Lilija Laliberté

BILINGUAL CUSTOMER SERVICE REPRESENTATIVE

• Receive and process service requests/claims from customers via phone, email, or online portal.
• Maintain accurate records of all communication and transactions with customers.
• Troubleshoot and resolve customer issues and complaints in a timely and efficient manner.
• Escalate complex issues to higher-level support when necessary.
• Follow up with customers to ensure their issues have been resolved.

TECHNICIAN COORDINATOR

• Coordinate with technicians for repairs and services.
• Assign work orders to appropriate technicians based on skill level and availability.
• Schedule and dispatch service technicians to customer locations based on availability and proximity.
• Utilize various search methods to locate service technicians.
• Continuously monitor the industry and update the company's database with new information on service technicians.

PROJECT MANAGEMENT

• Plan and execute projects within budget and timeline constraints.
• Develop bilingual training materials for the SOS Technician Portal.
• Schedule meetings with self-service dealers to discuss the features of the SOS Technician Portal in detail.
• Create a bilingual Google Form to collect data on technicians' service areas and ensure the information is accurately reflected on the map.
• Use mapping software to create a visual representation of servicing areas for 300+ service technicians.

PARTS MANAGEMENT

• Coordinate with vendors and contractors for timely repairs or replacements.
• Manage back-ordered parts in inventory and communicate with customers regarding status and estimated delivery times.
• Negotiate prices and terms with service technicians for best value.
• Conduct research to locate and manage the status of backordered parts.

• Work in French with clientele (children from kindergarten to grade 6).
• Help with schoolwork.
• Carry out and/or animate francization and sports activities.
• Instruct children in eating, resting and restroom habits.
• Maintain organized and clean classroom and play areas.
• Establish and maintain safe, supportive and welcoming environments for children of all backgrounds.

• Paid position/Actor in a variety of plays.
• Program Manager for the Summer Youth Program, mentoring young persons ranging in ages from 7- 14 years of age.
• Received excellent accolades from Beyond the Overpass Management for outstanding work.
• Created various videos for Beyond the Overpass YouTube segment “Our New Normal.”
• Worked closely with directors and other actors to find interpretations most suited to the role.
• Created weekly staff schedules.

• Emboldened students with new confidence by consistently reinforcing and praising abilities.
• Taught students how to improve technical and artistic abilities with a rigorous program of in-person coaching, rehearsals and at-home practice.
• Prepared students for recitals and competitions through effective training and practice schedules.
• Provided music theory training for beginner and intermediate piano students.
• Assessed students' progress and structured lesson plans to facilitate continued learning.

• Collected payments and provided accurate change.
• Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
• Packed member orders into carts.
• Helped customers find specific products, answered questions and offered product advice.
• Preserved the appearance of the store by arranging and replenishing displays and merchandise racks.

• Greeted visitors and provided clients with information regarding the facility, services and activities.
• Opened and closed the facility in accordance with security regulations.
• Collected admission and registration fees for classes, activities and clubs.
• Handled payment processing and provided customers with receipts and proper bills and change.
• Inspected and issued equipment and ensured its control.
• Completed end-of-day reporting and balanced registers to maintain financial accuracy.

• Minor in Music and Culture