Julia Langlade
Kitchener
Summary
Dynamic Client Care Specialist with a proven track record at Chameleon Business Centres, excelling in customer service excellence and computer proficiency. Demonstrated ability to mentor and enhance team performance at Majorel, achieving significant improvements in quality assurance. Skilled in active listening and effective problem-solving, consistently exceeding client expectations and fostering continuous improvement.
Overview
5
5
years of professional experience
Work History
Client Care Specialist
Chameleon Business Centres
09.2022 - Current
- Provided friendly greeting to all customer and clients, through walk ins, phone conversation and email responses.
- Maintained accurate records documenting client interactions, progress updates, completed tasks, or any other pertinent information that may be necessary to effectively manage ongoing relationships with clients.
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Trained staff on operating procedures and company services.
- Built strong relationships with clients, consistently exceeding their expectations with quality service.
- Demonstrated empathy towards clients'' situations while maintaining professional boundaries and adhering to company policies.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Proved successful working within tight deadlines and a fast-paced environment.
- Provided excellent customer service by following up with clients and responding to all inquiries in a timely manner.
Quality Assurance Coach and Customer Service Rep
Majorel
12.2019 - 12.2021
- Provided coaching and mentoring to employees.
- Completed audits on call recordings, chat and emails while ensuring data collected was input appropriately and with efficiency
- Verbally coached individuals, provided support and strategies to better their individual performance within the company
- Collection of data in order to ensure accuracy on weekly calibrations (as an individual and within the quality team)
- Familiar in a bank setting, transferring monies, processing deposits, initiating transfers and wires, reading case notes, de-escalation practices and procedures, transferring calls to the correct department, ensuring customer satisfaction and first call resolution.
- Established a culture of continuous improvement by promoting open communication and collaboration among team members.
- Reduced defect rates by collaborating with cross-functional teams to improve manufacturing processes.
- Established and maintained quality control standards.
- Kept scripts and test cases updated with current requirements.
- Gathered data on integration issues and vulnerabilities, reported findings and recommended improvements.
Education
High School Diploma -
St. Benedict Catholic Secondary School
Cambridge, ON06-2012
Skills
- Customer Service Excellence Including Oral and Written Communication Skills
- Professionalism in an Office Setting
- Active Listening
- Critical Thinking and Complaint Resolutions
- Call Centre Experience and Multi-line Phone Talent
- Computer Proficiency
- Effective Problem Solving Resolutions
- Confidentiality Handling
- Experience with Jane App, Salesforcecom, EVO and Touchpoint
- Ability to multi-task in a highly paced environment
Timeline
Client Care Specialist
Chameleon Business Centres
09.2022 - Current
Quality Assurance Coach and Customer Service Rep
Majorel
12.2019 - 12.2021
High School Diploma -
St. Benedict Catholic Secondary School
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