Evelyne St-Onge Sexsmith
Bécancour,Quebec
Summary
Customer-focused and results-driven professional with seventeen years of experience in customer service. Skilled at managing high-volume environments and resolving issues efficiently. Adept at quickly learning new technologies and processes for driving success. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
9
9
years of professional experience
Work History
Remote Bilingual Customer Success Specialist
Hireup Canada
05.2023 - Current
- Developed strong client relationships through consistent communication and attentive service.
- Listened and responded to customer requests and forwarded necessary information to superiors.
- Collected, arranged, and inputted information into a database system.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
Bilingual Customer Service Specialist
LifeWorks
11.2022 - 02.2023
- Evaluated patient needs over the phone, accurately determining appropriate levels of care and directing them accordingly.
- Scheduled Medical, and non-medical appointments for patients not requiring emergency services but needing examination from a provider.
- Improved patient satisfaction rates by effectively addressing concerns and providing clear information during high-pressure situations.
- Maintained professionalism under pressure, providing timely assistance to callers experiencing crises.
Remote Customer Success Specialist
Anow / Voxtur
11.2021 - 08.2022
- Boosted customer retention rates through proactive communication and building strong relationships.
- Developed comprehensive product knowledge to provide accurate information and effective troubleshooting assistance.
- Collaborated with cross-functional teams to advocate for customer needs and drive product improvements.
- Tracked customer service cases and updated service software with customer information.
- Assisted customers in troubleshooting product issues and provided timely technical support.
Bilingual Customer Service Representative
Shoppers Drug Mart, Corporate Office
04.2015 - 03.2020
- Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and French languages.
- Collaborated with team members to improve overall call center efficiency and performance, resulting in reduced wait times and increased productivity.
- Contributed to a positive work environment by fostering collaboration and open communication among diverse team members.
- Supported company growth by consistently meeting or exceeding performance metrics for call handling, first-contact resolution, and customer satisfaction.
- Participated in ongoing training sessions aimed at enhancing and refining customer service skills.
- Ensured confidentiality of sensitive customer information by adhering strictly to data protection regulations during all interactions.
- Mentored new hires by sharing best practices, offering guidance, and modeling exemplary customer service techniques.
- Communicated with management when customer issues escalated and worked to find resolutions.
Education
High School Diploma -
City Adult Learning Centre
Toronto, ON03.2009
Skills
- CRM Software
- Proficient in Call Centre operations
- Critical Thinking
- Data Entry
- Call Management
- Salesforce
- JIRA proficiency
- Multitasking
Languages
English
Native or Bilingual
French
Full Professional
Timeline
Remote Bilingual Customer Success Specialist
Hireup Canada
05.2023 - Current
Bilingual Customer Service Specialist
LifeWorks
11.2022 - 02.2023
Remote Customer Success Specialist
Anow / Voxtur
11.2021 - 08.2022
Bilingual Customer Service Representative
Shoppers Drug Mart, Corporate Office
04.2015 - 03.2020
High School Diploma -
City Adult Learning Centre
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