Hi, I’m
DARLÈNE CÉSAR
Laval,QC
Summary
Skilled Bilingual management professional with over 15 years of customer support and service experience in the Telecom and IT industry combined with over 6 years in people management positions. Expert in data collection and analysis, quality control, strategic planning, team lead, training, coaching, creative problem solving, and customer focus.
Overview
21
years of professional experience
Work History
QUESYS INC
IT Service Manager
01.2021 - Current
Job overview
- Monitor workloads and outstanding issues
- Evenly distribute assignments according to technical expertise/workload to meet business SLAs
- Support, manage, and train IT Help Desk staff
- Develop and support a performance management system with IT Team members
- Manage re-occurring issues and escalation requests
- Manage client complaints and maintain client retention
- Analyze statistics and compile accurate performance reports
- Audit time entries to ensure the appropriate and comprehensiveness of client invoicing
- Provide weekly reporting on open tickets to Managing partners
- Provide Financial reporting on client contract profitability.
QUESYS INC
Help Desk/ Customer Support Coordinator
01.2018 - 01.2021
Job overview
- Serve as the primary contact, answering requests via the helpdesk phone line, ticket system, voicemail email, and walk-ins
- Ensure proper handling and routing of client requests as per operational guidelines
- Monitor all client requests through to completion to ensure service level agreements and overall customer satisfaction
- Manage the ticket system, which includes ticket creation, dispatching, monitoring, and closure
- Audit time entries by technicians to ensure appropriate and completeness of description, as well as the inclusion of time records and travel
- Ensure that all service requests receive an initial response within prescribed delays
- Outstanding achievements
- Designed and built key performance metrics and indicators reports from the internal CSM database with the Dev Ops team
- Creator of performance monitoring plans for new hires and existing team members by setting S.M.A.R.T (Specific, Measurable, Achievable, Relevant, and Time-Bound) goals
- Co-creator of internal training design (SharePoint) and in competency plans for new hires
TELUS Mobility
Technical Support
01.2015 - 01.2018
Job overview
- Network and Data Transmission Level 3, Demonstrate technical knowledge to assist mobile clients and internal agents
- Resolving data transmission problems or any other mobile service abroad
- Create, prioritize, analyze, or escalate trouble tickets.
TELUS Mobility
Technical Support
01.2009 - 01.2015
Job overview
- Network and Data Transmission Levels 1 and 2, Act as front-line support for various types of mobile clients
- Evaluate, solve, and document problems
- Help customers with data problems.
TELUS Mobility
Quality and Coaching Specialist
01.2007 - 01.2009
Job overview
- Offer feedback and coaching to improve performance
- Identify knowledge gaps and training needs
- Set goals and communicate them to the team
- Propose innovations or value-added ideas that will improve work processes
- Designing technical training content
- Core quality control point of contact
- Provide leadership to the operational unit
- Planning and successful implementation of strategic initiatives
TELUS Mobility
Customer Service Representative
01.2003 - 01.2007
Job overview
Education
UQAM
DEC
2012
University Overview
Non-program student in administration, accounting, and human resources
Vanier Collège
2003
University Overview
Skills
- Solid communication and interpersonal skills in both internal and external exchanges with individuals from other teams or organizations with diplomacy and professionalism
- Identify human and business aspects at any level of interaction and execution
- Establishes "Positive and Memorable Internal and External Customer Experience"
- Performs a set of responses to manage customers, team members, and challenging situations by identifying key issues, inputs, stakeholders, and outcomes
- Managing and leading a technical support team, coordinating projects with multilevel stakeholders
- Strong expertise in CRM software
- Strong familiarity with Microsoft M365 cloud services and other business products
- Ability to multi-task, work under pressure and tight deadlines
- Detail-oriented with strong organizational and time management skills
- Strong technical hands-on experience in business and enterprise technologies and cloud services
- Quality Assurance
- Team Collaboration
- Computer Hardware Knowledge
- Managing Service Level Agreements
- Logical Reasoning
- Technical Troubleshooting
- Team Development
- Status Updates
- Change Management
- G Suite
- Cyber Security Best Practices
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Every problem is a gift—without problems we would not grow.
Timeline
IT Service Manager
QUESYS INC
01.2021 - Current
Help Desk/ Customer Support Coordinator
QUESYS INC
01.2018 - 01.2021
Technical Support
TELUS Mobility
01.2015 - 01.2018
Technical Support
TELUS Mobility
01.2009 - 01.2015
Quality and Coaching Specialist
TELUS Mobility
01.2007 - 01.2009
Customer Service Representative
TELUS Mobility
01.2003 - 01.2007
UQAM
DEC
Vanier Collège
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