Estelle Paquette

I am trained in the majority of the tasks in the Call Center and I was the Assistant Team Leader for a few years before stepping down.

• Identified and responded to customer and retail store Team Member requests and concerns through email, online chat, social media and phone for both English and French-speaking customers and Team Members, while offering excellent support and tailored recommendations to address their needs.
• Assisted fellow Team Members within the Call Center with procedures, problem-solving, and product information.
• Initiated outbound calls to respond to inquiries and to follow-up with previous contacts.
• Updated and maintained information in customer accounts.
• Cross-Training Team Members on operating procedures.
• Communicated with my Leaders when customer issues escalated and worked to find solutions.
• Processed orders, refunds and tracked returns.
• Developed highly empathetic customer relationships.
• Effective liaison between customers and internal departments.
• Assisted in testing sessions for new programs.
• Improved product knowledge on continuous basis to provide optimal service.
• Managed timely and effective replacement of damaged or missing products.
• Investigated and resolved customer inquiries and complaints quickly.
• Provided ongoing customer service.

• Supported student learning objectives, with behavioral and emotional support through personalized and small group assistance, to enable positive learning outcomes.
• Used behavior modeling and specialized teaching techniques to share and reinforce social skills.
• Assisted teachers with supervision and care of students.
• Tutored struggling students individually and in small groups to reinforce learning concepts.
• Participated in professional development opportunities and attended in-services and seminars.
• Oversaw groups of students at school and off-site locations, maintaining optimal safety and security.
• Distributed learning materials such as worksheets, textbooks and supplemental activities.
• Supported classroom activities, tutoring, and reviewing work.