Pia McKenzie
Whitby
Summary
Customer Service professional with a track record of delivering exceptional support across healthcare, e-commerce, and tech environments. Skilled in resolving complex issues quickly to enhance customer satisfaction and loyalty. Proficient in CRM platforms, SaaS tools, and e-commerce systems that streamline operations and boost efficiency. A proactive team player with strong problem-solving abilities, time management, and adaptability. Focused on driving results and contributing to a positive customer journey.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Customer Service/ Ecommerce Specialist
Decorators Best
Remote
07.2024 - 05.2026
- Executed processing of customer orders and coordinated vendor relationships to ensure timely fulfillment.
- Delivered exceptional customer service via phone, email, and live chat support, ensuring resolution of complex order and product inquiries.
- Coordinated with suppliers and internal teams to resolve fulfillment issues and improve customer satisfaction.
- Assisted customers with order updates, cancellations, refunds, and shipping inquiries. Provided support for managing order cancellations, refunds, and shipping questions.
- Analyzed and validated transaction data to detect and eliminate potential fraud risks.
Customer Support Specialist
Goodfood Market Corp
Remote
08.2021 - 06.2024
- Resolved 60+ daily customer inquiries via email, chat, and phone using Zendesk.
- Investigated and addressed complaints, delivery issues, and product concerns.
- Provided technical support for website and mobile app troubleshooting.
- Managed billing, subscription adjustments, payment updates, and order processing.
- Liaised with the development team to report and track recurring system bugs.
E-Commerce Customer Service Agent
Wayfair.com
Remote
04.2022 - 05.2023
- Addressed customer inquiries and resolved technical or product-related issues through email, chat, and phone channels.
- Accurately processed online orders and ensured timely delivery coordination.
- Handled order tracking, shipping updates, and status inquiries with clarity and efficiency.
- Resolved complaints with a focus on empathy and achieving high customer satisfaction.
- Maintained clear, professional communication to support a seamless shopping experience.
Guest Experience Specialist
Booking.com
Toronto, ON
03.2019 - 04.2021
- Handled inbound calls and live chats related to hotel, flight, and car rental bookings.
- Assisted customers with reservations, cancellations, and payment-related concerns.
- Mediated disputes and facilitated win-win solutions between guests and hotel partners.
- Processed refunds, booking changes, and cancellations in line with company policies.
- Navigated booking platforms and internal tools to manage requests efficiently.
Customer Service Representative
LCBO
Scarborough, Ontario
06.2017 - 03.2019
- Engaged with customers in-store to deliver exceptional service and address inquiries.
- Managed point of sale (POS) system to efficiently process cash, credit, and debit card transactions.
- Processed return and exchange requests following company policies and ensured customer satisfaction.
- Verified customers' ages by checking identification documents when purchasing age-restricted products.
- Monitored and tracked inventory levels, notifying supervisor of any stock shortages or damages.
Call Center Team Leader
Numeris
Toronto, ON
08.2012 - 06.2016
- Promoted from Telephone Interviewer to Call Center Team Leader within 2 years based on performance and leadership ability.
- Supervised a Team of 15 agents, monitoring KPI's, call quality, and overall performance.
- Conducted call audits, provided constructive feedback, and coached agents to exceed performance targets.
- Trained new hires and supported ongoing skill development for existing staff.
- Conducted telephone interviews using prepared scripts to gather market research data from clients.
- Fostered a collaborative team environment focused on productivity and quality service.
Education
Bachelor of Arts (B.A.) - Bachelor of Commerce, Marketing Management
Ryerson University
Toronto04-2016
Skills
- Effective Communication & Conflict Resolution
- Time Management & Prioritization
- Multichannel Support: Phone, Email, Live Chat
- Team Leadership & Collaboration
- CRM & Support Platforms (Zendesk, Salesforce)
- Expert problem solving
- Technical Troubleshooting & SaaS Tools
- Adaptability & Continuous Learning
Certification
- Voice of the Customer (VoC): Enhancing Experiences – Coursera
- Google Digital Marketing & E-commerce Certificate – Coursera
Timeline
Customer Service/ Ecommerce Specialist
Decorators Best
07.2024 - 05.2026
E-Commerce Customer Service Agent
Wayfair.com
04.2022 - 05.2023
Customer Support Specialist
Goodfood Market Corp
08.2021 - 06.2024
Guest Experience Specialist
Booking.com
03.2019 - 04.2021
Customer Service Representative
LCBO
06.2017 - 03.2019
Call Center Team Leader
Numeris
08.2012 - 06.2016
Bachelor of Arts (B.A.) - Bachelor of Commerce, Marketing Management
Ryerson University