Dominic Simon
Etobicoke,Canada
Summary
Experienced Bilingual Customer Service Representative fluent in English and French. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
21
21
years of professional experience
Work History
Customer Service Senior
Mercedes-Benz Financial Services
12.2022 - 03.2024
- Reduced customer complaints with proactive issue identification and swift resolution.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
Funding Associate & Administrative
Hyundai Capital Canada
04.2022 - 08.2022
- Reviewed and validated details of loan applications and closing documentation collected and compiled paperwork such as title abstracts, insurance paperwork, loan files and tax histories, updated customer files, department records and regulatory paperwork, communicated acceptance or rejection to applicants via mail, email, telephone or personal consultations.
Customer Relation & Administrative
Mercedes Benz Canada
06.2021 - 03.2022
- Responded to customer inquiries concerning warranty recalls compliance letter or complaints, update customer information an Mercedes-Benz database department, troubleshooting and educated customer with their Mercedes Me Connect app & Me store, logged call information and solutions provided into internal database, Directed incoming calls to internal personnel and departments, routing to best-qualified department.
Funding Coordinator
Bank of Montreal
03.2021 - 06.2021
- Review customer's credit application insuring that there's no missing or fraudulent information enter customer's data into the bank database responding to automotive dealers inquiries via email and telephone, completing daily assignments 20-30 applications into the bank database responding to automotive dealers inquiries via email and telephone, completing daily assignments 20-30 applications in a efficient and accurate manor.
Technical Support Representative
Microsoft Germany
01.2018 - 09.2019
- Assisted customers in identifying issues and explained solutions to restore service and functionality resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones, collaborated with supervisors to escalate and address customer inquiries or technical issues translated complex technical issues into digestible language for nontechnical users monitored service orders to completion and closed service tickets.
Customer Technical Support Analyst
Norton Symantec Technical Support
12.2016 - 12.2017
- Responded to client inquiries about their Norton anti-virus software in a professional and efficient manner, Incorporated education and cross-selling in regards to software product while assisting client guided 40-50 clients over the phone and via email per day provided technical support through issues such as: Trouble-shooting, Installing software, Retention, Place Order, Educated Customer about software, escalated call from customers and respond to document ticket.
Bilingual Customer Service Representative
Bank Of Montreal
02.2013 - 06.2016
- Respond to customer inquiries regarding their life or accidental Policy's via phone and email cross-selling and up-selling BMO Insurance updating customers information on BMO database provide regular follow-up on account related investigations and deliver on promised timelines completed calls and reports and educated client on there Police resolved concerns with products or services to help with retention and drive sales.
Bilingual Customer Service Representative
Ally Financial
10.2010 - 01.2013
- Communicated with management when customer issues escalated and worked to find resolution identified and responded to customer requests and concerns through email, online chat and phone for both English and French speaking customers resolved concerns with products or services to help with retention and drive sales Answered up to 50 calls per day updated and maintained information in customer accounts upsold or cross-sold products and services.
Bilingual CSR/Branch Support Representative
Royal Bank of Canada
04.2008 - 10.2010
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Investigated and resolved customer inquiries and complaints quickly, Recommended products to customers, thoroughly explaining details responded proactively and positively to rapid change supported Branch with information about clients' account educated customers about billing, payment processing and support policies and procedures.
Bilingual Customer Service/Sales Agent Representative
Thalys International
01.2005 - 04.2008
- Ensured high level quality of service promoted new products and services over the phone emailed customers ticket details and information via email as per company policy Explained the cancellation policy to customers Effectively dealt with irate customer enquiries and concerns in a timely manner Made hotel arrangements and accommodations for business executives, as required Answered customer enquiries regarding routes, rates services and delays handled 100 + calls daily working in a call centre environment booked travel reservations over the phone
Front Desk Receptionist & Administrative
Hotel Plaza Athenee
12.2002 - 11.2005
- Greeted guests at front desk managing check-in process answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel
- Resolved customer issues quickly and notified supervisor immediately when problems escalated maintained files and records by implementing effective filing systems that boosted efficiency and organization.
Education
Graduate Certificate - Training in Hotel And Restaurant Industry
UFCV
Montpellier, France06.2000
High School Diploma -
High School Lycée De Marigot
France07.1997
Skills
- Customer Retention
- Troubleshooting
- Technical Support
- Issue Escalation
- Problem Resolution
- Microsoft Office
- Data Entry
- Sales and Upselling
- Call Documentation
Languages
French
Native or Bilingual
English
Native or Bilingual
Timeline
Customer Service Senior
Mercedes-Benz Financial Services
12.2022 - 03.2024
Funding Associate & Administrative
Hyundai Capital Canada
04.2022 - 08.2022
Customer Relation & Administrative
Mercedes Benz Canada
06.2021 - 03.2022
Funding Coordinator
Bank of Montreal
03.2021 - 06.2021
Technical Support Representative
Microsoft Germany
01.2018 - 09.2019
Customer Technical Support Analyst
Norton Symantec Technical Support
12.2016 - 12.2017
Bilingual Customer Service Representative
Bank Of Montreal
02.2013 - 06.2016
Bilingual Customer Service Representative
Ally Financial
10.2010 - 01.2013
Bilingual CSR/Branch Support Representative
Royal Bank of Canada
04.2008 - 10.2010
Bilingual Customer Service/Sales Agent Representative
Thalys International
01.2005 - 04.2008
Front Desk Receptionist & Administrative
Hotel Plaza Athenee
12.2002 - 11.2005
Graduate Certificate - Training in Hotel And Restaurant Industry
UFCV
High School Diploma -
High School Lycée De Marigot
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