Retention Specialist / Escalation Manager / Customer Service Representative

Verified

$8/hr

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Outline

Looking for Full-Time work (8 hours/day) at $8/hour

High School Diploma

English proficiency Fluent

Professional Summary

Customer Service Representative with over 10 years of experience delivering exceptional customer support across telecommunications, e-commerce, IT, and service-based industries. Experienced in managing high-volume inbound and outbound calls, appointment scheduling, dispatch coordination, customer follow-ups, and administrative support. Skilled at maintaining accurate customer records, coordinating technician schedules, resolving customer concerns, and providing timely updates while working in fast-paced environments. Proficient with CRM and ticketing systems, Microsoft Office, Google Workspace, and scheduling software. Recognized for strong communication, organization, attention to detail, and a commitment to delivering excellent customer experiences.

Skills & Experience

Skills

Cusstomer service representative 5-10 Years

Escalation and Retention Specialist 5-10 Years

Experience highlights

Retention Specialist / Customer Service Representative

Telus Digital · February/2020 – Present

• Managed high-level customer retention and escalation cases for telecom services
• Negotiated solutions to prevent customer cancellations and improve customer loyalty
• Handled complex billing, account, and service-related concerns
• Provided advanced customer support through phone, email, and chat channels
• Assisted customers with account recovery, service retention, and issue resolution

Escalation Representative / Customer Service

Quantrics (BELL CANADA) · January/2018 – Present

• Managed high-level customer escalations and service recovery cases
• Handled difficult and irate customers professionally
• Coordinated with internal departments to resolve account issues
• Documented customer interactions and case resolutions accurately
• Assisted customers with telecom service concerns and account management
• Improved customer retention through effective communication and negotiation
• Managed customer scheduling requests and service coordination.

Technical Support / Customer Support / Chat Support

Sutherland Global Services · April/2015 – Present

• Activision – Gamer Support Representative (2015 – 2016)
• Petco IT Helpdesk – Technical Support (2016 – 2017)
• Amazon – Customer Service Representative (2017 – 2018)

Graphic Artist / Large Format Print Operator

Willprint Graphic Centre · April/2011 – Present

Creative and detail-oriented Graphic Artist with over 4 years of experience designing high-quality visual materials for print and digital media. Skilled in creating custom apparel designs, sports uniforms, team logos, promotional merchandise, banners, signage, trophies, and marketing collateral that align with client branding and business objectives.

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