Melissa Augustine

A highly resourceful and self- motivated professional with a passion for customer service, and extensive hands-on experience in customer support, complaint handling and customer retention. Proven ability to grasp and implement new concepts quickly and effectively. Articulate communicator with excellent active listening and time management skills. Strive to provide customers with positive service experience in a fast paced, team driven environment.

Customer Service Executive Ian Martin Group Project -(Kyndryl Canada Ltd for Red Cross) October 2022-November 2022 • Customer Service Executive helpdesk for Red Cross Fiona Relief • Responsible for responding to customer requests in a prompt, accurate and professional manner. • Provided information to clients after reviewing their profiles. • Handled inquiries which required investigation and/or follow-up • Ensured requests and inquiries are transferred to the appropriate team • Created and submitted Escalations. 

Customer Service Representative- Content Moderator January 2022 to July 2022 Majorel • Responsible for evaluating online social media or advertising content in conjunction with policy. • Visually navigate and review images and text-based content through internally developed applications or client tools as appropriate. • Maintain high quality deliverables in daily workflow. • Work with exceptional attention to detail and deliver optimal quality and productivity levels through data analysis 

Fraud Prevention Specialist December 2021 Nordia- Bell SAT • Prevent, investigate and resolve fraudulent activity on customer accounts • Ensure compliance with service legal agreements and perform validation of mobility products

 Customer Service Representative March2021 - December 2021 Nordia - Ministry of Government and Consumer Services- Ontario Vaccination Campaign • Handle Inbound calls for booking/rescheduling/canceling vaccination appointments in a high call volume environment. • Achieved and maintained 100% score on call quality and performance evaluation • Respond to customer queries by providing quick and accurate information related to Covid -19 from Ministry of Health approved resources. • Provided assistance with requests for Enhanced Vaccine Certificates. • Respond to questions and concerns about the Worker Income Protection Benefit Act. • Resolve customer complaints and direct requests by sending escalation emails to the appropriate department when required. • Perform customer verifications in compliance with the Personal Health Information Protection Act. • Provide support and assistance to team members by answering queries on Microsoft Office Teams Channel. • Participate actively in team discussion and feedback sessions in order to consistently improve customer satisfaction.

 Live Chat Agent - Intern May 2020 - July 2020 In Her Shoes YW, Kitchener Waterloo • Provided real time support to online customers in terms of product knowledge and customer queries • Identified customer needs and guided them to the correct webpage. • Provided information on how to use the specific features on the company website • Resolved customer complaints and escalation request

Bachelors of Arts, BA - Elective English May 1999 - May 2002 Delhi University, New Delhi, India