Summary
Overview
Work History
Education
Skills
Languages
Timeline
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FELICITE THEA

Atlanta,GA

Summary

Multilingual customer service professional with advanced French and English abilities. Demonstrated success in making callers feel comfortable and resolving diverse issues. Excellent communication and multitasking abilities. Personable and dedicated Customer Service Representative with extensive experience in Banking industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Customer-focused Retail Associate with solid understanding of retail dynamics and customer service standards. Experienced providing quality product recommendations and solutions to meet customer needs and exceed expectations. Committed to executing sales, service and customer experience initiatives driving strong sales.

Overview

6
6
years of professional experience

Work History

Bilingual Customer ServiceRepresentative

Royal Bank of Canada
Montreal, QC
07.2022 - Current
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Handled translation calls with open and clear communication skills to quickly get to root of each issue.
  • Consulted with customers regarding needs and addressed concerns.
  • Translated customer and internal documents to facilitate actions and resolutions.
  • Met or exceeded sales goals by consistently promoting relevant items to callers.
  • Audited customer account information to identify issues and develop solutions.
  • Performed needs analysis and presented options based on findings to help customers make decisions.
  • Processed customer account changes with proprietary software.
  • Leveraged multilingual skills to review, record and organize written data from variety of sources.
  • Supported sales team members to drive growth and development.
  • Built sales forecasts and schedules to reflect desired productivity targets.
  • Used change methodologies to increase sales and led projects for increased productivity.

Medical Secretary

Brunswick Medical Center
Montreal, QC
02.2022 - 07.2022
  • Answered phone calls to provide assistance, information and medical personnel access.
  • Managed physician calendar, scheduling patient appointments and procedures.
  • Scheduled and confirmed patient appointments for diagnostic, surgical and consultation services.
  • Compiled physical and digital documents, charts and reports.
  • Applied knowledge of medical terminology and insurance processes to support office administration productivity.
  • Oversaw collection of admission, billing and processing documents to meet organizational expectations.
  • Documented and responded to incoming correspondences to address questions.
  • Prepared and sent financial statements to support bookkeeping functions.
  • Supervised order fulfillment and inventory management services to ease operations and support administrative and healthcare staff.
  • Answered telephones and directed calls to appropriate medical or administrative staff.
  • Communicated with patients with compassion while keeping medical information private.
  • Greeted patients, determined purpose of visit and directed to appropriate staff.
  • Managed front office customer service, appointment management, billing and administration tasks to streamline workflow.

Collection Agent

Toronto Dominion
Montreal, QC
08.2019 - 10.2021
  • Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.
  • Processed payments over phone and set up recurring drafts.
  • Arranged for debt repayment or established repayment schedules based on customers' financial situations.
  • Reviewed accounts to determine payment plan compliance.
  • Secured payments by following up with customers which disregarded promise to pay.
  • Reviewed overdue accounts to schedule contact dates for follow-up phone calls.
  • Met demands of busy collections group by performing high volume of daily calls.
  • Interviewed customers to determine reasons for delinquency, source of income and next pay date to build solutions for financial issues.
  • Answered customer questions regarding account discrepancies or problems.

Sales Representative

Gap
Montreal, QC
05.2017 - 03.2019
  • Developed key customer relationships to increase sales.
  • Answered product questions with up-to-date knowledge of sales and promotions.
  • Developed customized sales techniques to successfully sell and upsell services to new and existing clients.
  • Presented products and services to prospective and existing customers to meet client needs.

Education

License Certificate - Real Estate

Aceable
Atlanta,GA
10.2023

Certificate - Digital Marketing

Google
05.2023

High School Diploma -

École Secondaire Cavelier-De LaSalle
Montréal, QC
06.2019

Diploma of College Studies - Fashion Marketing

LaSalle College
Montreal, QC

Skills

  • Customer support
  • Account management
  • Sales process
  • Compelling leadership skills
  • Brand-building strategies
  • Sales tracking
  • Creative thinking
  • Money handling
  • Recordkeeping requirements
  • De-escalating conflicts
  • Planning & organizing
  • Computer skills
  • Brand strategy
  • Relationship building

Languages

English
Native/ Bilingual
Spanish
Professional
French
Native/ Bilingual

Timeline

Bilingual Customer ServiceRepresentative

Royal Bank of Canada
07.2022 - Current

Medical Secretary

Brunswick Medical Center
02.2022 - 07.2022

Collection Agent

Toronto Dominion
08.2019 - 10.2021

Sales Representative

Gap
05.2017 - 03.2019

License Certificate - Real Estate

Aceable

Certificate - Digital Marketing

Google

High School Diploma -

École Secondaire Cavelier-De LaSalle

Diploma of College Studies - Fashion Marketing

LaSalle College

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