Gwendoline Karelse

I am a highly motivated and experienced Customer Service Representative with over two years of call center experience serving both UK and US customers. My proven track record in providing excellent customer service has enabled me to resolve complex issues and consistently exceed customer expectations. I thrive in fast-paced environments and am dedicated to ensuring that every customer feels supported and respected.

During my tenure at Telus Digital, I served as a Customer Service Advisor and Floor Assistant Manager, where I handled various customer inquiries through phone calls, emails, and chat messages. I took pride in assisting riders and drivers with fare reviews, technical issues, and safety concerns, while also acting as the go-to expert for escalated issues. My ability to identify areas for improvement in the support process has led to enhanced service delivery and customer satisfaction.

In addition to my customer service expertise, I have trained new hires and upskilled current agents on company policies and best practices. I have collaborated with team leaders to streamline processes and improve first contact resolution. My commitment to maintaining high-quality standards and meeting operational goals has been instrumental in my success in the customer service field.