Catherine Champonnois
Port Coquitlam,BC
Summary
Native fluency, with professional-level written and verbal communication in both French and English.
Experienced and results-driven customer service professional with over 20 years of supporting diverse client bases in both English and French. Proven track record of leading service excellence, managing complex customer inquiries, adept at resolving escalated issues, ensuring customer satisfaction, and bridging communication gaps across cultural and linguistic lines. Skilled in CRM, Syspro, and technical troubleshooting.
Translated support documentation, FAQs, and service updates to ensure consistency and clarity for both French and English-speaking users.
Language liaison between internal teams and Québec retailers/consumers.
Overview
6
6
years of professional experience
Work History
Senior Bilingual Customer Service Specialist
Natural Factors
Port Coquitlam, British Columbia
03.2019 - Current
- French – Native proficiency (spoken and written).
- Answer bilingual incoming calls and email inquiries.
- Assist customers with inquiries, complaints, or requests in English and French.
- Translate conversations or documents in both languages, as needed.
- Troubleshoot customer issues, and provide effective solutions.
- Escalate complex problems to the appropriate departments.
- Follow up with customers to ensure issue resolution and satisfaction.
- Help customers place, track, or modify orders.
- Provide billing and payment support.
- Update and maintain accurate customer records.
- Clearly explain products, services, policies, and procedures.
- Translate product descriptions, labels, or help guides when needed.
- Maintain a professional tone and cultural sensitivity in both languages.
- Record call details and customer feedback into CRM systems.
- Maintain accurate service logs and case histories.
- Work with internal teams (sales, logistics, and technical support) to resolve customer issues.
- Assist colleagues with language support as needed.
- Translate written documentation (e.g., emails, support tickets).
- Meet performance metrics (e.g., response time, customer satisfaction).
- Provide feedback to improve service quality in both languages.
- Proficient in the CRM system.
- Communication tools (Zoom, Teams)
- Microsoft Office / Google /Excel
Education
Diploma - Veterinary Office Assistant Diploma
Granville Business College
Vancouver, BC10-2010
Diploma - Travel And Tourism
International Institute of Travel
Mississauga, ON01-2003
Skills
- Native-level proficiency in French and English
- Cross-language comparison
- Time management and meeting deadlines
- Attention to detail and consistency
- Deadline-driven and highly organized
- Clear and professional communication
- Self-motivated and able to work independently
- Team collaboration
- Open to feedback and detail-oriented revisions
- Cultural sensitivity in multilingual and international content
- Awareness of linguistic and cultural nuances in French and English content
References
References available upon request.
Timeline
Senior Bilingual Customer Service Specialist
Natural Factors
03.2019 - Current
Diploma - Veterinary Office Assistant Diploma
Granville Business College
Diploma - Travel And Tourism
International Institute of Travel
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