Customer Service Representative

Jean Lacoste

*** ****** ***. ***** ****

Toronto, Ontario

Tel: 647-***-****

************@*****.***

CAREER SUMMARY

I’ve been working as a bilingual customer service representative for the past 9 years. In multiple

departments; Account receivable, Inbound and Outbound campaigns, sales and first level retention and

troubleshooting. I can adapt to any work environment and work well under pressure. I enjoy team work

dynamics as well as being very self-motivated and independent. I am eager to contribute in any capacity

needed and capable of multitasking.

Work Experience

Shade-o-Matic Toronto, On April 2013 – Dec

2013

Installation coordinator

• Respond to Installation inquiries by phone, email and in person

• Budget the installation process and profit margin

• Verifying with clients the completion of the install

• Paying the installer and providing them with install in their area

• Providing product information and new promotions.

Les Huiles Norco (shell) Montreal, QC Sept 2011-Sept

2012

Customer service representative F/T

• Respond to customer inquiries promptly, in high season 80 to 120 calls a day

• Provided information on status account, services and products offered.

• Troubleshooting for technical issues

• Follow up with clients and technician with ongoing or solved issues

• Enforcing acquisition campaign by mail or outbound calls

Solution Cellulaire Montreal, QC June 2011-sept

2011

Sales Representative P/T

• Sales of Rogers’s products; Cell phones, internet Stick and Hub

• Product knowledge and correcting Technical and service issues face to face with client.

• Use of up selling and cross sales techniques.

Breaking Tomorrow ent. Montreal QC May 2010-

Freelance photographer

● Document Music or sporting event in Montreal

● Meet with clients and discuses logistics

● Use of adobe premiere and Photoshop programs

● Great use of active listening to capture the client’s idea.

Videotron ltee Montreal, QC March 2007-May

2010

Customer service representative F/T

• Bilingual service representative for small business account and residential services

• 40 to 70 calls a day and administration work for technician work order

• First point of contact for all product issue, technical, billing, acquisition and retention

• First level troubleshooting for all services, cable television, internet access, home phone and

cellular services.

• Dispatch Technician for issues and new acquisition

• Follow up with clients concerning technical or service issues.

Atelka Montreal, QC Oct 2003 –Jan

2007

Customer service representative F/T

• Customer Service on inbound campaign for Telecommunication .co

• Answering calls from Across Canada about service, network and products

• Between 40 to 100 calls maintaining a 85% FCR ( first call resolution) and 500 sec AHT( average

handling time of each call)

Team Leader and Quality control agent F/T

• Helping and monitoring calls for 8 to 12 agents

• Listening to calls, calibrating the agents for transparency

• Follow up with agents on stats like (FCR,AHT) and help them achieve the standard goals and

surpassed them

Education

High School Diploma Rosemere High school 1996 High school diploma obtain

Cegep Ahuntsic 1997-1999 D.E.C in Administration obtain

College de photographie Marsan 2000-2002 D.E.C in photography obtain

● DEC in Administration and Photography

● Knowledge of Windows, Excel and Word

● Peer mediation skills

● Languages English & French written / English& French Speaking

OCAD University continuous learning Jan 2014- March 2014

• Video and Sound Editing

• Workflow with Final cut and Adobe premiere

Contact this candidate