Customer Service Representative
Resume:
VIOLA ATHIAN
CALGARY, ALBERTA T2A 5A9
acxuxq@r.postjobfree.com
OBJECTIVE:
A well organized, result and detailed-oriented individual seeking a challenging opportunity where my effective customer service skills and experience may be strategically used to assist company in the growth of their business.
EDUCATION & CERTIFICATES
Cambrooks College – Pharmacy Assistant Present
Paysafe Group PLC
o Securing Information and Protecting Privacy 2015 o Certificate for Anti Money Laundering and Anti Bribery Act 2014
CPR & First Aid
EXPERIENCE
Recovery Specialist and Member Security May 2015 – Dec 2015 PAYSAFE GROUP PLC – Calgary, AB
Completed outbound calls to assist clients with deposits, transfers to merchants and other inquiries.
Worked on outbound call campaigns to generate revenue including current CC/DC decline page.
Resolved customer inquiries while providing exceptional customer service to exceed targets.
Superior communication (oral and written) while providing quality service in a professional manner.
Worked effectively in a team environment with a focus on conversions.
Adhered and applied rules of the campaign to tracked conversions.
Ensured submitted results were in compliance to internal and transparent audit processes.
Provided feedback on best practices for troubleshooting deposits that yield higher conversion rates.
Prepared effective reports regarding campaign results to management.
Self-motivated and able to work independently while multi-tasking in a target driven environment.
Utilized detection tools to identify and action fraud or money laundering activities.
Took immediate preventative measures to reduce the risk of loss to the company.
Liaised with the Investigators regarding fraud situations to mitigate the risk of loss.
Analytical mindset with strong attention to detail while adapting to constantly evolving fraud and money laundering methodologies.
Identified new fraud/money laundering trends and documented activities in various fraud databases. Customer Service Representative Jan 2013 – May 2015 PAYSAFE GROUP PLC – Calgary, AB
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VIOLA ATHIAN
Supported the product portfolio by addressing customer’s inquiries ensuring 1-contact resolution and utmost client satisfaction.
Delivered premier customer service, with high standards of excellence (including quality and speed).
Resolved client issues rapidly while multi-tasking under strict time constraints. Customer Service Group Jan 2010 – Dec 2012
ADT SECURITY – Calgary, AB
Responsible for all residential and commercial inbound phone calls consisting of technical trou- bleshooting, false alarm call backs – signal inquiries, dispatch police/fire/ambulance for emergencies, while focusing on first contact resolution and customer retention.
Dispatched an authorized technician when on-site service is required.
Superior customer service skills, technical abilities and ADT resources to satisfy customer’s requests.
Exceeded performance relative to inbound phone answer rates and ADT quality standards.
Professional and ethical conduct while protecting confidential information, maintaining high profes- sional standards and committed to good judgment and discretion.
Emergency preparedness by providing immediate assistance for all critical incident responses. Security Guard/ Receptionist Jan 2008 – Dec 2009
GARDA CANADA – Calgary, AB
Ensured the safety and security of client holdings, tenants and visitors to the assignment area in a professional, courteous manner.
Enforced site rules and regulations of establishments.
Worked effectively under pressure in a physically demanding environment with attention to detail, critical thinking with excellent job task planning and organization.
Performed reception duties which includes providing professional demeanor to incoming visitors and employees answering the main switchboard, screening and directing calls as requested. Front Desk Jan 2007 – Dec 2007
BEST WESTERN – Brooks, AB
Handled guest registration and room assignments; accommodating special requests whenever possi- ble in a timely manner yet ensuring privacy of guests.
Interacted effectively with guests and co-workers to create a positive experience.
Processed group arrivals/departures and take, cancel and change room reservations.
Answered all in-coming phone calls in an exceptional professional manner.
Provided information on hotel facilities, events and services.
Processed guest departures, calculate charges and receive payment.
Investigated and resolve complaints and claims ensuring customer satisfaction.
Effective interpersonal and strong organizational skills, self-motivated with a team player attitude. Page 2 of 2
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