Kathleen Trudel

*** ***** ****** ****

Cornwall Ontario

k6j2w9

e- mail: ad1z9h@r.postjobfree.com

Phone: 613-***-****

PRI 14067676

OBJECTIVE

To obtain a career gaining the experience necessary for advancement.

Payment service Officer for Pensions

09/2022 to Pesent

transferred from Employment Insurance to Canada Pension plans, OAS

06/2020 till 09/2022

Payment service officer (Tier 2)

Service Canada Employment Insurance.

explaining to to caller about the employment insurance benefits, what the benefit period is, how much they will receive for payments, how many weeks of entitlement, explain if there is something missing to qualify such as the record of employment is not on file, or the medical certificate is not in imaging and needs to be submitted.

As well as a specialised agent for authentication for integrity files with an M71 or D71.

I am a member of th newsletter committee, as well as I am an original tester for Robotics Processing Automation (RPA), moving forward with Automation Anywhere(AA).

also a shop steward for theUnion CEIU/PSAC 621

09/2019 04/2020

Xplorenet

Technical support specialist Bilingual

Provide technical support for satellites as well as fixed wireless.

Gather information through probing questions to determine what the issue is with the equipment, if unable to resolve the issue over the phone, either escalate to a higher level or create a work order sending an onsite technician.

I am on the French queue 90% of my troubleshooting is done in French.

04/2019 -09/2019

Scotiabank call center (Manpower)

2220 Walkley road.

Customer Care Advisor (Bilingual), Scotiabank Contact Centre –

Helping the customer with day to day banking needs, setting the status of a card lost or stolen, providing info such as balances, helping process e-transfers, setting up appointments with the branch. Reversing same day transactions, proving all services for basic banking checking and savings accounts.

2014 04/2019

Sunnyside Up Restaurant.

1274 Pitt Street

Cornwall Ontario

Waitress/Cashier

Serving the customer, taking the orders processing payments.

01/2010 - 05/2014

Family Corner Restaurant

900 Pitt Street

Cornwall Ontario

Waitress/Cashier

Serving the customer, taking the orders processing payments.

Revenue Canada

11/2007 - 04/2008

Through Calian

Admin Clerk third and first floor

Finance and Admin

My duties included travel arrangements, travel claims, photocopies.

all the duties of an Admin Clerk.

09/2007 - 10/2007

WASTE MANAGEMENT

reception/front desk

my duties where, receiving guest, signing them in, preparing internal and external mail, booking boardrooms, including other task which would be given on an ongoing basis.

06/2006 - 09/2007

DELL COMPUTERS

Technical support

technical support to end users for all departments of Dell

CTS, ACS, DOC.

08/2005 to 10/2005

PWGSC

Contract helpdesk support

Supporting the public works employees with software issues.

EXPERIENCE

2003

Rogers AT&T Blaire Street Ottawa Ontario

Customer Service Representative

Supporting wireless communication. End users would call if there were a problem with the service, or wished to change the price plan, or needed to have the invoice explained to them in detail

2002

Kelly Services Ottawa

Call Center Agent

I work at Compaq Canada, in the Repair Call Center Management, a division of the Logistic Business Objective. My duties are to gather information from the End User to provide the details to the repair technician who is fixing the Compaq Laptop, also to speak with the technician for an update of the statues of the Laptop to provide information to the end user. I am also to make arrangements for Purolator to pick up the Laptop for repair. I am also to provide the End User an estimate on the cost of repair gather and the credit info and process it, then reschedule the technician to proceed with the repair.

The programs used are:

Core

Pulse

SAP

Citrix

Repair Me

Vantive

plus, others such as the Purolator web page to verify waybills

as well as Canada Post web page for postal code lookup.

The Compaq Internal pages for warranty verification, part lookup, system specification lookup.

2002

Kelly Services Supporting Canada Worked at IBM

Canada Post Help line Analyst

JANUARY 2002 to MAY 2002

Worked for Kelly Services, At ISM a division of IBM, supporting Canada Post

Duties consisted of supporting the Corporate and Retail stores, which are privately owned franchises,

Troubleshooting the computer which is the ROSS system

As well as delivery standards, postage meters, postal guide look ups, and postal code look up, also educated the clerks with the Policies and Procedures of Canada Post.

Supporting the Corporate and Retail Stores in SAP

Order placement, order transfer, unlocking or creating passwords,

As well as looked up contract and agreements for un-addressed ad mail providing the clerk with the needed information

Such as commitment, level and price per copy.

In that period I earned a Quality Assurance notation, where a retail store was contacted and they praised me. (This is in writing)

01/2001 - 5/2001 Adecco for Compaq Canada Compaq Canada Call Center

Technical Support Specialist

JANUARY 2001 to MAY 2001

TECHNICAL SUPPORT SPECIALIST Certified by CDI

Compaq Call Center, Bells Corners, Nepean.

Performed technical support for home users, diagnostics of computer problems over the telephone, providing a logical solution.

I had a first call resolution, meaning that the problem was solved on the first call and the end user did not need to call back for that same problem. I worked on the Canadian queue; there was a high volume of French calls I can easily troubleshoot in both official languages.

Duties consisted of troubleshooting

HARDWARE: Printers, peripherals, modems, all drives (floppy, hard, CD, CDRW) Logitech Quick Cam

SOFTWARE: Drivers, windows (3.X to ME)

THIRD PARTY ADDITIONS: This area was limited we would do what we could inside of a small time frame (5 minutes).

For example, a scanner uninstall and re-install the driver properly.

In that period I earned a Quality Assurance notation, where an end user wrote a letter of praise, for the service I provided.

06/1987 - 09/1997 Restaurant Paradis de Chine Hull, Quebec

Waitress/cashier, opening and closing the restaurant. Customer service, hostess, taking telephone orders, in charge of the cash

EDUCATION /2000 CDI Canada-Ontario-Ottawa

Certification

Fluently bilingual: English/French

Accomplishments:

Graduated

Technical Support Specialist

One of the top in my class,

Assistant Manager in a call center for Nadine Media/MacLean Hunter.

VPS (Van Power Specialist) Motivator for Kirby vacuums.

Computer Skills:

PC Technician, A+ Certificate. Bilingual: English / French

Technical support specialist graduate of CDI College 2000

ADDITIONAL INFORMATION

Enhanced security clearance.

Bilingual,

Customer service,

Inbound call center representative

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