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Mary Hood

Mary Hood

Free Agent

Actively Seeking New Opportunities

Free Agent at Actively Seeking New Opportunities


Actively Seeking New Opportunities

Free Agent

Highly effective listening skills to ascertain customers’ needs, and determine appropriate action required for resolution. Excellent verbal skills for explaining complex issues to customers. Excellent written communication skills.

Computer Skills : Experience working in a PC setting with multiple software applications including experience navigating between applications and the internet. Strong keyboarding skills and the ability to enter data with speed and precision.

Core Competencies:

Knowledge : Demonstrates knowledge of customer needs and carious processes and procedures in own work area as well as a general understanding of processes in related work areas. Has a broad understanding of how Medavie Blue Cross works.

Analytical Thinking: Uses business knowledge and experience to solve routine problems. Asks questions to determine the sources of the problem; discusses possible solutions and makes suggestions.

Communication Skills: Communicates clearly and confidently verbally and in writing to a variety of audiences. Demonstrates the ability to tailor information and delivery to suit the nature of the material, audience and situation.

Customer Orientation : Regularly handles routine customer questions and problems independently and proactively manages and monitors customer satisfaction while providing friendly and courteous customer service.

Execution and Organizational Skills : Organizes work and information in a well thought out manner to deliver on specific tasks and milestones to meet deadlines. Exhibits high levels of energy and perseverance on the pursuit of established goals.

Team Work Skills : Demonstrates an understanding of how the job contributes to the overall work unit and helps others with problem situations without being asked.

Career medium 05
Career medium 01


BlackBerry Customer Support

Ability to interact with high level executives in a professional manner
Demonstrates solid written and oral communications skills.
Ensure customer cases are managed to meet the commitments.
Processes and responds to telephone, email and web requests for assistance and service.
Investigates and troubleshoots routine client software and hardware issues; resolves as appropriate.
Timely Escalation unresolved and more complex problems to level 3, Team Leads and RIM as appropriate.
Ability work independently as well as part of a team as required.
Demonstrate strong client relationship skills
Show the ability to interface with delivery and account personnel
Follow agreed processes and procedures for providing solutions to customer requests or issues.
Maintain call quality standards at the level set to meet customer expectations including adherence to work schedules and standards.
Deliver customer communication to the appropriate level of understanding to ensure a successful outcome.
Document policies, procedures and issues in ticketing system as well as in internal knowledge base.
Ability to analyze and make recommendations to better assess, assist and meet the needs of internal clients.


Online Support OLS

Customer Support

Provided superior customer assistance to clients that needed to file important insurance claims
Showed compassion towards the client
Attention to detail and the ability to multi task to ensure the customer was taken care of
Escalated urgent matters

Career medium 04
Career medium 04

Tim Hortons

Store Trainer

Educated new hires on Store Policies and Procedures
Educated Staff on new products and equipment
Lead by example
Worked the front line assisting customers
Managing customer complaints and satisfaction
Acting Supervisor