Scott S.

Background

About Scott S.

PROFESSIONAL PROFILE I am a consummate customer professional dedicated to helping my customers and clients find resolutions to their enquiries Customer Support & Case Management • Multiple years experience assessing customer and client needs in sales, support and case management roles • Ability to view customer situation critically and provide product or support that provides customer with a resolution • Experience dealing with customers and clients in person, on phone, via email and via Live Chat utilizing CRM systems such as Kustomer and Zen Desk • Case Management (average caseload 50+) working with clients from multiple provincial and federal employment focused programs - Alberta Works, Ontario Works, Employment Ontario, WorkBC, Employment Insurance, Ontario Disability, and Person With Disabilities • Trained in full suite service delivery model via Provincial Case Management systems: Mobius Service Plan entry/creation (AB), CAMS Service Plan entry/creation (Ontario), ICM Service Plan entry/creation (BC), client tracking and review - Client Outcome based metrics (Ontario), Key Performance Indicators (BC) • Common Assessment Intake Methodology (Client Needs Assessment) – Ontario Certified • Formal training in Assessment Component of Employment Counselling (ACEC), and Systematic Employment Counselling (SEC/Decision Making Strategy) • Accessibility for Ontarians Disability Customer Service Standard Training Certified • Workplace Violence and Harassment Training Certified • Personality Dimensions – Qualified Facilitator, Level 1, Strong Interest Inventory II – Level II Certified, Standard First Aid and CPR Level C & AED Certification • Defusing Anger & Hostility Training Certificate: Toronto Hostel Training Centre • MS Word, Excel, Powerpoint, Outlook, Zen Desk Contact IV, CAMS, type 90/wpm Sales & Travel • 5 years experience as a travel advisor in both face to face retail and over the phone sales environments • $578,133 sales in 2019 generating $82,857 revenue • TICO Certified • Signature Travel Network Expert Certified • Dozens of Cruise Industry and Travel Training Certifications • Personally experienced over a dozen cruise and hotel brands in regions such as Europe, Caribbean, Alaska Specialties/Keyword: customer success, customer advisor, customer service, client support, learning and development, case management, return to work, disabilities, employment counselling, career planning, group facilitation, workshop delivery, client assessment, Interview preparation, individual counselling, psychometric testing and evaluation