Janie Ervine-Coutu
St Jerome,QC
Summary
Personable and dedicated Customer Service Representative. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and detail-oriented with a passion for building relationships, cultivating partnerships and growing businesses.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Model Success Coordinator
Aylo
04.2021 - Current
- Assisted verified models and potential models in managing their accounts, uploading and monetizing their content, handling monthly payouts and optimizing their experience with our website
- Responsible for handling content removal requests and advanced content moderation in corroboration with our Legal, DMCA and Compliance Teams
- Consistently maintaining 95-100% weekly satisfaction and QA rating
- Entered data, generated reports, and produced tracking documents for sanction and fraud reviews
Senior Customer Service Representative
Mindgeek
09.2020 - 04.2021
- Assisted users by answering questions, addressing concerns and providing current account information through Zendesk
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints
- Assisted in training and coaching Junior Agents on current and updated procedures
- Developed and implemented the use of spreadsheets to track known spammers and monitor agent performance
- Volunteered and participated on special projects and assignments
- Implemented changes to our content moderation procedures in corroboration with our Compliance and Legal Team.
Inbound Sales Representative
Mindgeek
01.2020 - 09.2020
- Handled multiple inbound interactions (via chat/email) to existing and new customers
- Maximized on sales opportunities by demonstrating product knowledge and keeping up to date with current price points and promotions
- Identified customer needs and provided technical support ensuring customer satisfaction
- Averaging between 550-650 chats per week with an average QA between 80.00% -100.00%
- Demonstrated excellent time management skills and proficiency in computer skills with the ability to multi-task.
Education
Advanced Pastry Arts Diploma -
Bonnie Gordon College
Associate of Arts - Business Administration And Culinary
Sir Sandford Fleming College
Peterborough, ON06.2017
Legal Administrative Assistant - undefined
Seneca College
10.2024
Skills
- Account Management and Billing Inquires
- Conflict Resolution
- Team Leadership
- Time Management
- Critical Thinking and Problem Solving
- Zendesk, Jira, Canva, Adobe
- Microsoft Excel
- Microsoft Word/office
- Google Spreadsheet and Google Documents
- Customer relations
Websites
Certification
- Excel 2016 Essential Training (LinkedIn)
- Excel: Pivot Tables for Beginners (LinkedIn)
- PowerPoint 2016 Essential Training (LinkedIn)
- Learning GDPR (LinkedIn)
- Strategic Thinking (LinkedIn)
- Working with Upset Customers (LinkedIn)
- Being an Effective Team Member (LinkedIn)
- Customer Service: Handling Abusive Customers (LinkedIn)
- Demonstrating Accountability as a Leader (LinkedIn)
- Affiliate Marketing Foundations (LinkedIn)
- Advanced Content Marketing (LinkedIn)
- GDPR Compliance: Essential Training (LinkedIn)
References
Available upon request
Languages
English
Native or Bilingual
French
Elementary
Timeline
Model Success Coordinator
Aylo
04.2021 - Current
Senior Customer Service Representative
Mindgeek
09.2020 - 04.2021
Inbound Sales Representative
Mindgeek
01.2020 - 09.2020
Advanced Pastry Arts Diploma -
Bonnie Gordon College
Associate of Arts - Business Administration And Culinary
Sir Sandford Fleming College
Legal Administrative Assistant - undefined
Seneca College
- Excel 2016 Essential Training (LinkedIn)
- Excel: Pivot Tables for Beginners (LinkedIn)
- PowerPoint 2016 Essential Training (LinkedIn)
- Learning GDPR (LinkedIn)
- Strategic Thinking (LinkedIn)
- Working with Upset Customers (LinkedIn)
- Being an Effective Team Member (LinkedIn)
- Customer Service: Handling Abusive Customers (LinkedIn)
- Demonstrating Accountability as a Leader (LinkedIn)
- Affiliate Marketing Foundations (LinkedIn)
- Advanced Content Marketing (LinkedIn)
- GDPR Compliance: Essential Training (LinkedIn)
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