Althaf Tuan Kichil
Ottawa,ON
Summary
Dedicated bilingual (English/French) Customer Support Specialist with over 8 years of experience delivering exceptional service in fast-paced technical and SaaS environments. Proven ability to troubleshoot complex issues, resolve customer concerns efficiently, and maintain high levels of customer satisfaction. Skilled in using CRM and support platforms such as Slack, Sprinklr, and ticketing systems to manage high-volume requests while maintaining accuracy and professionalism. Strong communicator with a customer-first mindset, experienced in collaborating with cross-functional teams to improve processes and service delivery. Reliable, detail-oriented professional committed to providing efficient solutions and creating positive customer experiences.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Bilingual Customer Support Coordinator
CharterUp
Remote, ON
06.2025 - 10.2025
- Delivered English and French support for clients across North America, ensuring accurate bookings, trip coordination, and timely updates.
- Used Slack, Sprinklr, and CoachRail to manage support tickets, communicate with teams in real time, and escalate complex cases.
- Collaborated with teams to resolve transportation issues quickly and efficiently.
- Collaborated with internal operations teams to optimize trip logistics, handle disputes, and maintain a high client satisfaction rate.
- Managed communication with drivers and vendors to ensure smooth operations.
- Provided timely email support to customers regarding product inquiries and issues.
Bilingual Customer Service Support/ Remote
Hinduja Global Solutions
Remote, ON
07.2024 - 04.2025
- Adapted quickly to a fast-paced, high-volume environment, consistently meeting quality and performance metrics.
- Provided bilingual (English and French) support to Rogers and Fido customers, handling both Level 1 and Level 2 technical and account inquiries.
- Troubleshot issues related to wireless, internet, and TV services, escalating complex cases when necessary.
- Maintained accurate records of customer interactions and feedback.
- Analyzed customer needs and recommended appropriate products or services.
Bilingual Customer Service Support Representative
Rogers
Remote
02.2023 - 01.2024
- Assisted customers by resolving product inquiries and service issues.
- Managed customer accounts using CRM software for efficient tracking.
- Collaborated with team members to improve service response times.
- Participated in team meetings to share feedback on service improvements.
- Assisted customers with product returns and exchanges.
- Handled escalated customer concerns in a professional manner.
- Assisted in developing strategies for improving customer service operations.
- Provided bilingual support to customers via phone and chat channels.
- Maintained knowledge of products, services, and company policies to assist customers.
Sales Associate
Canadian Tire / Retail
Ottawa, Ontario
09.2022 - 01.2023
- Assisted customers in selecting products and providing product knowledge.
- Processed transactions efficiently using point-of-sale systems.
- Maintained store cleanliness and organized merchandise displays.
- Handled customer inquiries and resolved issues promptly.
- Maintained organized merchandise displays to enhance customer experience.
- Assisted customers in selecting products and providing product information.
- Answered incoming telephone calls to provide store, products and services information.
Customer Service Specialist
Best Buy
Ottawa, Ontario
09.2021 - 01.2022
- Assisted customers in product selection and provided tailored recommendations.
- Managed inventory levels and organized merchandise displays on the sales floor.
- Operated point-of-sale system for efficient customer transactions and returns.
- Collaborated with team members to maintain store cleanliness and organization.
- Educated customers about product features, benefits, and usage techniques.
Crew Member
McDonalds
Ottawa, Ontario
06.2019 - 08.2020
- Provided excellent customer service in a fast-paced environment.
- Operated kitchen equipment to prepare food and beverages efficiently.
- Collaborated with team members to ensure timely order fulfillment.
- Assisted in training new team members on operational procedures.
- Handled cash transactions accurately at the register.
- Performed cashier duties such as taking orders, collecting payments and providing change.
Education
Bachelor's - Global and International Studies, Economics
Carleton University
04.2025
High School Diploma -
Woodroffe High School
Ottawa, ON01.2019
Secondary School -
École Secondaire Des Sources
Montréal, QC01.2017
Skills
- Customer Service
- Technical Support
- Sales proficiency
- Bilingual (EN/FR)
- CRM
- Problem Solving
- Software troubleshooting
- Communication
- Sales
- Technical Documentation
- Bilingual communication
Certification
Google Technical Support Professional Certificate, Google, 2023
Languages
English
Professional
French
Professional
Timeline
Bilingual Customer Support Coordinator
CharterUp
06.2025 - 10.2025
Bilingual Customer Service Support/ Remote
Hinduja Global Solutions
07.2024 - 04.2025
Bilingual Customer Service Support Representative
Rogers
02.2023 - 01.2024
Sales Associate
Canadian Tire / Retail
09.2022 - 01.2023
Customer Service Specialist
Best Buy
09.2021 - 01.2022
Crew Member
McDonalds
06.2019 - 08.2020
Bachelor's - Global and International Studies, Economics
Carleton University
High School Diploma -
Woodroffe High School
Secondary School -
École Secondaire Des Sources