Billy-Jack Kilganan
Gatineau,Canada
Summary
Dynamic Customer Service Professional with extensive experience in optimizing client interactions and resolving inquiries efficiently. Demonstrates strong organizational skills and a proven ability to maintain professional communication, enhancing customer satisfaction and loyalty. Adept in leveraging technical expertise in SAP and Microsoft Office to streamline operations and meet corporate targets.
Overview
10
10
years of professional experience
Work History
Service Centre Associate
Stanley Black & Decker
07.2025 - Current
- Assisted customers with inquiries and product selections to enhance satisfaction.
- Processed transactions efficiently using point-of-sale systems to ensure accuracy.
- Maintained organized service area, ensuring products were stocked and accessible.
- Collaborated with team members to address customer concerns and provide solutions.
Planning Session Agent
BGRS
01.2026
- Conduct daily seven 30-minute planning sessions, enhancing customer satisfaction.
- Resolved complex relocation issues, ensuring compliance with directives.
- Suggested improvements, leveraging skills to optimize planning processes.
- Maintained accurate records, ensuring documentation compliance.
- Developed template to boost engagement, fostering a productive environment.
Customer Service Specialist
Legrand AV
08.2021 - 12.2024
- Process purchase orders, ensuring accuracy and compliance with KPIs
- Verify details, achieving high compliance standards
- Verified compliance with KPIs, identifying discrepancies that led to improved reporting accuracy and enhanced decision-making.
- Entered data into SAP ERP meticulously, maintaining data integrity and streamlining information retrieval for cross-departmental teams.
Customer Relations Specialist
Rogers
06.2018 - 07.2023
- Answered calls, provided solutions
- Recognized for customer retention
- Utilized product knowledge
- Established customer trust
RMA Services Specialist
Check Point Software Technologies
11.2016 - 05.2018
- Processed global RMA requests – Enhanced client satisfaction – Used SAP/Siebel – Solved customer issues – Strengthened relationships
Stores Agent
Labor Tek, Contract at First Air
12.2015 - 10.2016
- Provided service to employees and contractors
- Located parts/tools for mechanics
- Ensured inventory traceability
- Reordered parts using TRAX
- Managed shipping and receiving
Skills
- Cash Handling
- Multitasking
- Communication
- Customer Experience
- Data Entry
- Player Assistance
- Attention to Detail
- Time Management
- Problem Solving
- Interpersonal Skills
Languages
English
Timeline
Planning Session Agent
BGRS
01.2026
Service Centre Associate
Stanley Black & Decker
07.2025 - Current
Customer Service Specialist
Legrand AV
08.2021 - 12.2024
Customer Relations Specialist
Rogers
06.2018 - 07.2023
RMA Services Specialist
Check Point Software Technologies
11.2016 - 05.2018
Stores Agent
Labor Tek, Contract at First Air
12.2015 - 10.2016
Links
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