Customer Service Project Manager

Alexandra Small

Tel: 416-***-**** Email: ****.*.*****@*****.***

A Bilingual Customer Oriented Professional, working towards my PMP with more than ten years in Customer Service. I am looking to return to my roots in a supervisory role in a Customer Service Department. I have well-developed relationship building, facilitation and negotiation skills.

Areas of Expertise

Fluently Bilingual ( English and French )

Project Management 1+years

Supervisory experience <1 year

Inbound Call Centres 10 years

Training/ Coaching (Advanced) 8 years

HR (Advanced ) Recruiting, Employee Relations, Benefits, Compensation, Training and Performance Management

Computer Software: MS Office, MS Project, varied applicant tracking software.

Career History

2011 to 2012 HRsmart

Bilingual Implementation Project Manager

- Lead the implementation process, including facilitating meetings, documentation of requirements, managing the timeline, resources and deliverables to successfully implement the project on time and within budget. I also acted as the Bilingual Trainer.

1999-2011

Bilingual Recruitment roles

- I was responsible for full cycle recruitment which included coaching hiring managers on legal hiring practices. I recruited for Administrative, Customer Service Call Center, IT, Sales and Medical roles.

1998-1999 Knowledge Alliance

Bilingual Telesales Rep/ Team Lead

- Responsible for selling Microsoft courses over the phone to qualified/unqualified leads.

- Surpassed sales quotas so earned Team Lead.

- Lead a team of 4 reps- coached, mentored, and responsible for their evaluations.

1997-1998 Combined Insurance

Bilingual Customer Service/ Claims rep

- Answered incoming calls from across Canada from clients with questions on their claim or account.

- Did account maintenance and helped with claims decisions.

1994-1997 American Express

Bilingual Telephone Service Rep (TSC)

- Answered calls in the French queue and assisted customers with inquiries on their account.

- Credited the customer accounts up to a maximum of 100$

- Due to my performance, I was named ‘Administrator’ of the vacation schedule for over 100 reps in the department

- Conducted orientation sessions to new hires on vacation policies.

1992-1993 World Access

Bilingual Assistance Coordinator

- Took calls from customers to buy travel insurance, charged the necessary fee to their credit cards. Clarified insurance clauses.

- Answered travel emergency calls and opened the initial files. Confirmed coverage with respective medical facility.

1989-1992 Various Temporary assignments

- Reception, Telemarketing, Order Desk.

Education

- Project Management, working towards PMP, Seneca College

- Honours Certificate in HR Management, Seneca College

- Honours Diploma in Business Administration

- Six Sigma White Belt Certified

Contact this candidate