Christine Durepos
Calgary,AB
Summary
Proven track record in enhancing customer satisfaction and loyalty, demonstrated during my tenure at PBS Systems. Skilled in bilingual communication and problem-solving, I excel in fast-paced environments, achieving significant improvements in customer service metrics. My collaborative approach and analytical thinking have consistently driven positive outcomes in technical support and retail management.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
26
26
years of professional experience
Work History
Bilingual Technical Support Specialist
PBS Systems
03.2019 - 02.2023
- Enhanced customer satisfaction by providing timely and accurate technical support in both English and French languages.
- Contributed to the continuous improvement of internal documentation by adding frequently encountered issues and resolutions.
- Acted as a liaison between clients experiencing language barriers, bridging gaps in communication for more efficient problem-solving experiences.
- Conducted thorough troubleshooting processes to identify root causes of client issues, ensuring swift resolution.
- Maintained detailed records of customer interactions, identifying areas for improvement in the support process.
- Collaborated with cross-functional teams to develop comprehensive solutions for customers'' technical needs.
- Monitored remote server performance for clients, proactively addressing potential concerns before they escalated into larger issues.
- Managed high call volume effectively while maintaining strong rapport with each individual client.
- Boosted team morale by sharing bilingual expertise, fostering a collaborative work environment among colleagues.
- Provided exceptional technical support service, leading to high levels of customer retention and loyalty.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Production Manager
Value Village
01.2016 - 03.2019
- Resolved issues quickly to maintain productivity goals.
- Managed multiple projects concurrently, ensuring timely completion and meeting budget constraints.
- Increased overall productivity by identifying bottlenecks in the production process and proposing effective solutions.
- Oversaw quality control efforts, maintaining strict adherence to industry standards and regulatory requirements while achieving high levels of customer satisfaction.
- Fostered a culture of continuous improvement by encouraging open communication between team members and regularly soliciting feedback on operational procedures.
- Sourced materials to keep up with production goals and meet customer demands.
- Delivered direct feedback to senior management regarding project visibility and status.
- Determined suitable crew requirements, scheduled employees, and worked with human resources to meet changing production schedules.
- Partnered with leadership on recruiting, hiring and coaching production personnel.
- Championed safety initiatives within the workplace, leading to a significant decrease in accidents and injuries among staff members.
- Reduced employee turnover rate by fostering a positive work environment and providing ongoing support to staff members.
- Managed inventory control and stock levels by implementing accurate tracking systems and optimizing orders.
- Conducted performance evaluations for staff members, identifying areas of strength as well as opportunities for improvement and providing targeted coaching accordingly.
- Enhanced store productivity by streamlining operational processes and implementing efficient work practices.
Retail Operations Manager
Value Village
09.2008 - 01.2016
- Reviewed store sale numbers, cost of inventory, operational expenses and inventory losses.
- Determined layout of store merchandise for visual appeal to consumers.
- Controlled shipments, inventory, purchasing and inspection to reduce workflow gaps.
- Improved customer satisfaction ratings with attentive service, prompt issue resolution, and proactive relationship building efforts.
- Reduced employee turnover rate by fostering a positive work environment and providing ongoing support to staff members.
- Oversaw all aspects of store operations, ensuring consistent compliance with company policies and industry regulations.
- Conducted performance evaluations for staff members, identifying areas of strength as well as opportunities for improvement and providing targeted coaching accordingly.
Bilingual Call Center Representative
RBC Insurance
01.2006 - 04.2009
- Received numerous accolades and commendations from management for exceptional performance in handling high-pressure situations while maintaining composure and professionalism.
- Assisted supervisors in training new hires, leading to improved team performance and overall productivity.
- Managed high call volume efficiently, resulting in reduced wait times and increased customer satisfaction.
- Resolved complex issues for customers, utilizing strong bilingual communication skills to ensure mutual understanding.
Assistant Store Manager
HMV
09.2004 - 08.2008
- Oversaw daily operations, ensuring smooth workflow while adhering to company policies and procedures.
- Maintained visual merchandising standards to create an engaging shopping experience for customers.
- Completed routine store inventories.
- Empowered team members by delegating tasks effectively while also offering guidance when needed.
- Trained and managed associates in customer service and sales techniques.
- Managed scheduling for store shifts to accomplish proper staffing.
- Assisted store manager in meeting standards for customer service and quality.
- Enhanced customer satisfaction by resolving conflicts, addressing concerns, and providing exceptional service.
- Collaborated with Store Manager to analyze sales data, identify trends, and develop targeted action plans.
- Managed inventory control processes to restore back stock, control costs, and maintain sales floor levels to meet customer needs.
- Answered questions about store policies and addressed customer concerns.
- Assisted Manager in interview process of prospective employees and provided feedback.
- Improved store sales by implementing effective merchandising strategies and optimizing floor layouts.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Supervised cash handling procedures to minimize discrepancies and prevent theft or fraud incidents within the store premises.
- Reduced staff turnover rates through proactive hiring processes and fostering a positive work environment.
- Managed vendor relationships to ensure timely deliveries, quality merchandise, and favorable terms for the store.
- Trained and developed new employees for ease of transition into team.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Assisted with recruiting, hiring, educating and motivating retail team to maintain optimal staffing levels.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
Lead Retail Sales Associate
HMV
02.2001 - 02.2004
- Participated in team meetings to discuss sales targets, strategies for improvement, and methods for increasing overall performance.
- Handled cash register operations accurately, processing transactions efficiently while adhering to company policies.
- Boosted sales performance with persuasive communication skills and extensive product knowledge.
- Ensured a welcoming store atmosphere, maintaining cleanliness standards and promptly addressing any customer concerns.
Customer Service Representative
HMV
01.1997 - 01.2001
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Education
High School Diploma -
Queen Elizabeth Park High School
Oakville, ON07-2000
Skills
- Fluent bilingualism
- Remote support
- Customer service
- Active listening
- Verbal and written communication
- Analytical thinking
- Call center operations
- Needs assessment
- Teamwork and collaboration
- Problem-solving
- Attention to detail
- Time management
- Excellent communication
- Multitasking Abilities
- Critical thinking
- Relationship building
- Customer relations
- Call center experience
- Computer proficiency
- Complaint handling
- Customer satisfaction measurement
- Customer education
Languages
French
Native or Bilingual
English
Native or Bilingual
Timeline
Bilingual Technical Support Specialist
PBS Systems
03.2019 - 02.2023
Production Manager
Value Village
01.2016 - 03.2019
Retail Operations Manager
Value Village
09.2008 - 01.2016
Bilingual Call Center Representative
RBC Insurance
01.2006 - 04.2009
Assistant Store Manager
HMV
09.2004 - 08.2008
Lead Retail Sales Associate
HMV
02.2001 - 02.2004
Customer Service Representative
HMV
01.1997 - 01.2001
High School Diploma -
Queen Elizabeth Park High School
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