Manirambona FABRICE
Bilingual Client Support & Technical Service Specialist
Quebec
Summary
Multilingual and customer-focused professional with over 5 years of experience in technical support, customer service, and client relationship management. Fluent in English, French, and conversational in Spanish, with a strong background supporting end-users across diverse platforms, resolving technical issues, and ensuring excellent customer satisfaction in high-volume environments. Recognized for a calm, analytical approach, excellent communication skills, and the ability to translate complex technical concepts into user-friendly solutions.
Overview
7
7
years of professional experience
2
2
Languages
Work History
Bilingual Customer Service Representative
Alorica
01.2022 - 04.2025
- Handled over 100 inbound and outbound communications daily in English and French across phone, email, and chat platforms.
- Resolved customer issues related to product functionality, order processing, returns, and billing.
- Delivered exceptional service, achieving consistently high customer satisfaction scores and KPI compliance.
- Escalated unresolved issues when needed and followed up to ensure final resolution.
- Provided personalized upselling suggestions based on customer history and preferences, increasing average order value.
Bilingual Technical Support Representative
Gexel
02.2020 - 10.2021
- Supported end-users in troubleshooting internet connectivity, device configurations, software installations, and email syncing.
- Handled technical issues across multiple platforms and time zones with professionalism and efficiency.
- Used tools such as remote desktop, ticketing systems, and diagnostics platforms to resolve concerns.
- Documented every interaction in detail, contributing to the internal knowledge base for future case resolutions.
- Translated technical concepts into layman's terms for clear communication with non-technical users.
Technical Support Analyst (Bilingual)
HCL Technologies
01.2018 - 01.2020
- Provided Tier 1 and Tier 2 technical assistance to clients across North America and Europe in both French and English.
- Diagnosed and resolved issues related to desktop applications, VPN, remote connectivity, printers, and enterprise systems.
- Monitored incident queues and managed tickets in ServiceNow, ensuring SLA compliance and timely follow-ups.
- Delivered step-by-step troubleshooting over phone and remote desktop tools, enhancing first-call resolution rates.
- Collaborated with Level 3 support and engineering teams for escalated issues, improving service reliability.
- Participated in knowledge base updates and continuous improvement initiatives for helpdesk workflows.
Education
Bachelor of Business Administration - Accounting and Business Management
Crandall University
Moncton, New BrunswickSkills
Bilingual Support (English & French)
Technical Troubleshooting (Tier 1 & Tier 2)
Remote Desktop Assistance
CRM & Ticketing Systems (Zendesk, ServiceNow)
Incident Management & Escalations
Hardware & Software Support
VPN & Network Configuration Support
Multichannel Communication (Phone, Email, Chat)
Order Processing & POS Tools
Data Confidentiality & Secure Handling
Spanish Interpretation (Conversational)
Conflict Resolution & Escalation Management
CRM Platforms: Salesforce, Zendesk, Freshdesk
ITSM Tools: ServiceNow, Remedy
Remote Tools: TeamViewer, AnyDesk, Remote Desktop
POS Systems: Square, Lightspeed
Productivity Tools: MS Office, Google Workspace
Cross-functional communication and team collaboration
Strong time management and multitasking in high-pressure environments
Customer-first attitude with a solutions-driven mindset
Quick adaptability to new tools, systems, and processes
Timeline
Bilingual Customer Service Representative
Alorica
01.2022 - 04.2025
Bilingual Technical Support Representative
Gexel
02.2020 - 10.2021
Technical Support Analyst (Bilingual)
HCL Technologies
01.2018 - 01.2020
Bachelor of Business Administration - Accounting and Business Management
Crandall University