Customer Service Training

Dear Sir/Madam,

Through my experiences in the pharmaceutical and telecommunications industries, I offer

excellence in Bilingual Client Service experience. Both my English and French language skills are at the

highest level. I have a proven track record for navigating steep learning curves while maintaining a

professional demeanour. I welcome any possibility of augmenting my qualifications through courses,

certification, or training. I am technologically adept, having worked as a programmer-trainer in

telecommunications.

I take pride in offering a high level of client-focused awareness. In my MTI job as a Bilingual

Training Coordinator, I have previously provided training to Call Centre personnel (French and English),

as well as training other trainers and CSR’s. Having experience as a Trainer, and also a Language

Instructor, I have a stellar level of interpersonal skills, combined with effective ways of communicating

material or knowledge to others. I know how to do this in a personable and professional manner, while

maintaining empathy and approachability. As a prospective Training Lead, I am able to bring all these

skills instantly into a Call Centre environment.

If you look at my resumé and think ‘overqualified,’ (meaning, too much experience or knowledge

for the position), think of the advantages of my ability to multi-task, shift easily within an organization,

my stellar communication skills, and the caliber of work I present. Could that be ‘too much’? I may

exceed your expectations. That cannot be too much.

I will bring both know-how and a mature work ethic to any prospective employer who is looking

not only to fill a position, but is hoping to find people who would enhance the reputation of their

organization via tactful, efficient dealings both with colleagues and with clients. My organizational skills

are excellent, but the outstanding skills I can offer are interpersonal. I make people feel comfortable,

whether it is face-to-face, or via telephone and a human voice. I gain loyalty through being discrete and

reliable. As a CSR, my clients most often requested that I deal with them ; as an instructor, my students

insisted on continued work with me.

Hoping to meet with you in an interview,

Mira C. Buchheit

Mira C. Buchheit ~ 155 Stephenson Ave. ~ Toronto ~ ON. M4C 1G2

MIRA C. BUCHHEIT

155 Stephenson Ave., Toronto, ON. M4C 1G2

Tel. 647-***-**** ~~~ email: *******@*****.***

SKILLS: Strong computer/software skills: MS Office, Word, Mozilla browser & email, Facebook, social

media. Very strong research skills. Analytical thinker, with the ability to learn on the go.

EDUCATION: 2005, M.A. in English, Carleton University, High Honours

2002, B.A. Honours, French & English, Carleton University, Dean's List

TEACHING:

Gov't of Canada contractor via CCL Ottawa and H-Kin Consulting, Ottawa

ESL/EFL Language Instructor

Jan. 2009 - Dec. 2012

• Researched, developed, implemented ESL and EFL curriculum within Gov't of Canada

departments

• Attained recognition for excellence in teaching senior management, scientists and professionals

• Conducted pre-screen evaluations for placement in appropriate learning modules

• Established the development of a 'whole language,' approach to language acquisition

• Developed an innovative approach that synthesizes the streams of Reading, Writing and Oral

communication

• Taught all components of language: Reading, with ability to analyze and improve comprehension;

Writing, with ability to improve grammar, recognize stylistic and syntactical elements, and

follow the style requirements of that work-place; Pronunciation, with both group and 1-on-1

instruction addressing a diverse 1st-language linguistic background

• Attained high level of student success in required government examination process

• Fostered an environment of diversity and inclusiveness, dovetailing with GOC ethics

Teaching Assistant at Carleton University, Ottawa

Sept. 2003 - Dec. 2004

• Taught 1st and 2nd-year English Tutorials (20 students), as required by course professor

• Taught English language skills that included instruction on how to write effectively

• Offered instruction in grammar, style, syntax, reading analysis

• Marking, grading, evaluations and preparation of tutorial course materials

• Created a positive classroom environment that encouraged inclusiveness and mutual respect

CLIENT SERVICES, CUSTOMER SERVICE:

BILINGUAL TRAINING COORDINATOR

Telecommunications, MTI Ottawa, (all positions fully bilingual)

Jan. 1991 – Aug. 1998 (7 years, 8 months)

• Hired as Bilingual CSR, 3 months (Jan-Mar. 1991)

• Promoted to CSR Trainer-Programmer 2 years (Apr.1991-July 1993)

• Position created and promoted to: Training Coordinator 5 years (Aug. 1993-Aug. 1998)

• Demonstrated the ability to analyze and quickly master new skills within both the technical and

the client service aspects of the enterprise

• Researched, prepared & presented bilingual training documentation, which I standardized at MTI

• Demonstrated accuracy and attention to detail in creating documentation and programming

• Provided programming and training for Telephone & Voice mail systems

• Proven ability to solve problems independently, trouble-shooting off-site, dealing with clients

• Initiated and created programme for off-site client training for Reception, CSR's, Call Centres.

This allowed the people who were on the front lines of communication, to obtain training at the

MTI site

• Ability to multitask and prioritize to ensure deliverables and deadlines are met or exceeded, most

often with multiple contracts simultaneously

• Traveled to customer sites (Based in Ottawa, traveled Kingston-Montreal corridor) to provide

installation, programming and training

• Coordinated and worked in tandem with Sales division and internal and client’s management to

meet installation parameters that would often change on-site, with work in progress, as required

by clients

• Supervised and trained other CSR’s (at MTI), as well as Reception

BILINGUAL CUSTOMER SERVICE

Warner Lambert, Toronto, in their specialized pharmaceutical division, Organon Teknika

July 1986-Sept. 1989 (3 years, 2 months)

• Client base consisted of healthcare institutions such as hospitals, pharmacies and clinics

• Order entry; telephone CSR; reconcile returns; work with sales, management and accounting;

liaise with R & D for seamless, professional customer service across Canada.

GAP TIMES were comprised of choosing time for family, or in family relocation resulting in a job-

search.

LANGUAGES: English, French: High (professional) level, verbal, written, comprehension.

German, Italian, Spanish: functional competence, verbal & comprehension;

written language demonstrates need for a refresher course/practice.

Bengali: Spoken

Hindi: Good oral comprehension, basic ability to communicate

Government of Canada SECURITY STATUS: Enhanced.

Issued by: PWGSC. File #: 95551401; Expiry Date: 2018-09-08

Mira C. Buchheit ~ 155 Stephenson Ave. ~ Toronto ~ ON. M4C 1G2

Contact this candidate