ALAN KOKO
Toronto,Canada
Summary
Bilingual Customer Service Representative with 8 years of experience in high-volume call centers and technical troubleshooting. Proven ability to resolve customer issues efficiently while maintaining professionalism under pressure. Expertise in communication, conflict resolution, and multi-tasking across phone, chat, and email channels. Holds Google IT Support Certificate, providing a strong foundation in IT support.
Overview
4
4
years of professional experience
1
1
Certification
Work History
CUSTOMER SERVICE REPRESENTATIVE(Remote)
Fundraising Direct (UNICEF)
Montreal, Quebec
03.2025 - 10.2025
- Provided bilingual customer support for UNICEF programs and general inquiries.
- Assisted callers with information requests and account updates efficiently.
- Ensured customer satisfaction through clear and empathetic communication.
- Maintained accurate records and updated system information promptly.
TRAINING MANAGER
FOCUS FORWARD MARKETING GROUP
Toronto, Canada
08.2023 - 09.2024
- Trained and mentored new employees on customer handling and company procedures.
- Supported customers by resolving issues with professionalism and efficiency.
- Motivated and coached team members to improve service performance.
- Analyzed performance data to identify trends and areas for improvement.
CUSTOMER SERVICE REPRESENTATIVE (REMOTE))
MIRATEL SOLUTIONS(Call Centre)
Toronto, Canada
09.2022 - 03.2023
- Handled inbound customer calls professionally and efficiently.
- Built customer trust through effective communication and active listening.
- Resolved customer inquiries following company procedures.
- Documented interactions and follow-ups accurately.
CUSTOMER SERVICE REPRESENTATIVE (CALL CENTRE)
BELL (Hybrid Position)
Toronto, Canada
01.2022 - 09.2022
- Addressed customer inquiries and complaints in accordance with established protocols.
- Provided product information and guidance on service selection.
- Accurately processed orders, returns, and exchanges to ensure customer satisfaction.
- Achieved customer service performance targets while prioritizing call quality.
- Maintained precise CRM records by logging customer details systematically.
Education
Diploma - Sound Engineering & Recording
Recording Arts Canada
Montreal05.2022
Skills
- Customer relationship management
- Call center support
- Technical troubleshooting
- CRM and ticketing systems
- Communication skills
- Active listening
- Conflict resolution
- Multitasking abilities
- Calm under pressure
- Microsoft Office proficiency
- Google Workspace expertise
- Problem solving
Certification
• Google IT Support Certificate, 12/31/25
• TCF Canada - Fluent
• TCF Canada - Fluent
Languages
- English, Native
- French, Fluent
Timeline
CUSTOMER SERVICE REPRESENTATIVE(Remote)
Fundraising Direct (UNICEF)
03.2025 - 10.2025
TRAINING MANAGER
FOCUS FORWARD MARKETING GROUP
08.2023 - 09.2024
CUSTOMER SERVICE REPRESENTATIVE (REMOTE))
MIRATEL SOLUTIONS(Call Centre)
09.2022 - 03.2023
CUSTOMER SERVICE REPRESENTATIVE (CALL CENTRE)
BELL (Hybrid Position)
01.2022 - 09.2022
Diploma - Sound Engineering & Recording
Recording Arts Canada