APRIL MASON
Vancouver
Summary
Seasoned and accomplished people expert with over a decade of customer service experience and more than five years specializing in customer satisfaction, particularly in handling escalations and mentoring employees. Adept at leveraging exceptional conflict resolution skills to effectively lead and inspire a team of representatives. Proven track record of enhancing team performance and driving customer loyalty through strategic problem-solving and empathetic communication. Committed to fostering a positive work environment that encourages growth, collaboration, and excellence.
Overview
9
9
years of professional experience
Work History
CASHIER/STOCKER
WINCO FOODS
- Process transactions for customers and ring up there products they are buying. Assist in restocking dairy items and keep cooler organized
BILLING REPRESENTATIVE
SPECTRUM
10.2016 - 02.2020
- Assist customer in there billing and account concerns, take payments, manage and change customers account at their request, using de-escalation tips to make a better customer service experience.
BILLING LEAD
SPECTRUM
02.2020 - Current
- Interacted with customers to resolve billing disputes and respond to inquiries.
- Enhanced billing efficiency by streamlining invoicing processes and implementing new software tools.
- Assisted in audits by providing accurate documentation related to the billing policies, helping to maintain a clean financial record for the company.
- Worked well in a team setting, providing support and guidance.
- Resolved customer complaints by effectively managing escalations and addressing concerns in a timely manner.
- Developed training materials to onboard new employees, setting them up for success in their roles as Billing Specialists.
- Prevented revenue loss by identifying fraudulent transactions and working closely with security teams to address issues proactively.
Education
HIGH SCHOOL DIPLOMA -
SAM BARLOW HIGHSCHOOL
06.2013
Skills
- Active listener
- Mentor/Advocate
- Team player
- Efficient Multi tasker
- Expert on time management
- Top performer
- Work ethic and integrity
- Patience and empathy
- Team collaboration
- Product knowledge
- Training and onboarding
- Complaint resolution
Timeline
BILLING LEAD
SPECTRUM
02.2020 - Current
BILLING REPRESENTATIVE
SPECTRUM
10.2016 - 02.2020
CASHIER/STOCKER
WINCO FOODS
HIGH SCHOOL DIPLOMA -
SAM BARLOW HIGHSCHOOL