CHARLES CORMIER
Farnham,QC
Summary
Dynamic Social Media Team Lead at Air Canada with proven expertise in team leadership and customer service excellence. Recognized for enhancing customer satisfaction through effective problem-solving and technical troubleshooting. Skilled in developing impactful training materials and policies, driving operational improvements, and fostering collaboration across departments to achieve strategic objectives.
Overview
33
33
years of professional experience
Work History
Social Media Team Lead
Air Canada
Montreal, Quebec
05.2016 - Current
- Supervise and train customer service staff to ensure excellent customer service delivery on our Social Media channels.
- Monitor customer service performance metrics, resolution rates, and customer satisfaction ratings.
- Utilize advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Resolve escalated customer disputes in a timely manner while maintaining good relationships with customers.
- Communicate regularly with other departments regarding any changes in policy or procedure that may affect customers.
- Collaborate closely with upper management on projects involving new initiatives or improvements within the department.
Customer Sales and Service Agent
Air Canada
Saint John, New Brunswick
10.1997 - 11.2011
- Answered incoming calls from customers and provided assistance with product inquiries, various questions, and other customer service related issues
- Maintained high levels of professionalism while interacting with customers via telephone.
- Provided accurate information regarding products and services while upselling additional products when appropriate.
- Assisted customers with navigating the company's website to locate desired information or services for purchase.
- Offered resolutions to de-escalate calls and solve customer issues.
Crew Trainor
McDonald’s
Dieppe, New Brunswick
02.1992 - 10.1997
- Trained new employees on job duties and safe operation of kitchen equipment.
- Prepared food items such as hamburgers, fries, sandwiches, salads. according to restaurant standards.
- Communicated effectively with co-workers to ensure smooth workflow.
- Correctly prepared orders for customers while maintaining speed and accuracy of order fulfillment processes.
Education
High School Diploma -
École Clément-Cormier
Bouctouche, NB06-1994
Skills
- Fully bilingual in English and French
- Team leadership
- Customer service
- Troubleshooting and problem solving
- Time management
- Coordination
- Data analysis
- Social listening
Accomplishments
- Nominated for Air Canada's Award of Excellence on multiple occasions.
- McDonald's employee of the year in 1995.
- Multiple McDonald's employee of the month.
References
References available upon request.
Timeline
Social Media Team Lead
Air Canada
05.2016 - Current
Customer Sales and Service Agent
Air Canada
10.1997 - 11.2011
Crew Trainor
McDonald’s
02.1992 - 10.1997
High School Diploma -
École Clément-Cormier
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