronto Ontario 05.2027
Skills
- Documentation Review
- Conflict Management
- Database Research
- Escalation management
- Call center experience
- Cross-Functional Collaboration
- Complaint resolution
- Quality Assurance
- De-Escalation Techniques
- CRM Software
- Customer Support
- Live chat support
- SOP Writing
Accomplishments
- Supervised team of 20 staff members.
- Achieved 100% of target (2019-2021)
- Achieved pinnacle awards for top customer service agent 2018-2019
- Customer recognition through companies monthly customer service agent rewards
Timeline
Senior Customer Service Representative
National Commercial Bank, NCBJ
10.2019 - 06.2024
Collections Agent
National Commercial Bank
06.2017 - 09.2019
Administrative Clerk
National Commerical Bank
12.2013 - 05.2017
High School Diploma -
Glenmuir High School
Associate of Commerce And Business Administration - Business Administration
Glenmuir High School
Advanced Diploma Business Administration - Accounting And Business Management
Centennial College
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Worry a little bit every day, and in a lifetime you will lose a couple of years. If something is wrong, fix it if you can. But train yourself not to worry. Worry never fixes anything.
Mary Hemingway
Languages
English
Full Professional
Tennis, reading and Sleeping
Tennis is a found sports to play. I usually play twice per week with friends or family. Reading is a fun way to exercise and improve your vocabulary skills. I enjoy reading everything even the news papers.
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