Lyne Larose
Ottawa,ON
Summary
Dynamic customer service professional with extensive experience at Bell Canada, recognized for exceptional problem-solving and relationship-building skills. Proven track record of exceeding performance metrics and enhancing customer satisfaction through effective communication and collaboration. Adept at multitasking and adapting to change, consistently delivering high-quality service in fast-paced environments.
Overview
38
38
years of professional experience
1
1
Certification
Work History
Customer Agent Enterprise Market
Bell Canada
10.2020 - 09.2025
- Managed order processing and tracking for timely deliveries.
- Supported cross-functional collaboration by liaising with other departments on behalf of customers when necessary.
- Maintained open lines of communication with external and internal customers.
- Handled escalated cases effectively, turning potentially negative experiences into positive ones for the customers involved.
- Adapted quickly to changes in systems or processes, minimizing disruption to daily tasks and responsibilities as a Customer Age
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives
- Recognized for outstanding performance, receiving multiple awards and commendations for consistently exceeding expectations in the role of Customer Agent.
- Actively participated in team meetings, sharing ideas and insights that contributed to overall departmental success.
- Utilized multiple software applications simultaneously while assisting customers, demonstrating excellent multitasking abilitie
- Identified, monitored, and resolved potential problematic customer issues.
- Collaborated with team members to ensure customer satisfaction.
- Utilized multiple software applications simultaneously while assisting customers, demonstrating excellent multitasking abilities.
- Exceeded performance metrics consistently while maintaining high-quality service delivery standards.
- Adapted quickly to changes in systems or processes, minimizing disruption to daily tasks and responsibilities as a Customer Agent.
- Maintained up-to-date knowledge of product and service changes.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Provided exceptional support in troubleshooting services and billing concerns, enhancing customer satisfaction.
Customer Service Representative
Bell Canada
01.2013 - 03.2020
- Processed orders accurately, ensuring timely delivery and adherence to company policies.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Delivered prompt service to prioritize customer needs.
- Investigated and resolved accounting, service and delivery concerns.
Customer Service Representative Government Account
Bell Canada
02.2005 - 12.2013
- Resolved complex inquiries, ensuring high levels of customer satisfaction.
- Delivered exceptional customer support across various communication channels.
- Collaborated with cross-functional teams to address service challenges effectively.
- Managed escalated issues, providing timely resolutions for critical cases.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Improved resolution time with effective problem-solving for customer complaints.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Education
High School Diploma -
Skills
- Language proficiency
- Customer service
- Problem-solving
- Multitasking and organization
- Team collaboration
- Adaptability and flexibility
- Verbal and written communication
- Task prioritization
- Order processing
- Coordination
- Critical thinking
Accomplishments
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
Languages
English
Native or Bilingual
French
Native or Bilingual
Certification
- YMCA Group Fitness Leader April 2009 to March 2020,
Timeline
Customer Agent Enterprise Market - Bell Canada
10.2020 - 09.2025
Customer Service Representative - Bell Canada
01.2013 - 03.2020
Customer Service Representative Government Account - Bell Canada
02.2005 - 12.2013
Charles Bois High School - High School Diploma,