Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Christina Houde

Sarnia

Summary

Christina Houde Customer Service Representative with 8+ years of expertise in elevating customer satisfaction through effective issue resolution and streamlined processes. Demonstrated success in resolving 90% of customer issues on first contact and reducing handling time by 20%. Adept in technical support, billing, and account management, consistently achieving high standards of accuracy and compliance.

Overview

24
24
years of professional experience

Work History

Customer Service Representative

Elite Marriott International
01.2016 - Current
  • Process reservations efficiently, ensuring high customer satisfaction and loyalty.
  • Resolve customer issues promptly, enhancing overall service quality.
  • Handle confidential information with integrity, maintaining compliance with standards.
  • Collaborate with team to streamline reservation processing, reducing average handling time by 20%.
  • Analyze customer care requests to identify common issues, improving training materials and processes.
  • Analyzed customer feedback to identify trends, aiding in the refinement of service strategies and contributing to a 15% increase in positive responses.
  • Proactively resolved customer issues, contributing to a 90% first-contact resolution rate and strengthening customer loyalty.
  • Worked with cross-functional teams to develop new customer service protocols, reducing response times.

Technical Support/Account Specialist

Atelka/Rogers/Fido
01.2013 - 01.2016
  • Processed financial transactions and documented customer accounts, enhancing accuracy and efficiency.
  • Resolved customer issues at first contact, improving satisfaction and retention rates.
  • Assisted in service modifications and equipment upgrades, ensuring seamless transitions.
  • Tracked and processed orders, maintaining up-to-date records and inventory.
  • Identified sales opportunities, referring clients to appropriate officers for increased revenue.
  • Proactively assisted in service upgrades, ensuring smooth transitions and improved user experience.
  • Facilitated seamless service transitions, significantly reducing customer downtime and enhancing user satisfaction.

Technical Support/Business Account Specialist

StarTek/T-mobile
01.2009 - 01.2010
  • Delivered efficient service, resolving 95% of issues on first contact, enhancing customer satisfaction.
  • Tracked orders and documented customer account history, ensuring data integrity and compliance.
  • Processed equipment upgrades and managed service changes, contributing to team sales goals.
  • Identified sales opportunities, referring clients to internal officers, boosting revenue.
  • Utilized in-house systems like Streamline for order tracking, optimizing workflow and reducing errors.
  • Identified and capitalized on sales opportunities, contributing to increased revenue by effectively promoting service upgrades.
  • Maintained precise customer records using in-house systems, ensuring data accuracy and compliance with company policies.

Technical Support/Customer Service/Supervisor Escalation/Help Desk-Retention Team

Teletech/Verizon Project
01.2007 - 01.2009
  • Delivered technical support for DSL customers, resolving issues with a 90% first-call resolution rate.
  • Educated customers on technical issues, reducing repeat inquiries and enhancing satisfaction.
  • Tracked and managed orders using Verizon's SSP system, ensuring accurate and timely processing.
  • Documented customer account history in REMEDY, maintaining accurate and up-to-date records.
  • Processed returns for defective equipment with zero errors, ensuring efficient inventory management.
  • Maintained meticulous customer records in REMEDY, enhancing data accuracy and service efficiency.
  • Facilitated seamless returns for defective equipment, coordinating with logistics to ensure zero errors and high customer satisfaction.
  • Managed escalations with empathy and expertise, leading to increased customer retention and loyalty.

Technical Support/Customer Service/BillingCharter Project

Teletech/Charter
01.2006 - 01.2007
  • Provided technical support and resolved billing issues, enhancing customer satisfaction.
  • Tracked and managed orders and dispatches using ICOMS, ensuring timely service delivery.
  • Documented customer account history in ICOMS, maintaining accurate records.
  • Resolved customer inquiries using KMS, improving first-call resolution rates.
  • Educated customers on service usage, reducing follow-up calls.
  • Provided mentorship to new hires, accelerating their onboarding process.
  • Coordinated with billing and technical teams to address complex customer issues, enhancing overall customer satisfaction.

Catalogue/Customer Service

Sears Canada
01.2005 - 01.2006
  • Created and updated customer credit accounts, improving data accuracy and customer satisfaction.
  • Managed orders, tracking, and returns, ensuring timely and accurate processing.
  • Delivered supplementary information courteously, enhancing customer relations and service quality.
  • Reviewed and corrected data entries, maintaining a 98% accuracy rate and ensuring reliable customer account information.
  • Conducted thorough audits of customer accounts, identifying and correcting discrepancies to maintain data integrity.

Baker/Customer Service

Tim Horton’s
01.2002 - 01.2005
  • Handled orders, cash, and stocked displays, ensuring efficient service and customer satisfaction.
  • Decorated and glazed baked goods, maintaining high-quality standards and appealing presentation.
  • Stocked freezer and workstations, contributing to a well-organized and productive environment.
  • Participated in Health and Safety committee, enhancing workplace safety and compliance.
  • Efficiently managed drive-thru operations, ensuring swift service and customer satisfaction.
  • Implemented health and safety standards as a committee member, enhancing workplace safety.
  • Worked closely with team to stock displays and workstations, maintaining smooth workflow.

AT&T Tele-consultant

Sykes Canada
01.2003 - 01.2004
  • Managed and established AT&T business accounts, achieving measurable growth in customer base.
  • Executed outbound sales and customer service, significantly enhancing client satisfaction and retention.
  • Developed and maintained strong client relationships, driving consistent revenue growth.
  • Collaborated with team to optimize sales strategies, resulting in improved performance metrics.
  • Developed and managed AT&T business accounts, achieving a 20% increase in customer acquisition.
  • Executed outbound sales and customer service strategies, converting leads into loyal clients.
  • Analyzed customer needs and provided tailored solutions, boosting client retention rates.

Sanitation Crewman-Nights

Maple Leaf Foods - Canada Bread
01.2001 - 01.2002
  • Crew - Opener Wendy’s Old Fashioned Hamburgers, London, Ont — 2000 - 2001
  • Ensured thorough cleaning of industrial equipment, boosting machinery efficiency and safety.
  • Prepared areas for air hose cleaning, elevating sanitation standards.
  • Minimized downtime and maintenance costs through meticulous care techniques.
  • Collaborated with team to maintain cleanliness, supporting overall production quality.
  • Executed precise cleaning of food prep machinery, reducing contamination risks and upholding quality.
  • Opened restaurant daily, prepared food, and set up stations, showcasing reliability and strong work ethic.
  • Managed drive-thru operations, ensuring quick and accurate service, boosting customer satisfaction.
  • Streamlined order processing during peak hours, reducing wait times and increasing throughput.
  • Contributed to Health and Safety Committee, promoting a safer work environment and reducing incidents.
  • Implemented inventory control measures, minimizing waste and ensuring consistent supply availability.

Education

Industrial Management with emphasis on Human Resources

Lambton College
Sarnia, On
01.2013

O.S.S.D. - undefined

Saunders Secondary School
London, On
06.1998

Skills

  • Customer Service Experienced
  • Technical Support Experienced
  • Account Management Experienced
  • Order Processing Skillful
  • Documentation Experienced
  • Problem Resolution Experienced
  • Sales Skillful
  • Compliance Experienced
  • Billing Experienced
  • Retention Experienced

Languages

English
Native or Bilingual

Timeline

Customer Service Representative

Elite Marriott International
01.2016 - Current

Technical Support/Account Specialist

Atelka/Rogers/Fido
01.2013 - 01.2016

Technical Support/Business Account Specialist

StarTek/T-mobile
01.2009 - 01.2010

Technical Support/Customer Service/Supervisor Escalation/Help Desk-Retention Team

Teletech/Verizon Project
01.2007 - 01.2009

Technical Support/Customer Service/BillingCharter Project

Teletech/Charter
01.2006 - 01.2007

Catalogue/Customer Service

Sears Canada
01.2005 - 01.2006

AT&T Tele-consultant

Sykes Canada
01.2003 - 01.2004

Baker/Customer Service

Tim Horton’s
01.2002 - 01.2005

Sanitation Crewman-Nights

Maple Leaf Foods - Canada Bread
01.2001 - 01.2002

Industrial Management with emphasis on Human Resources

Lambton College

O.S.S.D. - undefined

Saunders Secondary School

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Christina Houde