Lucas Pernot
Bilingual Customer Service Representative
Toronto,Ontario
Summary
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
Overview
6
6
years of professional experience
3
3
years of post-secondary education
1
1
Certification
2
2
Languages
Work History
Call Center Agent
OPTEVEN, ARC EUROPE
Lyon
05.2021 - 05.2022
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Handling telephone calls by offering customers a quality welcome and care, personalized response to various requests for information
- Organize and coordinate the most appropriate support services to ensure the quality of our service and customer satisfaction
- Consolidate the computer file created for each situation and ensure the transmission of information to the relevant department
- Be a good listener and demonstrate a sense of service and dynamism that reassures interlocutors
- Management of complaints, analysis of customer requests and their files, search for effective solutions to resolve the problems encountered
- Communication with customers by phone call or email to warn them in case of problems.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Camp Counsellor
Camping La Butte
La Roque-Gageac
07.2019 - 08.2019
- Developed age-appropriate arts and crafts activities to encourage campers' artistic skills development and creative expression.
- Taught campers outdoor-focused skills such as kayaking and rappelling to increase campers' self-reliance and confidence.
- Setting up sports tournaments and olympiads, selection of adapted equipment, preparation of the playing area
- Inventory management of materials and equipment, evaluation of needs for the conduct of activities.
- Supervised pre-planned field trips and followed established safety guidelines to minimize campers' accident and injury risks.
Youth Sports Instructor
Bordeaux Bastide Basket
Bordeaux
08.2017 - 06.2019
- Supervision of the trainings (6 to 15 years old) and help brought with the other categories and teams of the club -
- Preparation of the matches in competition, organization of the table of the scores
- Refereeing (departmental level)
- Adaptation of the sessions to the level and physical condition of the students for a pleasant and formative sports practice
- Observation and correction of gestures and postures to improve technique and avoid injuries.
- Helped youth learn to identify negative behaviors and triggers.
- Modeled and reinforced positive behaviors with diverse techniques.
- Provided one-on-one mentoring to youth in need of extra support.
Cinema Agent
UGC CINE CITE
Lyon
04.2014 - 09.2017
- Assisted patrons with seating by giving directions and lighting paths.
- Sold admission, processed payments and issued tickets.
- Reception and accompaniment of clients and guests during premieres
- Supply and organization of the counters
- Promotion of the subscription offer, presentation of the different formulas (advantages, prices, etc)
- Organization of the display (posters, UGC offers, etc..) within the establishment
- Greeted customers with smile and provided friendly, knowledgeable service.
- Worked flexible hours across night, weekend and holiday shifts.
- Provided customer service by selling tickets and merchandise, answering questions and distributing programs.
Education
Professional Diploma of Youth - Education and Sport
Aquitaine Sport Pour Tous
Bordeaux, France 08.2017 - 07.2018
University Diploma of Technology - Statistics and Computer Sciences
Lumière University Lyon 2
Lyon, France 09.2013 - 06.2014
Cinema Studies
ARFIS School of Cinema And Audiovisual Arts
Lyon, France 08.2011 - 07.2012
Engineering And Physical Sciences
Claude BERNARD University Lyon 1
Lyon, France 09.2010 - 06.2011
Skills
Customer support
Call center operations
Gathering information
Answering questions
Calm disposition
Complaint resolution
Client communication
Inbound phone calls
Certification
- Certificate of First Aid
Basketball and Chess
Basketball and chess are the two hobbies i enjoy doing outside of work.
Timeline
Call Center Agent
OPTEVEN, ARC EUROPE
05.2021 - 05.2022
Camp Counsellor
Camping La Butte
07.2019 - 08.2019
Youth Sports Instructor
Bordeaux Bastide Basket
08.2017 - 06.2019
Professional Diploma of Youth - Education and Sport
Aquitaine Sport Pour Tous
08.2017 - 07.2018
Cinema Agent
UGC CINE CITE
04.2014 - 09.2017
University Diploma of Technology - Statistics and Computer Sciences
Lumière University Lyon 2
09.2013 - 06.2014
Cinema Studies
ARFIS School of Cinema And Audiovisual Arts
08.2011 - 07.2012
Engineering And Physical Sciences
Claude BERNARD University Lyon 1
09.2010 - 06.2011