GINA FOURNIER
Dieppe,NB
Summary
Customer Service Representative delivering bilingual support across banking inquiries, account servicing, and transaction processing. Resolves complex customer issues daily with accuracy while maintaining strong service quality and clear client communication. Supports customer understanding of digital banking tools and product options to improve the service experience.
Overview
2
2
Languages
2
2
Certificates
31
31
years of professional experience
Work History
Bilingual Customer Service specialist banking
Tangerine Bank
Moncton New Brunswick
08.2023 - Current
- Handle [number] customer cases per day in bilingual support, balancing accuracy and service speed.
- Manage customer accounts, process transactions, and handle account maintenance with detail-oriented accuracy.
- Deliver bilingual inbound call handling and escalation support for complex banking inquiries.
- Educate clients on banking products and digital banking support to improve self-service confidence.
- Monitor service quality, applying customer relationship management and quality assurance scoring standards.
- Use conflict de-escalation and strong communication skills to resolve sensitive customer concerns calmly.
Supply Teacher
School District 5 and 7
Petit-Rocher
09.2002 - Current
- Managed 30-60 students per class across Mathematics, English, and French for grades 2 through 12.
- Delivered Mathematics, English, and French instruction, adjusting lessons to support diverse learning needs.
- Designed and implemented comprehensive lesson plans to support classroom continuity across multiple grade levels.
- Collaborated with fellow educators to maintain a cohesive teaching environment and consistent classroom expectations.
- Assisted in developing and executing emergency protocols during unforeseen circumstances or crises.
- Evaluated student progress and communicated outcomes effectively to parents and guardians as needed.
- Mentored struggling students through individualized support and targeted interventions.
- .Promoted a growth mindset amongst students by encouraging perseverance through challenges and celebrating incremental progress.
- Served as a positive role model for students by maintaining high expectations for behavior and academic success.
- Collaborated with other educators to plan and review instruction.
- Kept students on-task with proactive behavior modification and positive reinforcement strategies.
Customer Service Representative
Advantage Communications
PEI
03.2021 - 12.2021
- Resolved 10-15 customer cases per shift while maintaining responsive service and clear communication.
- Handled inbound booking inquiries and resolved customer concerns with professionalism and accuracy.
- Built customer relationships by addressing concerns calmly and maintaining a courteous, service-focused tone.
- Maintained accurate data entry for every customer interaction to keep records complete and reliable.
- Managed escalated complaints routed to the Office of the President Department with discretion and attention to detail.
- Applied careful recordkeeping across customer interactions to support account maintenance and consistent service quality.
Telemarketing Sales Representative
D.M.S Intelecom
Bathurst
09.1995 - 09.1996
- Managed 7 customer accounts through outbound follow-up, product promotion, and relationship tracking.
- Presented NB Tel, Sprint, and insurance options clearly to match customer needs and buying interest.
- Applied effective sales strategies to exceed quota expectations and sustain consistent outbound performance.
- Built rapport with prospects during follow-up calls to support repeat engagement and customer trust.
- Handled objections professionally and kept conversations focused on service value and next-step commitment.
- Maintained clear, persuasive communication across every call to support effective telemarketing outreach.
- Analyzed customer feedback to refine sales pitches and enhance service delivery outcomes.
- Collaborated with marketing teams to align promotional strategies with customer needs and market trends.
- Handled high-volume telemarketing operations with expert use of client management software and computer dialing.
- Maintained up-to-date knowledge of industry trends, competitor offerings, and regulatory changes by attending webinars and reading relevant articles.
- Answered questions about company offerings with knowledgeable responses about products and services.
- Exemplified professionalism during all interactions, adhering to company values and guidelines while representing the brand effectively.
- Strengthened company reputation by delivering exceptional service to both internal colleagues and external contacts during phone interactions.
- Enhanced customer satisfaction ratings through active listening, empathy, and prompt resolution of any issues or concerns.
- Implemented upselling techniques to increase revenue and move product.
Skills
Bilingual customer support
Inbound call handling
Complaint resolution
Customer relationship management
Service quality monitoring
Account maintenance
Transaction processing
Banking product guidance
Digital banking support
Escalation handling
AML procedures
KYC procedures
Quality assurance scoring
Customer retention
Conflict de-escalation
Certification
High school diploma honours
Timeline
Bilingual Customer Service specialist banking
Tangerine Bank
08.2023 - Current
Customer Service Representative
Advantage Communications
03.2021 - 12.2021
Supply Teacher
School District 5 and 7
09.2002 - Current
Telemarketing Sales Representative
D.M.S Intelecom
09.1995 - 09.1996
Food Quality Control Techniques Certification, NBCC, Bathurst
01-1992