Tashani Wilkinson

Customer-focused and tech-savvy professional with 18 years of customer service experience across remote, in-person, inbound, and outbound environments. Experienced in identifying customer needs, recommending appropriate products and services, resolving concerns, building customer relationships, and identifying sales and upselling opportunities. Proven ability to manage high call volumes, maintain accurate customer records, meet performance expectations, and deliver positive customer experiences. Strong communicator with excellent active listening, problem-solving, empathy, and adaptability skills. Experienced working independently in remote environments and using CRM and call-management systems.

• Ability to stay calm in difficult situations
• Ability to work under pressure
• Account Administration
• Accounts receivable
• Accuracy
• adaptability
• adept at multitasking.
• Appointment Scheduling
• approachable
• Souci du détail
• attitude professionnelle
• Billing
• Billing dispute resolution
• Capable of working independently
• Clear Communication
• client advocacy
• Client Onboarding
• client relations
• committed to delivering high-quality results
• Communication
• complaints
• completing tasks
• Compliance
• Conflict Resolution
• Consistent
• Continuous communication
• Continuous Improvement
• CRM Systems
• Service à la clientèle
• Documentation
• Microsoft Office
• Microsoft Teams
• Multitasking
• Payment Processing
• Résolution de problèmes
• Product Knowledge
• Team Collaboration
• Gestion du temps
• Training
• Upselling
• Zoom

1. Customer Service / Sales Associate

   BSW Beauty Supply

   janv. 2019 to Aujourd’hui

   Brampton, Ontario

   • Engage customers by phone, email, and in person to understand their needs, answer questions, resolve concerns, and provide personalized service. • Identify customer needs and recommend appropriate products and services based on individual preferences and budget. • Use persuasive communication and strong product knowledge to complete sales and identify opportunities for upselling and additional revenue. • Build positive customer relationships that encourage repeat business and customer loyalty. • Handle challenging and irate customers professionally while working toward satisfactory resolutions and retention. • Process customer payments, update account information, and provide post-sale support. • Follow up with customers after sales to answer questions, resolve issues, and support a positive overall customer experience. • Manage multiple customer requests while maintaining accuracy, professionalism, and attention to detail.

2. Inbound Customer Service Representative

   Arise Virtual Solutions – Rogers Wireless

   janv. 2016 to janv. 2017

   Remote

   • Managed high volumes of inbound customer calls from home, providing professional and efficient customer support. • Built strong customer relationships by actively listening, asking probing questions, and identifying the root cause of customer concerns. • Used troubleshooting and problem-solving skills to resolve customer issues, achieving an 87% first-call resolution rate. • Responded to customer inquiries through phone, email, and chat while maintaining response times under two hours. • Escalated complex customer concerns appropriately and followed up to support timely resolution. • Monitored call queues and inboxes to ensure prompt and professional customer communication. • Completed digital paperwork and accurately documented customer interactions and requests in CRM systems. • Maintained a high level of professionalism and accuracy while working independently in a remote environment.

3. Inbound/Outbound Customer Service Representative

   Miratel Solutions – Heart & Stroke Lottery Foundation

   janv. 2011 to janv. 2015

   • Managed inbound and outbound customer interactions while providing professional service and support. • Updated customer accounts and processed address changes using web-based call-management systems. • Clarified customer concerns, resolved service and product issues, and followed up to support customer satisfaction. • Managed high call volumes while identifying opportunities to upsell products and services and maximize revenue. • Used probing questions to understand customer needs and recommend suitable products and services. • Managed 50+ daily inquiries through live chat, phone, and email. • Achieved a 95% resolution rate within 24 hours while maintaining accurate customer records. • Communicated clearly and professionally with customers while handling complaints and service concerns.

1. Humber Institute of Technology and Advanced Learning

   Associate of Arts, Cosmetology Studies

   Toronto

   2017

2. Yorkdale Adult Learning Centre

   GED

   North York

   2015