Open to opportunities

Tinylittlecakes Confectioneries

@tinylittlecakesconfe

Message

Customer service professional delivering empathetic, accurate support and measurable satisfaction.

Canada

Message

What I'm looking for

I’m looking for a customer-focused role where I can deliver high CSAT, mentor teams, solve problems empathetically, and grow into customer success leadership.

I am a result-oriented customer service professional with over six years' experience across telecom, healthcare, hospitality, banking, and tech industries. I consistently deliver fast, accurate, and efficient service while resolving complex customer problems.

I have a proven track record of increasing patronage and repeat business through exceptional customer engagement and strong negotiation skills. I maintain high CSAT performance (90%+ noted) and routinely suggest appropriate upsells when they benefit the customer.

My background includes roles from front-line sales assistant to customer service manager, where I cross-trained staff, improved processes, and bridged gaps between clients and management. I am familiar with Microsoft Office, customer advisory, scheduling systems, and protecting sensitive information.

I hold a B.Sc. in Biochemistry and ongoing cybersecurity studies, and I am a Certified Customer Success Manager. I seek to contribute dependable service delivery, team collaboration, and continuous improvement to an organization that values customer-first outcomes.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Representative

Current

Clipboard Health

Nov 2024 - Present (10 months)

Support nurses and healthcare facilities with scheduling, pay, and shift issues via chat and email while ensuring protection of sensitive healthcare information and timely issue resolution in a fast-paced environment.

Customer Support Scheduling Email Support Ticketing Platforms Remote Support Written Communication

Customer Service Advisor

Concentrix

Feb 2024 - Oct 2024 (8 months)

Assisted Rogers customers via phone and chat on billing, service plans, and technical issues, achieving and maintaining a 90%+ CSAT score while resolving service interruptions and suggesting relevant upgrades.

Customer Service Phone Support Live Chat Billing Support Troubleshooting CSAT Upselling

Customer Service Executive

Tinylittlecakes Confectioneries

Mar 2021 - Oct 2023 (2 years 7 months)

Prioritized customer satisfaction by managing orders, coordinating fulfillment, resolving complaints, and analyzing feedback to drive service improvements and ensure timely delivery.

Order Management Customer Relations Quality Assurance

Volunteer Coordinator

Trinitas Foundation

Jan 2017 - Oct 2023 (6 years 9 months)

Responded to public inquiries, coordinated outreach and partnership efforts, and supported charity projects and training partnerships through outreach and communication.

Volunteer coordination Outreach Partnership Development event support

Sales Assistant

George Residence

Jan 2019 - Mar 2021 (2 years 2 months)

Attended to customers, suggested products, processed orders and maintained records to improve retention and ensure positive customer experiences in a fast-paced inbound environment.

Sales Support Customer Engagement Order Processing Social Media Response Record keeping Product Recommendations Customer Retention

Customer Service Manager

Scent & Spa Limited

Feb 2017 - Dec 2018 (1 year 10 months)

Managed customer inquiries, improved client satisfaction within three months, liaised with management on service improvements, and cross-trained over 50 staff to elevate service delivery.

Customer Escalation Process Improvement