Eleanor Hemming

514-***-****

ac86hf@r.postjobfree.com

LANGUAGES:

English

French (DELF certified/ French Immersion Certificate and French Concentration at McGill)

PROFESSIONAL EXPERIENCE:

Brookfield Global Relocation Services (BGRS) Contact Centre Bilingual

Relocation Advisory Agent in the Government Division Services (February 2018-Present)

Achieved a 95% on my Quality Assurance Evaluation

Provide answers through phone calls, emails and online chats about relocation policy to Members of the Canadian Armed Forces

Identify Members of the Canadian Armed Forces’ needs, understand and clarify the information provided in the relocation directive

Guide members of the Canadian Armed Forces from their first posting message to their arrival at final destination

Answer inquiries regarding the sale and purchase of residence

Process reimbursements for travel expenses, meal entitlements and claim processing

Entered relevant personal information onto the service engine and performed administrative tasks

RBC Royal Bank of Canada Contact Centre Bilingual

Contact Centre Agent Bilingual (May 2017-February 2018)

Top 5 sales agent on the team and achieved agreed upon sales targets and outcomes within schedule

Achieved a 20% sales conversion rate per month

Activate RBC credit cards and provided exceptional customer service while responding to all inbound inquiries;

Present, promote and sell Balance Protector Premier Plus Plan (RBC product) using solid arguments to existing and prospective customers

Ensure customer problems are handled appropriately, escalating issues when necessary

Adhere to established departmental escalation procedures, Quality Standard Guidelines defined by Millennium 1 Solutions and the client

Children’s Aid Society of Ottawa Quality Assurance Department

(April 2014-September 2014) and (April 2015-September 2015)

collect and compile statistical quality data for social workers

analyze data to identify areas for improvement in the quality system

Analyze and investigate complaints or reported quality issues to ensure closure in accordance with guidelines

Liberal Party of Canada National Office Headquarters

(April 2014-September 2014) (April 2015-September 2015)

Made the greatest number of outbound calls compared to other members of the team

Dealt and successfully solved numerous customer/voter complaints

Efficiently entered the result of each communication into Microsoft and Liberalist Software and performed all necessary follow-ups

Made the greatest number of membership card sales

Parliament Hill (Confederation Building) Member of Parliament Assistant

Worked as an assistant to MP, Mr. David De Graham

Responded to queries from members of the public

Managed his Facebook page

Took appropriate action to resolve, document and escalate concerns

Attended meetings and Parliamentary events

City of Ottawa Nepean Centrepointe Public Library Member of the Teen Advisory Group 2009-2013

Participated in focus groups related to the Teen section of the OPL website

Independently designed and executed cultural awareness event

Spoke about OPL teen services to the media

Helped design Teen Zones

Helped plan and implement OPL services for teens

Education

McGill University Graduated 2017

Bachelors of Arts –Concentration in Psychology and French

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