Summary
Overview
Work History
Education
Skills
Timeline
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Irene Meloche

Calgary,AB

Summary

Dynamic Technical Support Representative with a proven track record at Concentrix, excelling in technical troubleshooting and remote support. Recognized for enhancing customer satisfaction through effective problem resolution and empathetic communication. Adept at managing high call volumes while maintaining professionalism, contributing to improved user experiences and team success.

Overview

9
9
years of professional experience

Work History

Technical Support Representative

Concentrix
09.2019 - 05.2020
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
  • Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
  • Managed high levels of call flow and responded to technical support needs.
  • Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
  • Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.

Customer Service Representative/ Call Centre

Saputo
06.2011 - 05.2018
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.

Education

High School Diploma -

Cartier High School
Ottawa, ON
06-1986

Skills

  • Technical troubleshooting
  • Technical support
  • Product troubleshooting
  • Remote support
  • Call center operations

Timeline

Technical Support Representative

Concentrix
09.2019 - 05.2020

Customer Service Representative/ Call Centre

Saputo
06.2011 - 05.2018

High School Diploma -

Cartier High School

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Irene Meloche