Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Florence Desrosiers

Gatineau,QC

Summary

Accomplished Customer Service Agent from Teleperformance, adept in digital CX and AI-augmented tools, fluent in English and French. Excelled in problem resolution, enhancing customer satisfaction significantly. Proven ability in interpersonal relations, managing high-volume inquiries with commendable efficiency. Committed to delivering exceptional service and fostering inclusive environments.

Overview

12
12
years of professional experience

Work History

Customer Service Agent

Teleperformance
01.2024 - 08.2024


  • Managed customer inquiries and resolved issues efficiently using AI-augmented tools and multiple communication channels.
  • Provided product knowledge and support, ensuring customer satisfaction and retention.
  • Supported new employees on system usage and customer service protocols.
  • Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
  • Achieved high customer satisfaction scores and received commendations for exceptional service.

Customer Experience Specialist

ALORICA
11.2020 - 10.2023
  • Delivered digitally charged customer experiences, handling a high volume of customer interactions across various digital platforms.
  • Identified and resolved customer issues, enhancing overall customer satisfaction.
  • Collaborated with team members to improve service processes and implement best practices.
  • Monitored customer feedback, identifying trends to improve product offerings and the overall customer experience.
  • Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
  • Recognized for outstanding problem solving skills and ability to handle complex customer scenarios.

All Positions

Tim Horton's Restaurant
09.2017 - 08.2020
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.

Cook

Harvey's Restaurant
06.2012 - 09.2017
  • Maintained clean and organized work areas at all times to bring safety and quality to food preparation process.
  • Maintained a clean and sanitary workspace, ensuring compliance with health and safety regulations.
  • Prepared meals efficiently under time constraints for timely service during peak hours.
  • Demonstrated strong multitasking skills, managing multiple orders simultaneously without sacrificing quality or presentation.

Education

High School Diploma -

Centre Académique De L'Outaouais
Gatineau

Skills

Excellent communication skills

Highly Proficient in both English and French

Customer Service

Interpersonal Relations

Digital Customer Experience (CX)

Problem Resolution

High level of proficiency on Office Suite and specialized platforms (eg, AI-Augmented Tools)

Languages

English
Native or Bilingual
French
Native or Bilingual

Timeline

Customer Service Agent

Teleperformance
01.2024 - 08.2024

Customer Experience Specialist

ALORICA
11.2020 - 10.2023

All Positions

Tim Horton's Restaurant
09.2017 - 08.2020

Cook

Harvey's Restaurant
06.2012 - 09.2017

High School Diploma -

Centre Académique De L'Outaouais

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Florence Desrosiers