PROFILE
Damon is an experienced and skilled contact center agent looking to advance to a leadership role. He provides quality service to clients and guidance to team members, is reliable with a strong attention to detail and a willingness to learn.
SKILLS AND APTITUDES
Extensive experience in both in-person and virtual customer service
Familiarity with mentorship and leadership roles in the workplace
Ability to multi-task and develop comprehensive work schedules
Ability to problem solve and prioritize based on customer/client needs and interests
PROFESSIONAL EXPERIENCE
Intouch CX (Sept 2023 to present)
Intern Bench Trainer/CSR2
Responsible for leading multiple training classes through the material assigned by the client, as well as providing mentorship and hands-on learning through their first calls and chats. Duties include presenting the material in a clear manner, answering questions, and ensuring all students get the attention needed to succeed. Out-of-class duties included ensuring student time punches were correct, preparing material, filling out reports accurately, and communicating with management when needed.
As an SME/CSR2, responsibilities included assisting agents with a variety of questions and communicating directly with the client when necessary. Providing clear information was key. Also, was responsible for taking calls for agents when a consumer requested a supervisor. De-escalation was a key skill for this role.
InTouch CX (May 2022 to present)
Customer Service Representative
Responsible for answering calls and chats from consumers regarding questions or concerns related to the client. These included taking orders over the phone, checking into missing items, payment issues, order updates, returns, etc, Assist the client until resolution achieved, even if it required reaching back at a later time. Was also responsible for updating the client database as needed.
InTouch CX (May 2021 to April 2022)
Customer Service Representative/CSR2
Responsible for contacting clients who are COVID cases and contacts on behalf of Manitoba Public Health to ascertain their current status during isolation, and if they are able to be released on their final day of isolation. Was also responsible for ensuring the client database is updated with all relevant information, and matters requiring escalation to Public Health are done so immediately. Also provided guidance to other team members when they had questions.
SureCall Contact Centers Ltd. (2015 to 2020)
Customer Service Representative
Managed calls for multiple accounts daily including calls related to customer service, crisis management, and the monitoring of workers alone in the field. Updated client databases with all relevant information following each call. Dispatched on-call staff to various sites as needed. Maintained a 90% or greater call quality based on Cam-X grading standards.
Province of Manitoba (May – Aug. 2009)
(Entrepreneurship, Training, and Trade)
Administrative Clerk
Responsible for answering incoming phone calls and making reminder calls to clients for appointments. Performed a variety of administrative tasks including data entry, collating, and printing as well as assisting active job seekers.
EDUCATION
Red River College, Business Administration (2011)
Red River College, Computer Accounting Technician (2008)
VOLUNTEERISM
Asperger Manitoba (2010 to present)
Board Member
- Contribute to organizational direction and planning
- Host and manage the Discord server
- Contribute to regular social media posts
Ai-kon (2010 – 2019)
Tournament Organizer / Volunteer
AWARDS AND ACHIEVEMENTS
- 2 WOW calls for exemplary customer service at 24-7 Intouch
- 4 “Shining Stars” from guests for excellent service at Holiday Inn
- 2 Holiday Inn Employee of the Month nominations
- Dean’s Honour Roll – Red River College, Adult Learning Centre
SUMMARY OF TRAINING AND ASSESSMENT RESULTS
- Work Ethic: Motivated to work towards his potential in customer service
- Approaching Tasks: Knows his limitations and excels in tasks related to personal interactions and scripted responses. Works best with clear expectations and processes.
- Accuracy and Proficiency: Sequential thinking makes him great at scheduling, working in payroll, following prescribed steps and processes
- Efficiency: Within his areas of knowledge and expertise can work efficiently
- Mindfulness: Is mindful of self and others, especially in group environments.
- Involvement: Is interested and amiable in group situations. He is interested in others perspectives and knowledge while also able to express himself well written and oral communication.
- Authority and Teamwork: Works cooperatively and collaboratively in group situations. Clear roles and responsibilities will be helpful.