Pierre-Louis Chéry

***, ******** *** ****** (Ontario)

K1K 2K7 613-***-****

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PROFILE

Great experience of a Call Centre environment

* ***** ** ********** ** Bilingual Call Centres in Ottawa

Over 25 years of experience in customer service

Great Customer Service Skills

Great capacity to manage difficult customers

Knowledge of some technical sales

Dynamic person with good communicating skills and likes to work with other

people

Written and spoken languages: French, English, Spanish

WORK EXPERIENCES

Direct Associate - Mentor

Ing Bank of Canada, Ottawa, Ontario 2008-2012

Responsibilities:

Answered all incoming inquiries in a positive and professional manner

Probed to understand clients needs

Coached clients by offering solutions to match their financial needs

Achieved/exceeded monthly sales and customer service quality targets Be responsible for finding solutions to client issues in a one and done approach

Outsourcer Agent for Bell Sympatico

Sitel - Bell Sympatico Internet program, Kanata, Ottawa, Ontario Juin-2006-2008

Responsibilities:

Answered incoming calls from clients

Received client ’s inquiries and solved problems related to billing, sending modems

Introduced clients to the Technical Help Desk having Internet technical issues

Negotiated and retained clients willing to have their internet service cancelled

Offered Sympatico’s products to members during the calls

Resolved client’s issues by contacting other departmen

Put on hold, reactivated and cancelled client’s account on their request

Registered all calls received from members for a given situation in Remedy

Provided information to people requesting an Internet account

Created account for new clients

Sent contract to clients using Contract tools

Investigated client’s inquiries related to PC Fusion contract

Subscribed and unsubscribed clients to a PC Fusion contract upon demand

Used tools to send computers to qualified clients

Received client’s computer return request and took a decision with reference to

the policy of the company.

Network technician 2005 - 2005

Canadart.ca, Ottawa, Ontario

Responsibilities:

Assisted the IT department coordinator managing Canadart.ca Windows 2000 network

Installed Operating system and software application at Canadart.ca office

Managed users account on the Primary Domain controller (PDC) with Active Directory

Offered technical support to six (6) departments at Canadart.ca office

Solved printing problems on the network including three network printers

Tested PCs components before installing software on them using utility test

Validated computer skills of the new participants working on the network

Received request forms of service from users and solved related problems

Verified that the 28 PCs, 4 routers, and 3 printers of the network work well on the network

Network technician support and trainer 2001-2002

Microcenter, Computer sciences School, Port-Au-Prince (Haïti)

Responsibilities:

Made maintenance, solved computer problems, and installed software for 35 PCs

Installed and connected 12 workstations and 5 servers for laboratory practice

Repaired computer and cleaned hard disk after the laboratory works

Offered technical support to the students during laboratory practice

Head of service and trainer 1992-1998

Training center of the telecommunications of Haiti (Port-Au-Prince)

Responsibilities:

Coordinated stage of training between the company and the Universities

Trained 19 technicians, in fiber optic, recruiting for the outside plant of

telecommunications of Haiti

Animated seminars for 36 employees working in the Exploitation direction of

Telecommunications of Haiti related to the interbank project linked by optical

fiber,

project executed by a French company named Alcatel contracting from Paris

Represented the enterprise in foreign countries during seminars, forum organized

by the countries members of the International Telecommunications Union (ITU)

TECHNICAL SKILLS IN PROGRAMMING, HARDWARE, SOFTWARE AND NETWORK

Databases Computer Software systems Networking

and programming PC type /Application

Access 2000 assembly Windows 9.x TCP/IP and diagnostic

Mysql disassembly Windows 2000 Pro

Oracle solving problem Windows XP, Vista Unix/Linux

Postgresql optimization Windows 2000 server router hardware

HTML, PHP configuration Windows 2003 server VPN solutions

C language components test Unix/Linux Firewall and Proxy

Perl language upgrading Outlook 2000 Web (apache)

Shell scripts (Linux) security Office XP voice over IP

Internet Programming solving printer problem FrontPage, Photoshop - PBX Asterisk

Windows 7 - Ubuntu

Windows Vista

EDUCATION AND TRAINING

Information Technology Communication 2006 University Quebec in Outaouais (UQO)

Refreshment of knowledge in IT( VOIP ) 2004

Computer Practice Centre, Ottawa (Ontario)

Collegial diploma in Unix/Linux computer management 2001

Rosemont college, Montreal (Quebec)

Certificate of training in Financial and Telemetric network 1998

Alcatel training institute, Paris (France)

Certificate in computer network planning 1996

College of Chicoutimi, Chicoutimi (Quebec)

Civil engineer diploma 1979-1984

Institut supérieur technique, Port-Au-Prince (Haïti)

diploma recognized by Ministery of Education of Quebec, by equivalence.

REFERENCES : upon request

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