JACLYN MACKAY
Etobicoke, Ontario--Customer Solutions Specialist
QUALIFICATIONS
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Engagement and growth oriented
Social Media Management
Project management
Sales Driven with proven record
Managerial and leadership skills
Ability to assess return on investment (ROI)
Team focused
Exceptional communication skills and interpersonal abilities
Computer proficiency, including MS Office
Motivated and driven professional
Customer-focused professional
CERTIFICATION
● LLQP LICENSE 2022
WORK EXPERIENCE
Program Support
● Developed guidelines for City of Toronto 3Rs Facebook Group, with relevant
internal reference to municipal, provincial and federal policies.
● Conducted research and outreach to procure a list of organizations accepting
donations of in kind items.
● Assisted with various projects to proofread or generate documents.
● Completed outreach to 3Rs ambassadors in regard to Waste Diversion issues in
multi-residential buildings.
Sales/Telemarketing
● Answered incoming customer calls and inquiries with regard to product delivery,
billing concerns and general queries.
● Responded to customer questions and concerns following company policies and
protocols to provide resolutions and maintain customer satisfaction
● Consistently maintained a high level of professionalism and built a positive
rapport with each and every customer
● Updated customer information in the customer service database after each
customer interaction
● Worked well with the management team to stay updated on product knowledge
and stay updated on any changes in company policies
● Responsible for answering inbound calls from customers to sell/upsell television
services
● Assisted customers providing technical trouble-shooting in a patient and easy to
follow manner
● Responsible for making outbound calls to clients on behalf of Telus to sell/ upsell
television, internet and telephone packages including long distance
Key Holder/ Supervisor
● Responsible for conducting daily training meetings to ensure our team was fully
equipped with the necessary information to book HVAC maintenance checks
● Responsible for helping customers understand their bills and answering any
questions that they might have
Lead Generation
● Responsible for contacting homeowners to inform them of a free assessment on
their HVAC equipment
● Informed customers regarding qualifying for free installation, and assessing
benefits for upgrades according to due to HVAC consumption
● Demonstrated sales ability and experience in building long-term customer
relationships
● Promoted sales of heating, cooling, water heating and plumbing solutions
● Working with a long-term and loyal customer base and brought in new
customers
● Proven ability to meet and exceed sales targets and objectives
WORK HISTORY
Program Support, Contract, City of Toronto, Toronto, On-
Sales/Telemarketing, Contract Work, Toronto, ON
Sales, Teleperformance Canada, Toronto, ON
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Sales/Telemarketing, Toronto, ON
Key Holder/ Supervisor, Eco Energy, Toronto, ON
Lead Generation, National Home Services, Toronto, ON
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EDUCATION
LLQP, 2022
Ryerson University, Marketing 2021
We – Hub, Web Design
High School, Alternative Scarborough Education 2, Toronto
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