Jean Colin
Toronto,Canada
Summary
Friendly and reliable professional offering unmatched customer service and workplace focus. Quick and accurate in cash and card transactions with excellent multi-tasking aptitude to maintain high-level customer satisfaction.
Overview
5
5
years of professional experience
Work History
POS Support Specialist
Global Payments Canada
06.2023 - 09.2024
- Provided 24/7-365 on-call support on a rotational basis
- Managed Private Label Authorization and Terminal Management Servers
- Advised multiple business units on any outages and scheduled maintenance activities within the processing environment
- Analyzed transaction failures through multi-platform systems
- Executed and monitored daily file-transfer merchant reporting jobs
- Host Security Key Management
- Developed and managed relationships with vendors, third-party processors, call centers, sales, and other business areas
- Performed crucial system testing during environment updates (yearly disaster recovery exercises, vendor maintenances etc.)
- Analyzed situations that may create future problems or crisis for operations and make appropriate recommendations and prepare and deliver timely reports of activities conducted as appropriate.
Escalation Support Specialist
Global Payments Canada
05.2022 - 05.2023
- Supervised 30 contact center agents for smooth operations
- Liaised with various support groups within Global Payments in finding resolution for customers
- Called back an average of 10 customers daily to resolve escalated issues
- Logging of errors done by analysts for coaching
- Responsible of 3 mailboxes with an average of 50 emails a day
- Responsible for training newly hired analyst
- Completed and sent an daily average of 20 forms to customers through email and fax
- Managed multiple spreadsheets containing customer’s requests to meet Service Level Agreement
- Coordinated with Field Technicians for onsite related issues including dispatch and troubleshooting.
Bilingual Contact Centre Representative
Global Payments Canada
05.2021 - 05.2022
- Managed approximately 20 incoming calls per from customers about various inquiries including statements, fund transferring and deposits inquiries
- Helped customers to troubleshoot various types of Point-of-Sale solutions
- Processed replacements for defective equipment
- Coordinated with Field Technicians for onsite related issues including dispatch and troubleshooting
- Liaised with various support groups within Global Payments in finding resolution for customers
Cashier and Food assistant
Wendy’s Company
04.2019 - 01.2020
- Cleaned food prep areas and equipment and strictly adhere to sanitation, food safety and hygiene guidelines
- Food preparation, organize and stock control of working stations
- Collaborated with a team of 10+ workers to ensure efficient store operations
- Reconciled cash register at the end of service.
- Worked in a fast-pace environment and capable of multitasking
- Provided excellent customer service by answering questions and handling customer complaints
Education
Master of Engineering - Civil Engineering
University of Toronto
Toronto, ON09.2026
Bachelor of Engineering - Environmental Engineering
University of Guelph
Guelph, ON05.2021
Skills
- Fast-learner
- Thrive working in a fast-paced environment
- Team player
- Interpersonal skills
- Customer service expert
- Problem-solving ability
- Adaptable
- Attention to Detail
- Cash register operation
- Time Management Skills
Languages
English
Native or Bilingual
French
Native or Bilingual
Timeline
POS Support Specialist
Global Payments Canada
06.2023 - 09.2024
Escalation Support Specialist
Global Payments Canada
05.2022 - 05.2023
Bilingual Contact Centre Representative
Global Payments Canada
05.2021 - 05.2022
Cashier and Food assistant
Wendy’s Company
04.2019 - 01.2020
Master of Engineering - Civil Engineering
University of Toronto
Bachelor of Engineering - Environmental Engineering
University of Guelph
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