Lucas Duarte
Vaudreuil-Dorion,Canada
Summary
Experienced with customer service and transaction processing. Track record of accuracy in cash handling and fostering positive customer interactions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Sail Outdoors
09.2023 - Current
- Processed returns and warranty claims, adhering to policy while safeguarding company margins.
- Resolved and de-escalated customer discontentment with product dissatisfaction or manufacturing defects while maintaining brand trust and loyalty.
- Serve as a point of contact for colleagues in other departments seeking clarification on company policies and system operations.
- Communicated warranty policies clearly to clients.
- Demonstrated excellent verbal and written communication skills to interact with customers (warranty policies) and coworkers effectively.
- Updated and maintained database with accurate customer information and timely data entry.
- Develop strong knowledge of internal procedures and guidelines to communicate warranty policies clearly, ensuring understanding and appropriate compliance.
- Assisted customers with product reselection, ordering, billing, returns, exchanges and technical support while safeguarding the company's margins.
Cashier
Sail Outdoors
01.2023 - 09.2023
- Skilled in managing cash and operating in multiple POS systems for hundreds of transactions.
- Assisted customers in locating merchandise and provided product information.
- Opened 100+ customer accounts and advised on technical issues, improving customer satisfaction and digital onboarding.
- Oversaw the creation of customer loyalty accounts and provided expert technical guidance, strengthening customer retention and engagement.
- Develop and maintain strong customer relationships to support satisfaction and loyalty.
- Achieve weekly and daily targets for contributing to our branch ranking for company-wide performance metrics.
- Dealing with clients of various backgrounds and offering the best possible service (e.g. wheelchair for clients with reduced mobility).
- Maintained operational efficiency by leading recycling, cleaning, inventory stocking, and organizing routine for our shared working station.
- Performed opening and closing procedures, such as counting cash register, restocking, and cleaning.
Tutor
Brind'amour Elementary School
08.2019 - 11.2019
- Delivered personalized tutoring in core subjects, improving students' test scores and comprehension of weekly lessons.
- Prepared students for final exams through targeted study plans, boosting academic confidence and performance.
- Facilitated after-school support for struggling learners, fostering improved study habits and retention.
- Developed creative activities to engage students in the learning process.
Education
Bachelor of Arts - Economics
McGill University
QC08-2028
CEGEP Diploma - Social Sciences
John Abbott College
Sainte-Anne-de-Bellevue, QC07-2024
HIGH SCHOOL DIPLOMA -
Cité-des-Jeunes High School
Vaudreuil-Dorion01.2021
Skills
- Language Fluency: French, English, Portuguese
- Professionalism and courtesy
- Proficient in conversational Spanish and Italian
- Complaint handling and Complaint resolution
- Customer relations
- Paperwork processing
- Active listening
- Computer proficiency
- Payment processing
- Client confidentiality
- Attention to detail
- Money handling
- Patience and empathy
Timeline
Customer Service Representative
Sail Outdoors
09.2023 - Current
Cashier
Sail Outdoors
01.2023 - 09.2023
Tutor
Brind'amour Elementary School
08.2019 - 11.2019
Bachelor of Arts - Economics
McGill University
CEGEP Diploma - Social Sciences
John Abbott College
HIGH SCHOOL DIPLOMA -
Cité-des-Jeunes High School