Clarence-Gaudler Jura
Ottawa
Summary
Clarence Jura (CJ) is a bilingual customer service professional with a proven track record in high-volume support environments, including government and insurance sectors. Known for delivering clear, accurate, and empathetic client solutions, CJ has developed strong technical aptitude, attention to detail, and experience navigating CRM and case management systems. With a foundation in troubleshooting, information handling, and cross-team collaboration, CJ is now actively transitioning into the IT/Service Desk space—bringing refined communication skills, a fast learning curve, and a commitment to helping users resolve technical issues efficiently.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Canada Life
09.2024 - Current
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Cross-trained and provided backup support for organizational leadership.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Bilingual Information Officer
Government of Canada: Industry Canada (Contract via Bell & Randstad Canada)
01.2022 - 01.2024
- Represent federal government organizations by providing solutions and responses to general inquiries.
- Coordinate information and data among various government agencies.
- Intake calls and emails using various CRM's
- Communicate effectively to clients verbally, or via e-mail, pertinent, accurate information.
- Conduct special research for COBSC clients in areas such as company and product sourcing, demographic research, and social trend research, as needed
- Participate in special ad hoc projects when required and upon short requests.
- Maintain internal knowledge on policies, procedures, and updates.
Bilingual Retail Associate
Bentley & Co
01.2020 - 01.2021
- Tasked in maintaining health and safety protocols in store
- Adhering to store policies with respect to COVID
- Assisting customers with purchases as well as storing large items in the storage room.
- Maintain knowledge and ongoing training on luggage and travel industries
- Respond to general customer inquiries
- Provide updates and report to store manager on sales and service
- Support ad-hoc task from store manager
- Assist customers in purchase, identifying opportunities for appropriate up-selling of items
- Greeting all clientele in a professional and courteous approach
Outbound Survey Representative, Customer Service Representative, Bilingual Fundraiser Agent
Strategic Communications INC
01.2019 - 01.2020
- Call centre employee tasked with learning different fundraising campaigns and calling donors to update and offer donation options.
- Place Outbound calls to the local populous through a Client Relationship Management tool and Automatic Call Distribution system
- Completing Surveys in a timely manner and recording relevant client and survey information
- Achieving pre-established goals and Key Performance Indicators
- Documenting interactions with callers using various systems and databases
- Maintaining professionalism over the phone with call recipients
- Entering data and documenting relevant notes
- Uphold call center stats including conformance and adherence
- Exercise refined customer service and soft skills over the phone
Summer Intern
Shenkman Arts Centre
01.2016 - 01.2016
- This position offered; a variety of tasks, learning experiences and bilingualism. Involved in the weekly registration process for summer camps, which allowed communication with the public in both official languages
Education
Honours Bachelor - Music Theatre Performance Program
Sheridan College
Oakville, ON01.2021
Skills
- Proficient in All windows operating systems
- Proficient in all MAC & IOS operating systems
- Proficient with Android operating systems
- Skilled with Microsoft office tools such as: TEAMS, EXCEL, WORD, POWERPOINT, ONENOTE etc
- Team player
- Ability to adapt and work in an agile environment
- Experience with data entry
- Experience with CRM and ACD tools
LANGUAGE
Bilingual
PROFILE
- Bilingual (English and French)
- Capable of lifting heavy weights
- G driver’s license
- Audio engineering
SECURITY CLEARANCE
Level: Enhanced Reliability
Timeline
Customer Service Representative
Canada Life
09.2024 - Current
Bilingual Information Officer
Government of Canada: Industry Canada (Contract via Bell & Randstad Canada)
01.2022 - 01.2024
Bilingual Retail Associate
Bentley & Co
01.2020 - 01.2021
Outbound Survey Representative, Customer Service Representative, Bilingual Fundraiser Agent
Strategic Communications INC
01.2019 - 01.2020
Summer Intern
Shenkman Arts Centre
01.2016 - 01.2016
Honours Bachelor - Music Theatre Performance Program
Sheridan College
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