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Resume

 Excellent Customer Service skills

 Average Matrix Monthly Call Quality 98%

 Handle a range of 60 to 80 inbound calls daily

Demonstrates a sense of urgency in a busy call center environment.

 Possesses exceptional ability to build relationships and resolve complex issues.

 Possesses over 17 years of experience.

 Demonstrates outstanding problem solving and active listening skills.

 Able to diffuse difficult customer situations with tact and ease.

 Acknowledged for unwavering commitment to providing exceptional customer service.

 Expresses thoughts clearly and concisely in both verbal and written communications, in both

French and English. My goal is to become part of a progressive technical team in which I will

be able to contribute by using my skills and qualifications to the highest degree in order to

build upon my current ethic and experience.

WORK HISTORY

Mar 2014Present

Technical Support Specialist

Home Depot Canada
Contract) Bilingual Technical Support Responds to calls and emails from stores, resolves issues in a prompt and efficient manner Logs calls and emails into the appropriate tracking systems and escalate issues to the appropriate department Identifies recurring issues to determine and document possible solutions and assist with the prompt resolution of issues. Liaises with internal departments 1st level support, and coordinating 2nd and 3rd level support POS support, SAP, SQL, networks, registers, register printers, scanning gun, network printers, wireless printer Skills & Experience SAP Bilingual English/French technical support experience Harware
Mar 2014Present

Technical Support Specialist

Home Depot Canada
Contract) Bilingual Technical Support Responds to calls and emails from stores, resolves issues in a prompt and efficient manner Logs calls and emails into the appropriate tracking systems and escalate issues to the appropriate department Identifies recurring issues to determine and document possible solutions and assist with the prompt resolution of issues. Liaises with internal departments 1st level support, and coordinating 2nd and 3rd level support POS support, SAP, SQL, networks, registers, register printers, scanning gun, network printers, wireless printer Skills & Experience SAP Bilingual English/French technical support experience Harware
Sep 2011Sep 2013

Bilingual Technical Support Representative

RELIANCE PROTECTRON-TORONTO
Bilingual Technical Support Representative Provided technical procedures to clients in a professional manner Handled a range of 80 to 100 inbound calls daily Answered and assisted all Hardware/Software calls Handled employee schedules on demand Answered incoming calls in a timely manner Managed security policy for user, groups, computers, domains and domain controllers with active directory to provide a control for accessing data Dealing with Internet access for various locations, implement VPN connection Setup(e-mail, workspace, etc.) Trouble shooting, alarm system Dispatched service calls
Sep 2011Sep 2013

Bilingual Technical Support Representative

RELIANCE PROTECTRON-TORONTO
Bilingual Technical Support Representative Provided technical procedures to clients in a professional manner Answered and assisted all Hardware/Software calls Handled employee schedules on demand Answered incoming calls in a timely manner Managed security policy for user, groups, computers, domains and domain controllers with active directory to provide a control for accessing data Dealing with Internet access for various locations, implement VPN connection Setup(e-mail, workspace, etc.) Troubleshooting, alarm system Dispatched service calls
Sep 2011Sep 2013

Bilingual Technical Support Representative

RELIANCE PROTECTRON-TORONTO
Bilingual Technical Support Representative Provided technical procedures to clients in a professional manner Answered and assisted all Hardware/Software calls Handled employee schedules on demand Answered incoming calls in a timely manner Managed security policy for user, groups, computers, domains and domain controllers with active directory to provide a control for accessing data Dealing with Internet access for various locations, implement VPN connection Setup(e-mail, workspace, etc.) Troubleshooting, alarm system Dispatched service calls
Dec 2010Sep 2011

Bilingual Warranty Customer Service Representative

Assurant
Solution_-Toronto Bilingual Warranty Customer Service Representative Answer inbound calls on behalf of Clients(Best Buy, FutureShop, Walmart, CIBC, National Bank) regarding specific product lines or service. Warranty products such as electronics and appliances Handling a wide variety of high calls volumes Respond to, support, and assist customers questions and concerns
Dec 2010Sep 2011

Bilingual Warranty Customer Service Representative

Assurant
Solution_-Toronto Bilingual Warranty Customer Service Representative Answer inbound calls on behalf of Clients(Best Buy, FutureShop, Walmart, CIBC, National Bank) regarding specific product lines or service. Warranty products such as electronics and appliances Handling a wide variety of high calls volumes Respond to, support, and assist customers questions and concerns
Aug 2007Dec 2008

Customer Service Representative

LG CANADA-TORONTO
Customer Service Representative Assisted customers inquiries, complaints, billing questions and warranty acquisitions/extensions and hardware repair in a retail environment Managed high-volume calls Resolved an average of 250 inquiries in any given week, exceeding a weekly targets by 25% Consistently met performance benchmarks in all areas Regarded as an exceptional team player who successfully supported an understaffed call center for many months, taking on workloads of other employees
Aug 2007Dec 2008

Customer Service Representative

LG CANADA-TORONTO
Customer Service Representative Assisted customers inquiries, complaints, billing questions and warranty acquisitions/extensions and hardware repair in a retail environment Managed high-volume calls Resolved an average of 250 inquiries in any given week, exceeding a weekly targets by 25% Consistently met performance benchmarks in all areas Regarded as an exceptional team player who successfully supported an understaffed call center for many months, taking on workloads of other employees Technical Support for televions, dvds, remote control programming
Aug 2007Dec 2008

Customer Service Representative

LG CANADA-TORONTO
Customer Service Representative Assisted customers inquiries, complaints, billing questions and warranty acquisitions/extensions and hardware repair in a retail environment Managed high-volume calls Resolved an average of 250 inquiries in any given week, exceeding a weekly targets by 25% Consistently met performance benchmarks in all areas Regarded as an exceptional team player who successfully supported an understaffed call center for many months, taking on workloads of other employees Technical Support for televions, dvds, remote control programming
Apr 2006Jul 2007

Collection Representative

Telus Mobility-Montreal
Bilingual Collection Representative Proactive and reactive collections of delinquent accounts Provide front-line customer service by answering inquiries, making payment arrangements and protecting TELUS Communication Company's interests Maintain individual performance standards with respect to Call Centre metrics Educating clients on policy/procedures and timelines set out by Accounts Receivable Promotion of different payment options
Apr 2006Jul 2007

Collection Representative

Telus Mobility-Montreal
Bilingual Collection Representative Proactive and reactive collections of delinquent accounts Provide front-line customer service by answering inquiries, making payment arrangements and protecting TELUS Communication Company's interests Maintain individual performance standards with respect to Call Centre metrics Educating clients on policy/procedures and timelines set out by Accounts Receivable Promotion of different payment options
Jul 1997Feb 2003

Customer Service Representative

FIDO SOLUTIONS-MONTREAL
Customer Service Representative Provided Customer Service procedures to clients in a professional manner Helped customers and merchants identify their needs Educated customer on how to use products and services Managed Billing Provided Technical Support Contributed to increasing sales
Jul 1997Feb 2003

Customer Service Representative

FIDO SOLUTIONS-MONTREAL
Customer Service Representative Provided Customer Service procedures to clients in a professional manner Helped customers and merchants identify their needs Educated customer on how to use products and services Managed Billing Provided Technical Support Contributed to increasing sales
Jul 1997Feb 2003

Customer Service Representative

FIDO SOLUTIONS-MONTREAL
Customer Service Representative Provided Customer Service procedures to clients in a professional manner Helped customers and merchants identify their needs Educated customer on how to use products and services Managed Billing Provided Technical Support Contributed to increasing sales

Education

Sep 2013Jul 2014

Aromatherapy

School of Healing


Sep 1994Jan 1997

College Diploma

Champlain College

Languages and Literrature