Frank Valente

Dedicated Customer Service Representative motivated to maintain customer satisfaction and contribute to company success. I am categorized as having 'White Glove' service when dealing with clients & absolutely enjoy what I do by delivering a one-of-a-kind experience leaving people extremely satisfied.

Trained and experienced in resolving customer complaints and promoting conflict resolution. Proven ability to establish rapport with clients and maintain a 97% average customer satisfaction rating over the past 13 years. Reliable and driven, with strong time management and prioritization abilities. Also with strong written and oral communication skills, 23 years of customer service experience is also accompanied by retention capabilities.

Helping with training new hires with presentations & as an SME (Subject Matter Expert) for Customer Service and improving agent performance (KPI & Client Satisfaction) as a Floor Support during their probationary periods with great success. Taking great pride in my skill set and have a passion for helping those become a better version of themselves and look forward to an opportunity to work alongside you and help bring even more success to your organization as this is the direction I am looking to take within my professional career path.

Client Optimization Specialist

Indeed · Permanent Full-time Aug 2021 - Present · Toronto, Ontario, Canada

- Offered personalized recommendations based on hiring needs 
- Suggested other services for cross-selling opportunities
- Assisted with updating account specific information
- Recommended budgets for ad campaigns based on urgency for filling in vacant positions
- Assisted in transitioning new hires on policies, procedures and best practices
- Managed difficult situations with professionalism & empathy
- Contributed to team effort by meeting performance goals and assisting colleagues when needed
- Communicating with other departments with assistance for resolutions to account specific problems
- Troubleshooting with clients to help better navigate accounts
- De-escalated clients when experiencing dilemmas related to their company pages with defamatory reviews
- Incorporated AI solutions for personalized client engagement.

Business High Value (Retention)

Rogers Communications · Permanent Full-time Aug 2019 - Jul 2021 · 2 yrs · Brampton, Ontario, Canada 

- Tend to customer needs through inbound calls
- Well-versed in all Rogers wireless products and services
- Create, pitch and close sales opportunities to customers
- Skillfully evaluate customer bills to right-size according to their needs
- Systematically applies techniques from learning modules, services and sales training
- Strategically bridge cross-selling and up-selling techniques for different products and services
- Updating and sending sales reports to Team Manager 
- Executes customer retention throughout the call
- Focused on ensuring consistent first-call resolution
- Exceeding sales performance on a monthly basis
- Highly recognized by management and customers on customer satisfaction surveys
- SME/Floor support during new hires training 
- Assisted with Conducting Coaching & Training sessions
- Improved KPI metrics with new hires

Customer Service Representative

Sysco Toronto· Permanent Full-time Jan 2018 - Jul 2019 · 1 yr 7 mos · Mississauga, Ontario, Canada

- Tend to customer needs through inbound and outbound calls 
- Timely response to emails relating to:
A) Product inquiry / information
B) Order Placement
C) Delivery schedules and updates
- Managed account-specific requirements of 220 institutions related to Schools and Health Care by providing clear communication and documentation
- Seamless execution of resolution related to delivery issues §Ability to resolve issues in a timely manner by providing alternative solutions

Customer Service and Technical Support

Ecobee · Permanent Full-time Sep 2015 - Dec 2017 · 2 yrs 4 mos Toronto, Ontario, Canada

- Tend to customer needs through inbound and outbound calls
- Provide product and technical support to customers via email correspondence 
- Address technical issues through detailed troubleshooting
- Maintain high satisfaction rating at 97% month over month
- Conduct classes for new hires as a Subject Matter Expert (SME)

Business Customer Relations

Rogers Communications · Permanent Full-time Apr 2012 - Sep 2015 · 3 yrs 6 mos ·  Brampton, Ontario, Canada

- Tend to customer needs through inbound calls
- Well-versed on all Rogers products and services
- Exceed target goals on sales and customer satisfaction rating every month
- Business Retention (Tier 3):
A) Focus on customer retention with 1 – 20 lines
B) Engage with customers by increasing customer experience through discounts and upgrades
- Business Wireless (Tier 2):
A) Address customer concerns with regard to business wireless service
B) Caters to corporate subscribers (discounts and agreement)
- Consumer Wireless and Consumer Inside Sales (Tier 1)
A) Caters to new and current subscribers
B) Address customer concerns with regard to general consumer phone service
- Consistently exceed sales target through upselling and cross-selling

Humber College

Certificate, Website Design 2006 - 2008

Durham College
Diploma, Advertising Design 2003 - 2005 (Class President)
Diploma, Graphic Design 2000 - 2003