Heather Nunweiler

  • Customer Service
  • Windsor, ON, Canada
  • Feb 22, 2018
Full time Administration Banking Customer Service General Business Government

Personal Summary

A Dedicated Customer Service Representative with 10+ years’ experience. Motivated to maintain customer satisfaction and contribute to company success. Resourceful Call Center Agent who consistently meets or exceeds productivity goals. Maintain a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty. Adhere to Company Policies and Procedures. Demonstrate Cultural Sensitivity.

Work Experience

Retail support
Feb 2012 - Mar 2018 Freedom Mobile

Call Centre Customer Care Agent/Retail Support Agent

  • Process credit checks
  • Assist store agents with customers account set up
  • Process returns and exchanges
  • Answer customer inquiries, process bill payments, explain bills, make changes to account
  • Document details of each call in the customer account
  • Met and exceeded minimum standards of the Contact Centre including attendance and punctuality, call quality, customer satisfaction and other related performance metrics.
  • Adhered to company policies, procedures and standards.
Christmas Kettle Campaign
Nov 2011 - Dec 2011 Salvation Army Kettle Campaign
  • Collect donations for the Salvation Army
  • Greeted customers with courtesy, Filled out tax receipts 
Oct 2011 - Jan 2012 Heart and Stroke Foundation,
  • Recruited volunteers for Heart Month using Heart and Stroke Foundation procedures and protocols that pertained to phone calls
  • Collected sign-up information from volunteers, and collaborated with them to assign canvassing areas
  • Ensured correct volunteer forms and paperwork were sent to supervisor in a timely manner
TCO Case Management/Quality Analyst /Technical Support
Sutherland Global Service
  • Performed technical support for HP, AT&T and Norton AntiVirus
  • Quality assurance for Norton Antivirus
  • Provided employees with feedback and constructive criticism
  • Documented each call and followed correct communication procedures for submission of paperwork
  • Provided on-the-phone technical support for HP
  • Boxed food and distributed packages to families
  • Interacted with multicultural families visiting food bank


Information Technology – Contact Centre Customer Service Agent
Feb 2012 - Dec 2014 Ministry of Training, Colleges and Universities
Information Technology - Contact Centre Technical Support Agent
Nov 2006 - Mar 2012 Ministry of Training, Colleges and Universities
Community Services Worker with Internship
Nov 2010 - Oct 2011 triOS College of Business, Technology & Healthcare
Business Administration
Mar 2010 - Nov 2010 triOS College of Business, Technology & Healthcare