Gary Poirier

GARY POIRIER 68 Homedale Drive, Toronto, Ontario, M1V 1M2 Home Office:- |-| Cell:- June 30, 2017 Achieve Test Prep Re: Online Customer Service Representative Dear Hiring Personnel, Please accept my enclosed application for the position of an Online Customer Service Representative as outlined on the Hubstaff Talent website. I would be delighted to become part of Achieve Test Prep’s team of professionals. My interest in the position of an Online Customer Service Representative stems from approximately 6 years of experience while employed as a Telephone Research Interviewer for Advanis Market Research, one of the leading public opinion data collection firms of its kind in Canada. My job role within their remote call-centre environment, has been to conduct market research telephone survey studies throughout North America on a large variety of topics, ranging from Social and political conditions, including union issues and political poles, transit, education and other government services or studies, to web survey recruits and customer satisfaction. My job function requires the successful utilization of exceptional telephone skills, where-by I am fully comfortable emulating a friendly persona on the phone at all times, with a well-groomed ability to field questions and deal with difficult clients, as needed. Through my work experiences, I am driven towards the continued attainment of statistical targets while maintaining the company’s service objectives. As such, I can assure you that I am very accustomed to continually providing the best possible customer service. I have received numerous written and verbal compliments at Advanis for the consistent quality of my work over the years, which is substantiated through weekly statistical performance reports that are distributed to all agents. I routinely reach out to my superiors with a multitude of customer service input, and other process improvement suggestions. I am also well known as a top contributor regarding my eager willingness to schedule myself for the maximum number of weekly work hours allowed by law, and to respond to all requests to provide additional hours, split-shifts, and to accommodate last minute projects when requested. I was further involved in the customer service field for an additional 11 years previously as a Customer Service Representative between 2000 and 2011, while employed by the Canadian Diabetes Association. (CDA) I enjoyed a great deal of success and satisfaction in the completion of my daily responsibilities during this time, due to their key importance to the organization’s fundraising profitability as a registered charity. As part of this role, I made outbound calls to southern Ontario residents, soliciting donations of reusable household goods and clothing, during work shifts ranging from four to seven hours per day. It was my job to politely encourage donations, field general questions about CDA and its mandate, refer clients accordingly to more specific services, resources, etc., while at the same time providing a friendly telephone experience. My responsibilities entailed accurate recording of address, certain collection information, and any unique circumstances with the target property. All ‘Special Collection’ requests required specific arrangements managed via a narrow scheduling window. This donation category included vehicles, furniture, & electronics. During my tenure working from home out of the CDA Toronto and Oshawa district offices, I was well known to consistently be among the top contributing telephone agents from a statistical standpoint. It was necessary to continually conform to certain success standards, in terms of the volume of outgoing phone calls and number of collections arranged, coupled with successful pick-ups. I took great pride and felt gratified in maintaining my position within that group of elite agents, as was demonstrated by the numerous affirmative reviews I received over the years. This does not include an additional 8 years of direct customer service experience as an IBM Batch Operations Team Lead within the Information Technology (IT) industry, I was entrusted to build solid relationships of open communication in support of client expectations and business objectives. I played an important role in managing the multi-cultural challenges of overseeing the performance of up to 50 operator staff in Canada and India, through direct monitoring, tracking, reporting, feedback, and service level agreement (SLA) management. I was also charged with developing, drafting, and maintaining Operations’ documented procedures within multiple repositories, in accordance with customer needs. I hold significant project management experience, having developed activities, tracked and reported the status of numerous projects. One of my key activities among many, was to work through corporate client escalations regarding operator performance issues. These delicate situations demanded careful handling, including the use of sensitive oral and written communication with clients and their management, my second-level peers, technical teams, and the IBM Service Delivery Managers (SDM) or their executives. Throughout my successful 17 year career in the customer service /call centre industry, I have demonstrated an affirmative work ethic through an appropriate balance of timely and friendly collaboration with peers and clients. While possessing the ability to learn quickly, I am self-motivated, highly organized, and able to work effectively without supervision. I have a history of exhibiting the full suite of excellent communication skills, anchored by professionalism, empathy and a committed customer focus. I am accustomed to collaborating and accepting direction from my superiors to support their work initiatives. I have 25 years of professional work experience utilizing numerous corporate email systems and am very well versed in pc navigation. Within the window of hours you provided, I am available for work Monday – Friday from 8am – 4pm Est. and all day Saturday. I would request an hourly salary of approximately $12 - $16 /hour $USD, however I consider this range to be very negotiable. My earliest starting date is at your earliest convenience. In closing, I would like to thank you for considering my application, and am very eager to become part of Achieve Test Prep’s future success. I am fully equipped and well-motivated to function effectively in the environment this position demands, in order to make an immediate impact. I invite you to contact me via email or telephone at your convenience to further discuss this possibility. Sincerely, Gary J. Poirier