Élène Fontaine Makan
Kitchener,Ontario
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
27
27
years of professional experience
Work History
Bilingual Claims Inquiry Representative
Allianz Global Assistance
Cambridge, ON
01.2012 - Current
- Bilingual English/French customer service within a high volume call center
- Greeted customers warmly to set tone of customer experience and provide welcoming and friendly atmosphere.
- Responded to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims.
- Redirect calls to proper department if applicable
- Translate customer’s correspondence and/or documentation received from French to English
- Place outbound calls in French or English to customers and/or providers as required
- Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
- Enhanced company reputation by providing exceptional customer service and support.
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
Bilingual Customer Representative
Arvato Digital Services, Flying Blue campaign
Kitchener, Ontario
01.2011 - 01.2012
- Bilingual English/French within a daily high volume inbound call center
- Provided answers to general enquiries and advised customers about the frequent flyer program Flying Blue(award miles)
- Updated data or generated update inquiries at the account holder's request
- Processed enrolment requests and generated change of name requests
- Translated Customer’s correspondence French to English
- Provided customer assistance with inquiries about Flying Blue on-line services
- Booked flight reservation for Flying Blue account holder
- Resolved customer inquiries efficiently, enhancing satisfaction and loyalty.
- Guided customers through product selection, providing tailored recommendations.
Team Leader
ClosetMaid (Stack-A-Shelf)
Cambridge, Ontario
01.2006 - 01.2009
- Leadership
- Provided direction and support to 15-24 employees on multiple lines
- Assigned job tasks, monitored status of workflow and ensured production schedules were met
- Trained new employees in health and safety policies and procedures as well as SOPs
- Completed computerized production reports (Excel) in a timely and accurate manner
- Ensured 5S, Lean, and quality standards were followed
- Checked parts in process on a regular basis to ensure they met quality standards
- Acted as a communication link between employees and supervisor/management
Machine Setup Technician
ClosetMaid (Stack-A-Shelf)
Cambridge, Ontario
01.1999 - 01.2006
- Machine Set-up
- Learned and practiced the set-up process for 15-20 machines located on the production floor
- Programmed and set-up WoodWop based CNC, computerized and non-computerized woodworking machines
- Set up Homag BST500, Biesse, Morbidelli FM300 and FM400, Zenith, Doucet, Sicott, JP machines.
- Troubleshoot production problems with machines, fixed minor problems and called maintenance as necessary to resolve complex issues
- Performed first-off and completed quality control inspection prior to commencing production run
- Completed product quality checks using measuring tape, caliper, and gauges and ensured that it met drawing specifications
- Provided training to co-workers regarding the proper procedures for boring machine set-up
Machine Operator
ClosetMaid (Stack-A-Shelf)
Cambridge, Ontario
01.1999 - 01.1999
- Machine Operation
- Performed pre-operational checks of machine at beginning of shift
- Set-up manually operated machine and made adjustments (guides, sensors, etc.) as required ensuring accuracy and quality of finished product
- Fed multiple parts through machine and/or removed finished products from machine and stacked on skids
- Visually inspected product for quality, adjusted machines as necessary, and removed product requiring rework or not meeting quality standards
- Accurately completed all required production reports/paperwork
Education
Creative Arts Diploma - Visual Arts
Champlain Regional College
Lennoxville, QCSecondary School Diploma - High School
College Du Sacré-Coeur
Sherbrooke, QCSkills
- Effective communication skills
- Supportive colleague with strong interpersonal skills
- Expert in creating positive work environments
- Strong organizational skills
- Proficient in Microsoft Office Suite
- Quality-focused individual
- Strong commitment to work ethic
- Client-focused solutions
- Bilingual proficiency in French and English
- Service excellence
- Effective problem resolution
- Approachable demeanor
- Effective team collaboration
Languages
French
Native or Bilingual
English
Native or Bilingual
Timeline
Bilingual Claims Inquiry Representative
Allianz Global Assistance
01.2012 - Current
Bilingual Customer Representative
Arvato Digital Services, Flying Blue campaign
01.2011 - 01.2012
Team Leader
ClosetMaid (Stack-A-Shelf)
01.2006 - 01.2009
Machine Setup Technician
ClosetMaid (Stack-A-Shelf)
01.1999 - 01.2006
Machine Operator
ClosetMaid (Stack-A-Shelf)
01.1999 - 01.1999
Creative Arts Diploma - Visual Arts
Champlain Regional College
Secondary School Diploma - High School
College Du Sacré-Coeur
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