Chi Mei Rachel Scott
Boca Raton
Summary
Experienced Customer Care Advisor skilled in resolving inquiries and managing escalated issues. Implemented effective service strategies that enhanced client satisfaction. Proven strengths include empathetic communication, problem-solving, and maintaining a positive demeanor under pressure. Successfully improved customer satisfaction ratings through proactive issue resolution.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Care Advisor
The Farmer's Dog
Boca Raton
03.2025 - Current
- Delivered customer support via phone, email, chat, and SMS, addressing orders, subscriptions, and product inquiries while resolving concerns with empathy and clear communication.
- Documented customer interactions in CRM and collaborated with managers and cross-functional teams to enhance workflows and improve overall customer experience.
- Guided new hires through shadow sessions, sharing knowledge on systems and workflows to ensure high-quality care.
- Contributed to the PCI Pal group authorized to securely collect payment information and complete phone sign-ups; provided feedback on workflows and CRM improvements in the CX Solution Circle pilot group.
Social Media Coordinator
Niagara Skydive Inc.
Niagara Falls
05.2023 - 10.2024
- Spearheaded social media strategies, driving a 30% increase in follower engagement and sales conversions, while maintaining strict compliance with legal and safety regulations.
- Streamlined customer interaction and manifest processes, reducing check-in wait times by 15%, and managed reservation systems and schedules to ensure smooth daily operations and accurate booking coordination.
- Streamlined check-ins, managed payments, and oversaw bookings to enhance customer experiences and foster trust through personalized interactions.
- Monitored communication channels, responding to emails and calls to efficiently address inquiries and resolve concerns.
- Coordinated ground control for over 1,000 jumps per season, ensuring operational efficiency.
Hotel Host
The Annex Hotel
Toronto
05.2022 - 04.2023
- Managed daily operations, overseeing 24 guest check-ins and check-outs, payment processing, and reservation scheduling to optimize occupancy and enhance guest experiences with third-party booking platforms.
- Provided high-touch, personalized service to guests, ensuring a hospitable and welcoming environment.
- Fulfilled guest requests and served as primary liaison for guest complaints, implementing recovery efforts that lowered overall complaints by 10% while maintaining service standards.
- Fostered meaningful guest interactions, identifying opportunities to enhance guest experience throughout their stay.
- Monitored communication channels, achieving an average response time of under five minutes by promptly addressing guest inquiries via email and phone.
Cake Decorator & Customer Service Representative
Daan Go Cake Lab
Toronto
11.2020 - 03.2021
- Crafted and decorated cakes, pastries, and cookies for pre-orders and walk-ins, ensuring high-quality presentation to enhance customer satisfaction.
- Managed 20 pre-orders daily while coordinating walk-ins and same-day deliveries to optimize service efficiency.
- Delivered outstanding customer service by promptly addressing inquiries and resolving concerns related to dietary restrictions, order placements, and website navigation.
- Processed transactions through POS systems (Squarespace) and fulfilled daily orders across delivery platforms, ensuring timely delivery for 10-15 orders on UberEats, DoorDash, and Fantuan.
Education
Bachelor of Arts - Criminology (Hons)
Ryerson University
Toronto01-2024
Alberta High School Diploma -
Christian Alliance International School
Hong Kong01-2017
Skills
- Customer service
- Verbal and written communication
- Professional writing
- Attention to detail
- Active listening
- Conflict management
- Team collaboration
- Adaptability
- Troubleshooting skills
- Critical thinking
- Data management
- Social media management
- Typing proficiency
- Strong work ethic
- Dependability
Certification
Smart Serve Certification, Ontario, 01/01/22
Skills
Professional Writing, Verbal & Written Communication, Typing (72 WPM), Data Entry & Editing, Social Media Management, Critical Thinking, Troubleshooting, Attention to Detail, Adaptability, Team-Oriented, Strong Work Ethic, Dependable & Attentive, Customer Service Excellence, Conflict Resolution, Active Listening
Timeline
Customer Care Advisor
The Farmer's Dog
03.2025 - Current
Social Media Coordinator
Niagara Skydive Inc.
05.2023 - 10.2024
Hotel Host
The Annex Hotel
05.2022 - 04.2023
Cake Decorator & Customer Service Representative
Daan Go Cake Lab
11.2020 - 03.2021
Bachelor of Arts - Criminology (Hons)
Ryerson University
Alberta High School Diploma -
Christian Alliance International School