Bernard L. Carter

403-980-3883

587-830-3883

Bernard.L.Carter@gmail.com

Ca.linkedin.com/in/Bernard.L.Carter

Profile

Customer Service oriented representative with Retail management experience and Supervisory

experience in a retail and customer service centre. Able to multi-task while managing time and others

to optimize customer satisfaction. Performance to be able to meet and exceed sales targets in a timely

manner, while supervising, training, and scheduling to build a loyal team set for success. Report and

manage systems and procedures that compliment results of individuals.

Professional Experience

CDI College April 2016-Present

Medical Office Administration

-Student Success Strategies -Microsoft Outlook -Microsoft Word

-Microsoft Excel -Professional Skills -Keyboarding

-Business English and Proofreading -Health Care Communications -Medical Language I

-Medical Language II -Medical Transcription I -Medical Transcription II

-Medical Office and Clinical Procedures -Medical Billing -MOA Seminars

-First Aid -Career Employment Strategies -Practicum

Shaw Communications Nov 2014-Jan 2016

CSR Billing Rep

-Provided professional and knowledgeable service while delivering and exceptional customer service.

-Provide billing explanations and support to Shaw customers.

-Coordinate payment arrangements with customers that are in a past due status, while ensuring timely

recovery of all outstanding amounts owing.

-Promote services and Products to Shaw customers through identifying customer needs and habits.

-Establish and build strong customer relations with both internal and external customers.

-Respond to calls from internal departments to ensure a one call resolution for Shaw customers.

-Work as a team to ensure department and individual goals are met on a daily basis to meet monthly

goals.

Moneris Solutions Jan 09-Aug 14

Financial Billing Representative

-Provide inbound customer support for the financial side of business, to support merchants with

financial and billing related to issues concerning the daily transactions that have been processed.

-Provide assistance to merchants with dropped transaction, billing inquires, reports and registering for

on line in a timely and efficient manner.

-Recognized for handling an above average level of calls on a daily basis, which results in increased

efficiency and customer satisfaction. (Continued)

-Resolve customer’s technical and financial issues in a timely manner to allow the customer to proce ss

payments on their terminals.

-Qualify customer requirements and needs and continually ensure the appropriate product and or

service was recommended which resulted in increased customer sales and satisfaction.

-Provide exceptional customer service to customers while ensuring solutions were delivered efficient

and on time.

-Worked under tight time frames and met deadlines on a consistent basis.

-Collaborate with customers regarding technical issues and troubleshoot with them to determine issues

are resolved with proper guidelines and processes.

Teletech Holdings Oct 05-Oct 08

Operations Supervisor (Team Leader)

-Responsible for management of complete call centre floor operations ensuring service levels are

consistently achieved.

-Develop the sales and service skills of a team of agents that are dedicated to giving world class

customer care.

-Oversee performance management process of a team of agents (i.e. coaching, performance reviews

and disciplinary actions.)

-Lead and provide support to build a solid relationship with team members and provide ongoing

coaching and feedback.

-Resolve escalated customer issues when customers asking to speak with a member of the management

team.

-Develop, deploy and manage sales and incentive programs.

-Administrate needs of assigned team members including vacation requests, payroll, incentive rewards,

and annual reviews.

Education /Professional development

CDI College Medical Office Administration 2016

Pro Serve AGLC 2014

Star Program – Certification in Customer Service 2002

Hair Design Centre – Certificate in Hair Design 1991

Amherst Regional High School – Grade 12 1988

Volunteering/Community Relations

Care First Medical 2016-Present

Sabrina Patterson Memorial Marathon – Volunteer 2011-2013

United Way – Volunteer 2009-2014

Canadian Figure Skating Championships – Shuttle Runner, Moncton Coliseum 2012