Joanne Marquis
MONCTON,NB
Summary
Dynamic professional with a strong background in training and customer service. Committed to fostering team collaboration and effective communication, ensuring high standards in service delivery and operational efficiency.
Overview
19
19
years of professional experience
Work History
CSR/Trainer
Speedy Glass
Moncton, New Brunswick
04.2023 - Current
- Facilitated onboarding of new staff through comprehensive training sessions to ensure smooth integration.
- Guided representatives in effectively resolving complex customer inquiries, enhancing service quality.
- Educated customers about products and services to enhance their experience.
- Collaborated with team members to streamline communication and support processes.
- Documented customer interactions accurately in the company's database system.
- Delivered training support on operational procedures and best practices to empower new staff.
- Communicated regularly with customers via phone, email or chat to provide updates on order status or answer questions about products or services.
NG911/ training and floor support
Nordia
Moncton, New Brunswick
01.2022 - 04.2023
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Reconciled financial discrepancies associated with glass repair bills prior to processing payments.
- Maintained records of all service calls and repairs performed on Vehicle.
- Provided customer service by answering questions about glass repair services.
CSR/Trainer
Rogers
Moncton, New Brunswick
11.2006 - 01.2022
- Delivered training to new staff on customer service protocols and best practices.
- Facilitated onboarding sessions to integrate incoming staff effectively.
- Evaluated call quality to maintain compliance with established standards.
- Provided coaching and feedback to improve employee performance.
- Collaborated with management to identify training needs and gaps.
- Created assessments to evaluate trainee knowledge and skills.
- Assisted customers with inquiries and resolved issues efficiently.
- Handled complaints with empathy and provided timely solutions.
Education
High School Diploma -
Mathieu Martin
Dieppe01-2003
Languages
English
Full Professional
French
Full Professional
Timeline
CSR/Trainer
Speedy Glass
04.2023 - Current
NG911/ training and floor support
Nordia
01.2022 - 04.2023
CSR/Trainer
Rogers
11.2006 - 01.2022
High School Diploma -
Mathieu Martin