Felicite Thea
LaSalle,QC
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Banking industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Royal Bank Of Canada, RBC
07.2022 - Current
- Streamlined call center processes for improved efficiency and reduced wait times.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Developed and monitored safety policies and procedures to facilitate safety of participants.
- Utilized diagnostic tools effectively to identify root causes of technical problems accurately and consistently.
Medical Receptionist
Glenn Hospital
04.2022 - 08.2022
- Completed patient referrals to other medical specialists.
- Improved front office organization by implementing new filing systems and maintaining cleanliness in waiting areas.
- Managed master calendar and scheduled appointments for providers based on optimal patient loads and clinician availability.
- Handled billing procedures accurately, ensuring prompt payment from both patients and insurance providers.
Business Customer Service Specialist
Desjardins
10.2021 - 03.2022
- Created customized packages tailored specifically for individual businesses'' needs which led result.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Collaborated with cross-functional teams to ensure timely resolution of customer issues and maintain high-quality service standards.
- Streamlined communication with clients, providing thorough information on products and services tailored to their needs.
Collection Agent
TD Auto Finance LLC.
08.2019 - 10.2021
- Used scripted conversation prompts to convey current account information and obtain payments.
- Conducted thorough research to locate hard-to-find debtors for successful collections.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Achieved performance goals on consistent basis.
- Prevented impending loss and increased profitability by enforcing scheduled collection campaigns, consistently achieving targeted recovery rate.
- Leveraged strong negotiation skills to secure favorable settlements from debtors while maintaining professional relationships throughout the process.
Education
Bachelor of Commerce - International Business
Concordia University
Montreal, QC2026
Certificate in Technical Sales -
Course Careers
12.2023
Skills
- Calm and Professional Under Pressure
- Customer satisfaction measurement
- Strategic sales knowledge
- Transaction Processing
- Administrative Support
- Appointment Scheduling
- Sales and Upselling
Languages
English
Native or Bilingual
French
Native or Bilingual
Spanish
Professional Working
Timeline
Customer Service Representative
Royal Bank Of Canada, RBC
07.2022 - Current
Medical Receptionist
Glenn Hospital
04.2022 - 08.2022
Business Customer Service Specialist
Desjardins
10.2021 - 03.2022
Collection Agent
TD Auto Finance LLC.
08.2019 - 10.2021
Bachelor of Commerce - International Business
Concordia University
Certificate in Technical Sales -
Course Careers
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