With my autonomy and enthusiasm, my diverse experiences have strengthened my knowledge and proficiency in various communication tools and techniques. I am bilingual in French and English, and I have a solid foundation in customer service and technical troubleshooting, which equips me to excel in dynamic environments. Experienced Customer Service Representative fluent in English and English language. Professional employee dedicated to providing excellent service to current and new customers. Comfortable working in fast-paced environment attending to customer service needs including incoming calls, product questions, issue resolution and order processing.
Hi, I’m
Helene Sophie Theberge
Saint-Paul-de-Montminy
Summary
Overview
24
years of professional experience
Work History
Canada Revenue AgencyShawinigan
Bilingual Customer Service Agent
06.2022 - 06.2023
Job overview
- Answer incoming calls from taxpayers regarding their accounts using equipment provided by CRA and following procedures;
- Complete assigned tasks by following procedures and instructions given;
- Manage time effectively to complete all tasks within the allotted time.
- Manage emergency calmly and composedly;
- Adapt quickly to different interlocutors and different situations;
- Collaborate with team by communicating, sharing ideas and pooling efforts;
- Adaptability and efficiency in learning new concepts;
- Develop and maintain courteous and effective working relationships;
- Analyze needs and constraints to provide most appropriate response;
- Develop interpersonal skills by establishing positive relationships with others;
- Carrying out assigned tasks by following the procedures and instructions given;
- When I last worked for CRA, there was a talk about going back to the office which is way too far for me and I stopped working for that reason. I also took advantage of EI for 1 year and decided to take the summer off.
Morneau Shepell Inc. - Toronto, CanadaRemote, ON
Bilingual Customer Service Agent
11.2019 - 11.2021
Job overview
- Answer incoming calls from businesses, clients and their employees as well as financial advisors when requesting to transfer retirement funds to their institution;
- Conduct research to answer clients' questions in their respective province regarding their pension plan, group insurance, benefits;
- Make death reports;
- Explain steps of towards divorce process according to their province;
- Explain different options of chosen pension fund;
- Help former employees with their termination of employment kit;
- Explain to employees how to access their professional websites for their benefits and how to make changes accordingly according to their change in life situation;
- Process client information using internal databases and information systems;
- Maintained excellent client satisfaction by providing in-depth support;
- Listened actively to offer accurate information and the best solution to their needs;
- Applied conflict management to stressed and concerned customers;
- Offered current, accurate advice on optional solutions for concerns;
- During my time at Morneau Shepell, I experienced the loss of my mother and requested a leave of absence as I was the executor. Unfortunately, I was terminated.
Alpine Access Canada, Inc.Remote, Newfoundland
Bilingual Customer Service Agent
01.2017 - 11.2019
Job overview
- Process client information using internal databases and information systems;
- Handle bilingual inbound calls to resolve customer inquiries regarding their account maintenance, billing, payments, contracts and rate plans;
- Use active listening, probing and troubleshooting techniques to successfully resolve consumer issues and sales support issues over the phone;
- Process orders for device and service activations, rate plan changes, upgrades to additional data and voice features, and traveler rate plans;
- Stay current on all product and service offerings to effectively convey information and make strategic decisions and recommendations tailored to individual customer needs;
- Leverage my computer navigation, data entry and customer service skills to multitask on all calls;
- Drive new business opportunities and influence growth of existing customer accounts through solution based solutions and sales techniques;
- Adhere to all company policies and procedures while influencing a positive perception and image of the company.
SureCall CenterRemote, AB
Customer Service Agent
01.2016 - 12.2017
Job overview
- Handled a large volume of incoming requests and demonstrated proficiency in using call scripts to respond to various professionals, including customs brokers, real estate agents, estate managers, funeral service providers, and practitioners.
- Conducted outbound calls to potential buyers and scheduled customer appointments using web calendars.
- Organized the reception desk daily to promptly address email inquiries and accurately transcribe audio recordings.
Panorama MarketingRemote, Quebec
Bilingual Customer Service Representative
01.2015 - 12.2016
Job overview
- Promoting Telus Business Solutions VoIP solutions to business owners to manage all operational communications on a single desktop computer, desk phone, or mobile device.
- Optimizing customer service operations by engaging potential customers across Quebec to quickly build relationships within a startup environment.
- Researching market trends and collecting business data on predicted customer behavior and acceptance of products and services.
- Also, built a scalable sales and customer relationship management database with the help of ZOHO CRM.
Arise Inc. AT&T ConsultingRemote, Quebec
Bilingual Customer Agent
01.2012 - 12.2013
Job overview
- Promote and increase the sale of products and services for mobile and residential telephone, Internet and cable services, wireless exchange, Internet key, and Internet access points;
- Answer incoming calls, authenticate, sympathize, listen, propose and provide information in response to customer requests resolve customer account issues;
- Create files (reasonable procedural exceptions), approve refunds on customer accounts with management approval;
- Build customer loyalty by making follow-up calls to customers reporting product or service issues;
- Collect customer feedback and work with management to ensure customer satisfaction goals are met and exceeded.
Héthé Mode Intime, IncSaint-Raymond, Quebec
Chief Executive Officer
02.1984 - 12.2000
Job overview
- I created and promoted a successful lingerie manufacturing business, which thrived until the end of the Canadian textile industry protection laws.
- I increased sales to meet a demand of 3000 products per week across Canada.
- I also designed and developed a manufacturing productivity intranet for 32 seamstresses.
- After implementing an Excel-based Kronos time clock to optimize batches and production synchronization time per seam, productivity saw a significant increase.
- Additionally, I cultivated a strong work culture and high standards to drive employee retention and performance. I maintained accurate company records to uphold compliance with regulations and company policies.
- Lastly, I recruited and managed senior staff, focusing on delivering clear results and managing team performance while celebrating successes and identifying areas for improvement.
Education
Université Laval
Certificat De 30 Crédits from Communications Graphiques
University Overview
Skills
- Autonomy,
- Adaptability,
- Responsibility,
- Customer relations,
- Flexibility,
- Thoroughness,
- Analytical skills,
- Communication,
- MS Office,
- Punctuality,
- Procedures adherence,
- Interpersonal skills,
- Problem-solving,
- Organizational skills,
- Rules adherence,
- Versatility,
- Dynamism,
- Listening skills,
Additional Information
Additional Information
- Passion pour les cuisines du monde
- Arts plastiques
- Voyages linguistique en [Pays]
- Pâtisserie
- Peinture
Languages
Français
Langue maternelle
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
Accomplishments
- Supervised team of 32 staff members.
Timeline
Bilingual Customer Service Agent
Canada Revenue Agency
06.2022 - 06.2023
Bilingual Customer Service Agent
Morneau Shepell Inc. - Toronto, Canada
11.2019 - 11.2021
Bilingual Customer Service Agent
Alpine Access Canada, Inc.
01.2017 - 11.2019
Customer Service Agent
SureCall Center
01.2016 - 12.2017
Bilingual Customer Service Representative
Panorama Marketing
01.2015 - 12.2016
Bilingual Customer Agent
Arise Inc. AT&T Consulting
01.2012 - 12.2013
Chief Executive Officer
Héthé Mode Intime, Inc
02.1984 - 12.2000
Université Laval
Certificat De 30 Crédits from Communications Graphiques
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