Customer Service Representative

Gilberte Yabit

C: 647-***-**** Mississauga, ON E: *******@*******.***

Profile Summarv

Established Bilingual Customer Service Representative with 5+ years' experience working in a variety of different customer service support roles. Hard-working, detail-oriented professional seeking a position where I can continue to grow my skills in customer and client support, customer relations, and sales. Summarv of Qualifications

• Excellent bilingual interpersonal and communication skills both written and verbal in English and French

• Handled customer inquiries and complaints; successfully resolved problems

• Responsible for bookkeeping, typing, phones, filing, supply inventory, and general office procedures

• Professional attitude toward customer satisfaction, resulting in an excellent reputation with customers

• Reviewed work for accuracy and quality, and ensured compliance with corporate standard

• Managed up to 50 calls a day, ensuring proper correspondence

• Excellent Computer Literacy, experienced with Windows operating systems, Microsoft Teams, and similar applications

Work History

Bilingual Customer Service Agent ! FCT Oakville, ON Nov 2024 – April 2025

• Ensure optimum servicing to our client base by handling a high volume of inbound calls/requests for service in a friendly and professional manner

• Address lawyers and lenders on any issues relating to their specific files, elevating to internal partners as required

• Ensure service standards are being met by processing designated Lender follow-up in accordance with the applicable program

• Communicate file updates to internal and external partners using internal computer systems. Bilingual Customer Relationship Agent I Burlodge I Mississauga, ON Aug 2022 — Feb.2023

• Good knowledge in the following: MS Word MS Excel, CRM account management.

• Created, organized, and facilitated long-lasting business relationships with customers while applying company's business operational systems

• Main point of contact for all French speaking clients, answering inquiries and supporting all problems.

• Clarified, articulated, discussed, collaborated, and aided customers in understanding our products and services, creating customer loyalty and increased company profits. Bilingual Customer Service I Concentrix I Toronto, ON (Remote) Jun 2021 — Oct 2021

• Provide feedback to management regarding customer service performance

• Maintained detailed records of customer interactions and transactions

• Monitored customer feedback and took appropriate action Bilingual Customer Service Representative I Driasi I Mississauga, ON Nov 2019— Mar 2020

• Greeted & directed incoming visitors, promptly professionally and kindly.

• Actively listened attentively to customer needs and concerns to build rapport with them

• Supported customer requests over the phone and via email

• Tracked, documented, and retrieved information in call tracking database Bilingual Help Desk Support Cognizant I Mississauga, ON Aug 2018 — Feb 2019

• Used CRM Applications to solve customer's issues in a timely and efficient manner

• Took care of customers concerns, asked questions and helped them find solutions

• Anticipated customer need and quickly resolved any issues or complaints

• Seek Manager*s advice on more complex cases

Bilingual Customer Support I APEX Mississauga, ON Aug 2O16-Dec2O17

• Liaised between technicians & customers

• Assigned duties based on technicians' experience & skills

• Took ownership of customers issues and saw problem through to resolution

• Created a structure way of doing things that everyone was aware of Bilingual CSR I MEDTRONIC I Mississauga, ON Nov 2015 — June 2016 Used AS400 to maintain accurate information

• Responsible for the registration of Pacemakers, Valves & Neuro Modulations items

• Properly documents product complaints, service request and inquiries generated by customer

• Directed more complex cases to appropriate Management Bilingual Credit Management GCR I Mississauga, ON

• Handled French correspondence from dealer s in QC

• Personal Equifax accreditation to submit credit request from dealers

• Managed the entire cycle of credit procedures

• Seek Management on more complex

Education

Customer Service Readiness Training Certificate Peel Adult Learning Centre

• Customer Service Techniques & Applications

• Point of Sales (POS) system training

• Customer Relationship Management (CRM) database training

• Accessibility for Ontarians with Disabilities Act (AODA) Training North Star Digital Literacy Peel Adult Learning Centre

• MS Word, Excel certificates (intermediate level)

• Digital Footprint certificate

• Social Media certificate

• Using Email certificate

Office Administration Diploma I TRIOS College I Mississauga Campus April 2015 — Sept 2015

• Building Computer Literacy, working on typing speed, creating proper correspondence

• Working skills in Microsoft Office, Word, Excel, Outlook etc

• Great at handling all paperwork accurately and neatly, typed correspondence and preformed general clerical duties

Hospitality & Hotel Management Diploma I Swiss School of Hostelry Association I Lausanne, Switzerland

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