Bianca Bureau
Beaumont,AB
Summary
Driven Support Leader with experience as primary point of escalation for high-level client questions, needs, wants and complaints. Passionate about delivering superior interactions with customers by hearing issues, requirements and requests to provide first-class customized solutions. Dedicated to identifying trends by analyzing customer records, purchases, inquiries and complaints to develop rapid solutions.
Overview
8
8
years of professional experience
14
14
years of post-secondary education
2
2
Languages
Work History
Global Support Team Lead / North America Support Manager
Sedna
05.2022 - Current
- Directed and supervised team of 6 engaged in Customer Technical Support and Customer Satisfaction development
- Implemented process improvements that led to reduced turnaround times for critical tasks without compromising quality
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Established clear performance metrics for team which helped in tracking progress towards set targets effectively.
- Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Improved team productivity by implementing efficient project management strategies and streamlining communication channels.
- Explored new tools and technologies that enhanced capabilities of team members while enabling seamless collaboration across departments.
- Coached team members in techniques necessary to complete job tasks.
- Promoted positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Influenced positive change within organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
Manager of Technical Support Team
Livescale
09.2021 - 05.2022
- Oversee day-to-day operations of team
- Track and analyze team’s metrics and implement processes when needed
- Report KPIs to management team
- Prioritize needs and objectives over time
- Ensure team members allocate their time and energy to priorities aligned with team vision and strategy (ticket volume and backlog)
- Be escalation point of customer issues
- Share learnings from Technical Content data and metrics relevant internal teams
- Collaborate with Support, Product, Marketing, and/or Sales teams for various Technical Content initiatives when needed
- Create & implement processes, internal & external documentation, FAQs, video tutorials.
- Developed strong company culture focused on employee engagement, collaboration, and continuous learning opportunities
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives
Support & Operations Specialist
Gsoft – Officevibe
Montreal, QC
04.2019 - 05.2022
- Communication and understanding of customer needs
- Ensure timely and successful communication of resolutions according to customer needs and objectives
- While connecting with client, analyze their OV data to discover insights that drive constructive recommendations
- Product and Industry knowledge
- Master internal product knowledge to effectively answer client's requests
- Maintain deep understanding of solutions along with team development market
- Provide relevant recommendations and best practices to customers while considering their unique business needs around their team development strategy
- Collaborate with Product team to improve customer’s engagement and adoption
- Be client’s Ambassador within OV
- Collaboration cross teams while sharing voice of customer
- Act as voice of customer within OV
- Data Driven & Support Operations Management
- Responsible to maintain and enhance reporting abilities in Zendesk to fuel product feedback loop
- Handler of SIRTs on behalf of support team (available 24/7 in case of emergency)
- Building CRM and Zendesk Platform (Great Accomplishment)
- Meet with Product on ongoing basis to share common customer trends, feature requests, etc
- Build Reports within Zendesk to view highest ticket trends, agent performance, ticket efficiency
- Be solution oriented on how to better Support Service and Software, create and monitor Support KPIs.
- Spearheaded cross-functional initiatives aimed at improving overall business performance through streamlined operations
Zendesk Administrator
Flighthub
Montreal, QC
05.2021 - 09.2021
- Maintain onboarding and offboarding of agent users
- Safely implement solutions and configuration changes while considering downstream impact
- Support all channels for Zendesk changes and reporting requests
- Manage all Explore analytic dashboards and reporting for Support
- Work with other departments to utilize Zendesk and improve internal communication
- Work with leadership team to address any workflow concerns or opportunities for improvement within Zendesk ticketing system
- Continually work on efforts to show ROI for Zendesk
- Meet with Zendesk team to understand any upcoming releases/changing technologies and apply them to suite of products; opportunities to reduce cost or better utilize dollars
- Work with product development to improve functionality between Zendesk and SaaS platform
- Facilitated cross-departmental collaboration, resulting in increased efficiency and timely project completion.
- Conducted regular audits of operational processes, identifying areas for improvement and implementing solutions accordingly.
- Devised and implemented processes and procedures to streamline operations.
Frontline Technical Support / Trainer
Lightspeed POS
11.2017 - 04.2019
- Troubleshoot to quickly and efficiently identify source of customer issues and provide prompt and appropriate solution while still providing excellent customer service
- Resolve problems by analyzing issues, finding alternative solutions, implementing solutions, and appropriately escalating unresolved problems
- Provide excellent technical support and customer service to customers over phone and via e-mail support tickets
- Use consistent troubleshooting techniques to quickly and efficiently identify source of customer issues and provide prompt and appropriate solution
- Properly document and track customer issues and resolutions
- Follow escalation procedures as required
- Liaise with team leaders to best handle day to day situations to better customer experiences
- Handle miscellaneous duties and responsibilities as defined by management such as creating and updating internal documentation
- Train new Employees, create and edit Training Documents, internal coaching, QA.
- Trained and mentored 10 new personnel hired to fulfill various roles
- Enhanced trainee engagement through interactive workshops and hands-on activities
- Developed individualized training plans to achieve staff readiness
Software Trainer
WINK Technologies
Montreal, QC
05.2017 - 11.2017
- Onboarding Customers Onsite or via Online Screen Sharing
- Creating Knowledge Based articles and Videos for training purposes
- Manage all client communication through email/phone meetings
- Assess individual and group training needs; maintain individual and group training records
- Plan, prepare, and research lessons
- Serve as lead point of contact for all customer account management matters
- Build and maintain strong, long-lasting client relationships.
Frontline Technical Support
Lightspeed POS
Montreal, QC
04.2016 - 05.2017
- Troubleshoot to quickly and efficiently identify source of customer issues and provide prompt and appropriate solution while still providing excellent customer service
- Resolve problems by analyzing issues, finding alternative solutions, implementing solutions, and appropriately escalating unresolved problems
- Provide excellent technical support and customer service to customers over phone and e-mail support tickets
- Use consistent troubleshooting techniques to quickly and efficiently identify source of customer issues and provide prompt and appropriate solution
- Properly document and track customer issues and resolutions
- Follow escalation procedures as required
- Liaise with team leaders to best handle day to day situations to better customer experiences
- Handle miscellaneous duties and responsibilities as defined by management such as creating and updating internal documentation.
Education
BA - Human Relations & Sociology
Concordia University
Montreal, QC 01.2011 - 05.2018
Certificate - Family Life Education
Concordia University
Montreal, QC 01.2011 - 05.2015
DSC - Social Science
Dawson College
Montreal, QC 01.2001 - 05.2003
Skills
Documentation And Reporting
Technical Support
Leading Team Meetings
Performance Evaluations
SOP Adherence
Teamwork and Collaboration
Service Level Agreements
Complex Problem-Solving
Process Improvement
Complaint resolution
Quality Control
Key Performance Indicators
Operations Management
Coaching and Mentoring
Documentation And Reporting
Systems Software
- Microsoft Outlook/Word/Excel/PowerPoint/ Mac OS
- SAP
- Citrix
- ASI
- Vision
- Comtel
- JIRA
- Zendesk
- Mac OS
References
References available upon request
Timeline
Global Support Team Lead / North America Support Manager
Sedna
05.2022 - Current
Manager of Technical Support Team
Livescale
09.2021 - 05.2022
Zendesk Administrator
Flighthub
05.2021 - 09.2021
Support & Operations Specialist
Gsoft – Officevibe
04.2019 - 05.2022
Frontline Technical Support / Trainer
Lightspeed POS
11.2017 - 04.2019
Software Trainer
WINK Technologies
05.2017 - 11.2017
Frontline Technical Support
Lightspeed POS
04.2016 - 05.2017
BA - Human Relations & Sociology
Concordia University
01.2011 - 05.2018
Certificate - Family Life Education
Concordia University
01.2011 - 05.2015
DSC - Social Science
Dawson College
01.2001 - 05.2003