Eddy Racine

**** ******* ******, ******, **. L*K 0H1

Cell: 905-***-****

aczdwt@r.postjobfree.com

PROFFESSIONAL PROFILE

Bilingual English and French with conversational Spanish and Creole

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Negotiator with ability to resolve problems and conflicts in a professional manner

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Independent, self-starter task and result oriented and work well alone or as part of a team

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Extensive experience directing projects and teams from conception to fully operational status

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Nearly 20 years’ experience in quality assurance, project coordination, customer service and sales

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Computer skills; AutoCAD, Microsoft Office and Lotus SmartSuite. Internet and search engines

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Solid foundation in Renewable Energy generation and storage, evaluation and system design

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EDUCATION AND TRAINING

Renewable Energy Technician/Energy Audit, Diploma, Durham College

Presentation and Public Speaking for Radio & TV, National Institute of Broadcasting

Diverse Leadership/Project Management courses, IBM Canada/IBM Teach

Introduction to Business Decision Making, McGill University

Mechanical Drafting Diploma (DEP), Rosemount Technology Center

EMPLOYMENT HISTORY

Westairs Installation Inc., Armtech - DZ driver and Account Manager, Calgary/Edmonton AB.

• Handle all concrete precast orders, delivery and installation for Calgary and surrounding areas

• Provide accurate project estimation and ensure timely delivery of materials and prompt invoicing

• Enlarge customer base in Calgary/Edmonton by research, targeted marketing and customer visit

Westburne Electric, Renewable Energy Technical Support Specialist, Oshawa

• Handle national renewable energy inquiries, site visits for solar and off grid projects

• Meet with customers, provide accurate project quotes and ensure timely delivery of materials

• Research new products and services to facilitate customer project needs

• Develop and maintain a positive working relationships with sales representatives and customers

Vertex Customer Service, Hydro One, Markham

• Handled inbound calls from clients, ranging from routine support requests to emergency requests

• Negotiated payments arrangements on delinquent accounts.

• Probed and documented details of client needs and logged for appropriate communication

Home Health Education Service, Natural Remedies Consultant, Toronto

• Created advertisement and marketing strategies to deliver health products and lifestyle seminars

• Formulated and implemented new seminars as well as trained representatives to present them

• Managed a group of volunteers into a goal-oriented and cohesive group

IBM Canada, Customer Relations Account Manager, Toronto

• Managed and resolved a high volume of customer complaints in a professional manner

• Communicated company policies and procedures to customers and negotiated fair resolutions

• Documented call transactions to ensure appropriate reporting and exceed audit requirements

J. Eddy Racine Employment History (Continued) Page 2of 2

IBM Canada, Team Leader, Toronto

• Prepared and presented quality reports to executives and stakeholders

• Lead 30+ representatives to provide help desk support for North, South and Central America

• In charge of scheduling, discipline, motivation, work load distribution, promotions and education

• Provided coaching to ensure quality control scores surpassed expected targets

• Assisted in recruitment and retention of Customer Service Representatives

• Trained, supervised, coached, counseled and evaluated employees on process improvements,

goals and objectives

IBM Canada, Senior Teleservices Representative, Toronto

• Provided quality assurance monitoring, Silent Monitoring and call coaching to peers on customer

service skills to ensure call standards were met

• Liaised with cross-team management over processes, data accuracy and problem situations

Instrumental in assisting multidisciplinary team to hold top quality control scores in Call Center

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Participated in cross-training multidisciplinary skills development to achieve work related

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objectives

Wawanesa Insurance, Vehicle Estimator and Accident Adjuster, Montreal

• Take claims from customers in person or by phone and assign claim number

• Evaluated and negotiated accident and total loss claims and facilitated claim settlements

• Handled and investigated high volume of claims and assisted in fraud prevention

Trigonix Inc., AutoCAD Draftsman, Montreal,

• Drawing architectural, mechanical and electrical plans using AutoCAD Rel.10

• Modified existing drawings to meet customer specifications and satisfaction

• Scanned hard copy drawings on Opti-Graphics and Scan Station systems for data storage

COMMUNITY INVOLVEMENT

Recipient of the 2012 Alumni Distinction Award from Durham College for community involvement

SDA Church, Ordained Elder, Assistant youth Leader and PR Officer, Adult Bible Teacher

Disaster Relief Volunteer: Montreal Ice Storm, Montreal Fire Fighter, Verdun division

2RCA (DND), Artillery Technician, Driver, Shooting Team, Rank: Corporal - Honorable Discharge

References Available Upon Request

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