Metal Detecting
Marc Quesnel
Service Excellence Representative
Dieppe,NB
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
10
10
years of professional experience
10
10
years of post-secondary education
Work History
Tech Mahindra - Rogers Contract
Tech Mahindra
WFH
02.2024 - Current
- Answered chat texts handed off by an AI helper
- Juggled back to back, 2 chats at a time,
- Filled gaps in customer knowledge
- Sold phones and plan upgrades
Customer Service Representative
Tech Mahindra, HBC
WFH
4 2019 - 02.2024
- Solve complex escalations for the Office of the President
- Maintained damage trackers for property damage
- Assisted high value customers with any issues
- Worked on complex problems that required out of box solutions
- Communicated with customers via phone and email.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Interviewer
Numeris
09.2016 - 04.2019
- Connected to customer via robot dialer
- Conducted interview, part verbatim, part choice of words
- Hit targets per project, used knowledge of topic to sell survey to customer
- Did Phone and Television Enumeration, Various survey’s as assigned work.
Customer Service, Sales and Support
Roger’s communications
Moncton, NB
01.2016 - 06.2016
- Answered questions regarding home phone, Cable, and internet
- Sold new services to customers
- Did Minor support to customers
- Maintained accounts, did corrections
- Explained services to callers, transferred customers to correct departments
- Met sales goals on average
- Promoted positive branding about the Rogers Brand
Customer Service
05.2014 - 10.2015
- Sales and Support, Thing5, Dieppe, Provided information and support to all inbound calls for La Quinta Hotels
- Maintained a high quality of professionalism during working conditions
- Soothed customers while providing information and turning negative experiences into positive ones
- Connected emotionally to the customers in order to facilitate the transaction
- Met all sales goals on average
- Worked within the team to foster growth and meet challenges
- Worked Nights with minimal supervision, handled around 40,000 calls a year
- Expert in WinAi System to book hotel rooms.
Education
Some College (No Degree) - Mobile Application Development
New Brunswick Community College
Moncton, NB 01.2020 - 04.2021
Computer Networking
Sir Sandford Fleming College
Peterborough, ON 01.1994 - 05.1997
High School Diploma -
Adam Scott CVI
Peterborough, ON 01.1986 - 06.1991
Skills
Notable SkillsExcellent communication skillsGreat problem-solving skillsEnergetic and a self-starterAdvanced computer skillsAble to type 50 Words a minuteFast learner
Complaint resolution
Administrative support
Money handling abilities
Technical Support
Key holder experience
Account management
Professional telephone demeanor
Creative problem solving
Time Management
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
Interests
Video games
Reading
Timeline
Tech Mahindra - Rogers Contract
Tech Mahindra
02.2024 - Current
Some College (No Degree) - Mobile Application Development
New Brunswick Community College
01.2020 - 04.2021
Interviewer
Numeris
09.2016 - 04.2019
Customer Service, Sales and Support
Roger’s communications
01.2016 - 06.2016
Customer Service
05.2014 - 10.2015
Computer Networking
Sir Sandford Fleming College
01.1994 - 05.1997
High School Diploma -
Adam Scott CVI
01.1986 - 06.1991
Customer Service Representative
Tech Mahindra, HBC
4 2019 - 02.2024