Email Verified Dawn M
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Member since August 31, 2022
Profile health 80%

Professional and Experienced Customer Service

  • $20.00 / hr
  • British Columbia
  • Save

A highly competent, and consummate professional who would like to continue and contribute to a respected corporation’s success and growth. Dedicated lifetime learner and maintains a cutting edge understanding of industry policies. Works effectively with individuals from all levels of the organization to optimize profitability.

I would be honoured to assist you with whatever your needs may be and you will get your results in a timely and efficient manner.


Customer Service Agent

  •  NCO Customer Management
  •  Apr 2004 - Nov 2009

Phone Customer Service Agent for general customer care, activations and tech departments.

Responded to clients questions on billing, set up new services and technical trouble shooting.

Assisted with training new hires.

Floor lead answering questions for other agents.

Customer Service Agent

  •  Shaw Communications
  •  Sep 2005 - May 2017

Addressed and resolved customer issues and concerns empathetically and professionally.

Gathered and verified all required customer information for tracking purposes.

Effectively managed high-volume of customer chats, phone calls and emails.

Consistently improve customer satisfaction through expert resolution of conflicts, issues, and concerns.

Advise customers on options for service and upgrade service and offer additional service packages or options.

Train Station and Gift Shop Manager

  •  Alberni Valley Industrial Heritage Society
  •  Jul 2008 - Sep 2015

Accurately record and make reservations for clients via email and phone

Responsible for daily cash out.

Suggest, promote and guide clients on trip making decisions and local tourism activities.

Maintained online reservation system, website and social media.

Operations Team Leader

  •  ToursByLocals
  •  May 2017 - Present

Managed wide variety of customer service and administrative tasks to resolve customer and employee issues quickly and efficiently.

Investigated and resolved customer inquiries and complaints in timely and empathetic manner.

Provide training for new hires.

Led projects and analyzed data to identify opportunities for improvement for Operations tasks.

Developed team communications and information for meetings.

Work closely with employees to develop and build their customer service skills.

Provide yearly Development Conversations to employees.


Bachelor of Arts

  •  Vancouver Island Univeristy
  •  Sep 2011 - Present

Currently finishing last two classes online to complete degree. Majoring in World War One and Canadian history