Debra Kerfont's Learning Portfolio
My Resume
About Me
I’ve always had a sense of motivation and passion driving me forward. Whether it’s exploring unique opportunities, learning additional skills, or meeting new people, I bring these values to every experience throughout my life on a personal and professional level.
I am an analytical, organized and detail-oriented Student Services Professional with extensive experience in supporting learners on their journey for qualification and professional development. I maintain an excellent reputation for resolving problems, improving client satisfaction, and driving overall operational improvements.
My previous roles have strengthened my abilities in customer service and interpersonal relations, including a focused attention to detail and accuracy.
To learn more about my skills, experience and capabilities, please read on or download a copy of my resume.
My Experience
Roles & Responsibilities
November 2016 - Present
Student Registration Query Specialist, CPA Ontario
Identified and resolved process issues to encourage smoother procedures, more efficient workflow and overall business growth.
Designed and trained support staff in student services initiatives and processes such as the Annual Student Dues.
Established and maintained productive working relationships with staff to resolve operational difficulties and to promote interdisciplinary, collaborative approach to customer service provision.
Adhered to established policies, procedures and compliance for satisfactory audit rating.
Resolved conflicts and negotiated agreements between parties in order to reach win-win solutions to disagreements and clarify misunderstandings.
Operated with high integrity, built trust, and earned sustained credibility with internal and external clientele.
Increased student satisfaction through relentless pursuit of resolutions to problems arising from transcript assessments and student registration protecting company’s reputation resulting in an increase in net promoter score.
Investigated and resolved customer complaints to foster satisfaction.
Developed standard operating procedures and document workflows for current and future process steps.
Collaborated with Customer Contact Center to identify ways to improve services for clients.
Maintained regular contact with clients and identified opportunities to deliver added value to client relationships.
July 2016- November 2016
Customer Service Specialist
Pearson Education
Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
Addressed various internal and external customer questions and concerns regarding shipments, billing, order status, services, carriers and education needs.
Entered customer interaction details in Oasis and SAP to track requests and shipment status, verify information, document problems and record solutions offered.
Handled over 50 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
Addressed customer complaints and mitigated dissatisfaction by employing timely and effective solutions.
Created and reviewed invoices to maintain accuracy while working with customers to answer questions and address payment issues.
Operated in dynamic, high-volume environments to provide skilled assistance to more than 35 customers each day.
Improved operational efficiencies while managing customers’ requests, store inventory, transactions, new purchase orders and pricing needs
April 2015 - July 2016
Customer Service Representative, CPA Ontario
Entered customer interaction details in CRM and Avaya to track requests, document problems and record solutions offered.
Responded to customer requests for products, services and company information via phone and email.
Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
Answered constant flow of customer calls with up to 25 calls in queue per minute.
Offered advice and assistance to customers, paying attention to special needs or wants.
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Followed quality standards and procedures to minimize errors and maximize customer satisfaction.
July 2000Â - January 2015
Client Services Process Coordinator
Moody’s Analytics
Surpassed performance goals by approaching all interactions with resourcefulness, organization and customer-centric solutions.
Maintained regular contact with clients and identified opportunities to deliver added value to client relationships.
Increased efficiency and team productivity by promoting adherence to operational best practices and company policies.
Researched complex problems and resolved issues through thorough investigations and best practices.
Oversaw a team of 4 customer service professional assisting business to business clients.
Directed personnel training and mentored team members to promote productivity, accuracy and commitment to friendly service.
Identified customer issues with products or services, investigated causes, and initiated resolutions.
Education
My Studies
Instructing Adults Certificate
George Brown College
Relevant Coursework: Adult Learning Fundamentals, Learning Needs Assessments, Instructional Design and Development, Learning Facilitation and Delivery, Adult Learning Evaluation, Learning Portfolio Development
Foundations of Business Process Management
University of Toronto
Relevant Coursework: Use mapping, basic measurements and critical-thinking approaches to analyze, redesign, improve and document business processes.
Management Skills Training
Learning Tree International
Relevant Course Work: Apply core management behaviors and techniques to deliver results. Enhance leadership ability by developing emotional intelligence.
Associate Degree Primary Education
Sir Arthur Lewis Community College
Relevant Coursework: Develop best practice teaching skills. Classroom management, procedures and techniques. Adapt, develop and create learning materials. Assessment and evaluation techniques
Other Course Work and Training
PowerBI
Communication Courses
Avaya
System Integrity and User Acceptance Testing
Bias training
Emotional Intelligence
CRM (SAP, IMIS, Salesforce)
Anti-Money Laundering
My Skills
Tricks of the Trade
Information Verification
Training and Learning Delivery
Problem and Issue Resolution
Process Evaluation
Relationship Building
Exceptional oral and written communication
Excellent Client Services Skills
