Jorge Chadd
Bilingual customer service agent
Surrey,BC
Summary
Results-driven professional with over 20 years of proven experience in delivering superior customer service and experience in an array of sectors, including retail, legal, financial, luxury automotive sales, in addition to marketing multiple products and services in high volume call center settings. Multilingual and fluent in English, French, Spanish (both written and verbal), and Arabic (verbal). Amicable Phone Operator with commitment to excellence and more than 25 years of experience. Effective individual with pleasant voice promoting extensive knowledge of Bilingual customer service. Helpful Telephone Operator adept at providing detailed and correct information to inquiring customers. Skilled in front desk management and call routing. Displays poised and eloquent demeanor to convey positive company image.
Overview
38
38
years of professional experience
Work History
Bilingual Phone Operator (3 Month Contract)
- Customer Service Representative addressing needs of multi-national companies
- Inbound calls and general information related to shipment tracking
- Provided information regarding branch locations and fees.
- Responded to customer inquiries with patience and positivity to establish excellent first impression
- Pleasantly greeted all callers and asked how to be of assistance
- Collected and verified telephone numbers, addresses, and proper spelling of names
- Managed multi-line phone system directing individuals to desired personnel and providing general information about operations
- Answered average of 25 calls per day and directed to appropriate departments and personnel
- Used company's paging system to immediately contact specific personnel
- Maintained accurate directory of all personnel and phone extensions
- Scheduled and confirmed appointments for both company personnel and visitors
- Connected callers with appropriate professional, department, or business
- Resolved customer issues and complaints promptly and politely, upholding satisfaction
- Monitored call queues and worked quickly to answer and resolve inquiries within target timeframes
- Assisted colleagues with achieving task requirements, aiding team productivity and performance
- Directed incoming calls to internal personnel and departments, routing to best-qualified department
- Supported customers by managing 30 calls per day efficiently while maintaining professionalism and upbeat tone
- Maintained detailed customer call and inquiry logs for performance monitoring
- Followed up on customer inquiries to confirm issues were adequately addressed
- Provided helpful, informative technical support to customers on product usage and installation
- Solved customer inquiries regarding products, orders and account balances quickly to meet service targets
- Identified service improvement opportunities through call volume and performance reports
- Installed software applications to track customer calls and enable improved insight
- Managed high volume of incoming calls from customers, providing outstanding customer service to callers
- Remained calm and poised in stressful situations, diffusing angry callers and mitigating issues
- Assisted over 25 customers daily by answering questions and transferring to appropriate departments
- Troubleshot issues with telephone equipment and software to keep systems functional
- Provided new employees with voice and accent training to teach proper customer service etiquette
- Reviewed customer feedback to determine strategies for improving customer service
- Processed customer calls by accurately logging all pertinent information with CSPRO
- Performed minor troubleshooting on communications equipment to alleviate downtime
- Operated computers and fax machines to send and receive messages to customers and coworkers
- Operated switchboard and routed incoming calls to appropriate departments
- Maintained accurate records of calls placed and received
- Supported customers by managing 30 calls per day efficiently while maintaining professionalism and upbeat tone
- Attended safety training meetings to learn procedures for handling medical and fire emergency calls
- Received incoming calls and paged individuals and departments over PA system
- Performed data entry operations to update database with customer responses
- Assisted over 30 customers daily by answering questions and transferring to appropriate departments
- Supported customers by managing 30 calls per day efficiently while maintaining professionalism and upbeat tone
- Processed customer payments for timely, accurate order fulfillment
- Collected personal information from customers to accurately document requests
- Properly directed inbound calls in phone queues to improve call flow by 80%
- Handled customer complaints using strong engagement, research and issue-resolution skills
- Gathered customer information and promptly input data into computer system
- Warmly greeted callers and offered assistance in transferring to appropriate department or employee
- Processed customer calls by accurately logging all pertinent information with CSpro
- Properly directed inbound calls in phone queues to improve call flow by 50%
- Answered average of 30 calls per day and directed to appropriate departments and personnel
Personal Caregiver
Private customer
07.2020 - Current
- Assist with Personal Care, Bathing, Grooming, Incontinent Care
- Provide Companionship using 'wholistic' approach with one on one senior care.
- Maintained clean, safe, and well-organized patient environment
- Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping
- Maintained clean personal areas and prepared healthy meals to support client nutritional needs
- Planned healthy meals, purchased ingredients, and cooked meals to provide adequate nutrition for client wellbeing
- Transported individuals to events and activities, medical appointments, and shopping trips
- Assisted clients with daily living needs to maintain self-esteem and general wellness
- Provided assistance in daily living activities by dressing, grooming, bathing, and toileting patients
- Provided basic grooming and hygiene assistance to patients
- Assisted patients with self-administered medications
- Provided safe mobility support to help patients move around personal and public spaces
- Entertained, conversed, and read aloud to keep patients mentally alert
- Administered medication as directed by physician
- Monitored progress and documented patient health status changes to keep care team updated
- Documented vitals, behaviors, and medications in client medical records
- Conferred with supervisor to discuss patient condition and medical care
- Built strong relationships with clients to deliver emotional support and companionship
- Assisted with dressing guidance, grooming, meal preparation, and medication reminders
- Used company software and databases to maintain records of services performed and patient conditions
- Consulted with supervisors to assess cases and plan strategies for enhancing care
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives
- Supported clients with mental support and physical activities to accomplish quality of life and sustain needs
- Turned and positioned bedbound patients to prevent bedsores and maintain comfort levels
- Changed dressings, bandages, and binders to maintain proper healing and sanitary measures
- Assisted with daily living activities, running errands, and household chores
- Supported daily hygiene needs of patients by assisting with bathing, dressing, dental care and personal grooming
- Recognized and reported abnormalities or changes in patients' health status to case manager
- Cooked meals and assisted patients with eating tasks to support healthy nutrition
- Guided patients to restroom to support bladder and bowel relief requirements
- Built and maintained rapport with clients and family members to facilitate trusting caregiver relationship
- Laundered items, changed sheets and made bed to keep patients' bedroom clean
- Monitored clients' overall health and well-being and noted significant changes
- Recorded patients' pulse, blood pressure and respirations (TPRs) to assess and document important health information
- Maintained strong connections within caregiver community to gain continuous knowledge
- Replaced bandages, dressings and binders to care for wounds and encourage healing
- Handled incoming mail, bills and invoices and completed appropriate actions
- Implemented physical therapy to support patient improvement in muscle tone, range of motion and injury recovery
- Scheduled daily and weekly care hours for client caseload
- Maintained entire family's schedule and organized events
- Identified needs and coordinated plans for travel and out-of-town functions
- Provided staff coaching, mentoring, and consultation to enhance performance and professional development
- Liaised with key accounts to deliver targeted administrative household support
- Monitored client vital signs, administered medications, and tracked behaviors to keep healthcare supervisor well-informed
- Engaged patients in meaningful conversation, socialization, and activity while providing personal care assistance
- Entrusted to handle confidential and sensitive situations in professional matter
- Transported clients to and from medical appointments with safety and efficiency
- Recorded status and duties completed in logbooks for management
- Completed regular check-ins and progress report for each client
- Provided compassionate and patient-focused care to cultivate well-being
- Assisted patients with bathing, grooming, dressing, and oral hygiene care both in private residences and facilities
Bilingual Customer Service Representative
LifeScan
02.2020 - 07.2020
- Handling inbound and outbound calls, both English and French
- Provide troubleshooting to customers about different types of glucometer, providing education and entomology about blood testing and test strips storage
- Provide C sat customer service satisfaction survey
- Provide best customer service, answering questions and different inquiries.
Bilingual Customer Service Agent
CNIB
06.2015 - 02.2019
- Responsible to provide professional customer service to customers through inbound, outbound and email contact channels
- Primary point of contact for CNIB services you will be responsible for introducing new and existing clients to services available through CNIB, connect clients with service providers, assisting customers with identifying products to meet their needs as well as working with donors through gift management
- Promoted client awareness of community services, connect clients with CNIB services and help customers purchase assistive devices
- Used consultative skills of questioning and active listening to effectively understand and support caller's queries
- Used internal and external knowledge sources to resolve caller requests, in a professional, timely and accurate manner
- Responsible for placing outbound calls as part of pre-determined campaigns which May include, but not limited to; Welcome calls, donor Thank You calls, and campaigns to resolve client's issues related to SHOPCNIB.ca products or services.
Customer Service Advisor Audi Canada
APAC Services, Inc
07.2013 - 05.2014
- Received calls and emails and provided information to best address customer concerns
- Provided information of full range of Audi products and services
- Managed customer complaints applying sound de-escalation techniques
- Consistently met and exceeded company standards for client satisfaction.
Service Bank Advisor
Sabbatical Leave
07.2009 - 09.2011
- Provided information on full range of products and services
- Identified customer needs and effectively highlighted appropriate products and services
- Applied tactful and persuasive sales techniques to exceed quotas
- Promoted loyalty programs and various credit card products.
Market Surveyor (Contract)
BBM Canada
01.2009 - 07.2009
- Coordinated and executed market research surveys to public on a variety of subjects
- Recorded and input data obtained in exact manner to ensure accurate results.
Courier
MRW
07.2008 - 12.2008
Phone Advisor / Sales Representative (Part Time Contract)
Telemensajes Metropolitanos
07.2007 - 07.2008
- Managed pager servicing, customer accounts, and billing procedures
- Inbound/Outbound customer contact and data entry functions.
Caregiver
Particular
06.2005 - 10.2007
- Assist with Personal Care, Bathing, Grooming, Incontinent Care
- Provide Companionship using 'wholistic' approach with one on one senior care.
Market Surveyor
Opinion Search, Inc
01.2004 - 07.2005
- Coordinated and executed Canada wide surveys related to a wide variety of topics
- Recorded and input data obtained in exact manner to ensure accurate results.
Caregiver
particular (myself)
08.2000 - 09.2003
- Assist with Personal Care, Bathing, Grooming, Incontinent Care
- Provide Companionship using 'wholistic' approach with one on one senior care.
Associate General Manager
Tienda Virgen del Valle
10.1985 - 01.2003
- Assist General Manager/Owner in daily store management activities
- Bookkeeping
- Supply Chain coordination
- Inventory management.
Caregiver
particular
06.1994 - 10.1998
- Assist with Personal Care, Bathing, Grooming, Incontinent Care
- Provide Companionship using 'wholistic' approach with one on one senior care.
Education
Bachelor's Degree in Labour Law Post-Graduate Specialization - Lawyer
Santa Maria University
Caracas, VE07.1996
Master's Degree in Law - Labor Law
Santa María University
Caracas, VE01.2002
Skills
- CUSTOMER SERVICE
- RETAIL SALES
- SALES
- Call Center
- Bilingual Spanish
- CSR
- Bilingual
- Personal caregiving Duties and Responsibilities
- Assist with Personal Care, Bathing, Grooming, Incontinent Care
- Provide Companionship using 'wholistic' approach with one on one senior care (8 years)
- Multilingual
- Spanish
- English
- Technical Support
- French
- Telemarketing
- Cold Calling
- Microsoft Outlook
- Translation
- Administrative Experience
- Arabic
- Telephone Etiquette
- Call Distribution
- Information Assistance
- Appointment Scheduling
Additional Information
Core Competencies
Detail-oriented Active listening skills Customer Service Database Management Marketing Strategies
Financial Transactions Reporting and Upselling Techniques Multi-line Phone Operation Inbound and Outbound Sales Bookkeeping
Personal Details - Education
Bachelor's Degree
Personal Information
Title: Bilingual Customer Service Agent
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Judge a man by his questions rather than his answers.
Voltaire
Timeline
Personal Caregiver
Private customer
07.2020 - Current
Bilingual Customer Service Representative
LifeScan
02.2020 - 07.2020
Bilingual Customer Service Agent
CNIB
06.2015 - 02.2019
Customer Service Advisor Audi Canada
APAC Services, Inc
07.2013 - 05.2014
Service Bank Advisor
Sabbatical Leave
07.2009 - 09.2011
Market Surveyor (Contract)
BBM Canada
01.2009 - 07.2009
Courier
MRW
07.2008 - 12.2008
Phone Advisor / Sales Representative (Part Time Contract)
Telemensajes Metropolitanos
07.2007 - 07.2008
Caregiver
Particular
06.2005 - 10.2007
Market Surveyor
Opinion Search, Inc
01.2004 - 07.2005
Caregiver
particular (myself)
08.2000 - 09.2003
Caregiver
particular
06.1994 - 10.1998
Associate General Manager
Tienda Virgen del Valle
10.1985 - 01.2003
Bilingual Phone Operator (3 Month Contract)
Bachelor's Degree in Labour Law Post-Graduate Specialization - Lawyer
Santa Maria University
Master's Degree in Law - Labor Law
Santa María University
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