Kristen Girouard
Saint John,NB
Summary
Dedicated and customer-focused professional with over 7 years of experience in customer service, office administration, and remote call centre support. Proven ability to build positive customer relationships, resolve concerns efficiently, and provide exceptional service in fast-paced environments. Highly organized, dependable, and skilled at multitasking, managing confidential information, and adapting quickly to new systems and procedures. Recognized for strong communication, problem solving abilities, and a commitment to delivering outstanding customer experiences while working both independently and as part of a team.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
NTT data
Saint John
12.2023 - Current
- Provide exceptional customer service in a fast-paced remote call centre environment.
- Handle a high volume of inbound customer calls while maintaining quality and productivity standards.
- Resolve customer concerns and complaints with professionalism, empathy, and efficiency.
- Research customer accounts and provide accurate information regarding products, services, billing, and account inquiries.
- Escalate complex issues appropriately while ensuring customer satisfaction.
- Meet and exceed performance metrics for quality, attendance, and call handling.
- Maintain confidentiality and comply with company security policies while working remotely.
- Demonstrate strong active listening, communication, and problem-solving skills to deliver positive customer experiences.
Front Desk Receptionist
GoodLife Fitness
Saint John, Nb
12.2015 - 06.2021
- Delivered exceptional customer service by greeting members and visitors in a professional and welcoming manner.
- Managed daily front desk operations while maintaining a clean and organized reception area.
- Performed administrative duties including filing, data entry, document preparation, and mail distribution.
- Answered and directed incoming telephone calls while providing accurate information and taking messages.
- Assisted members with account inquiries, membership updates, billing questions, and general customer concerns.
- Maintained office supply inventory and coordinated supply orders.
- Operated multi-line phone systems, copiers, fax machines, and other office equipment while arranging repairs when necessary.
- Supported staff with administrative tasks and basic computer troubleshooting.
- Trained new front desk employees on company procedures and customer service standards.
- Resolved customer concerns professionally while maintaining a positive member experience.
Education
Simonds High School
Saint John, NbSkills
- Customer Service Excellence
- Call Centre Operations
- Remote Customer Support
- Office Administration
- Administrative Support
- Data Entry & Record Management
- Account & Billing Support
- Conflict Resolution
- Problem Solving
- Active Listening
- Verbal & Written Communication
- Multi-line Phone Systems
- Time Management
- Organization & Prioritization
- Attention to Detail
- Multitasking
- Team Collaboration
- Customer Relationship Management
- Confidential Information Handling
- Complaint Resolution
- Training & Mentoring New Employees
- Adaptability
- Professionalism
References
References available upon request.
Timeline
Customer Service Representative
NTT data
12.2023 - Current
Front Desk Receptionist
GoodLife Fitness
12.2015 - 06.2021
Simonds High School