Carolyn Rowan

Member of CCAC for 6 years

Ongoing member of multiple committees within Western Health

Cancer Services, Education, Bacchus Marsh Services,

Best Care, Clinical Council, various other adhock forms ,

Collaborate Partners within Education.

Recently accepted to SAPSE committee

• Participated in professional development opportunities to stay current on industry trends and best practices.
• Mentored new Consumers, sharing expertise and insights gained through years of experience in the field.
• Listened attentively to consumers, asked right questions and consistently resolved conflicts.
• Mediated disputes between consumers and businesses, achieving mutually beneficial resolutions in a timely manner.
• Contributed to the development of organizational policies and procedures aimed at improving overall service delivery effectiveness.
• Enhanced clients'' financial literacy with comprehensive educational materials and workshops.
• Educated consumers on their rights and responsibilities, empowering them to make informed decisions about products and services.
• Worked closely with community partners such as non-profit organizations, government agencies, and financial institutions to address systemic barriers faced by clients.
• Facilitated group sessions, fostering a supportive environment for clients to share experiences and learn from one another.

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Collaborated with team members to develop best practices for consistent customer service delivery.
• Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
• Exceeded performance metrics consistently, earning recognition as a top performer within the team.
• Addressed customer inquiries to ensure satisfaction and foster positive service experience.
• Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
• Conducted training sessions for new hires, ensuring consistent level of service across team.
• Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
• Participated in training programs to enhance product knowledge and customer service skills.
• Customized support strategies for high-priority clients to ensure their specific needs were met.
• Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
• Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
• Trained new Customer Service Representatives on company policies, procedures, and best practices.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Maintained up-to-date knowledge of product and service changes.
• Met customer call guidelines for service levels, handle time and productivity.
• Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.