Summary
Overview
Work History
Education
Skills
References
Interests
Languages
Languages
Timeline
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Marie Ake

Marie Ake

Vancouver,BC

Summary

Diligent Analyst, brings top skills in customer service, data entry and conflict resolution. Recognized for resolving customer complaints with integrity and professionalism to maintain customer satisfaction and retention. Motivated team player committed to contributing to company success goals.

Overview

17
17
years of professional experience

Work History

CUSTOMER SERVICE SPECIALIST

Sage Software
Richmond, BC
08.2022 - Current
  • Acted as Principal when needed providing coaching and training to team
  • Helped customers open accounts, make deposits, update information and carry out range of routine actions.
  • Worked as a risk team Analyst to prevent/recover client, victims of Fraud
  • Updated and/or Wrote service’s Knowledge base articles to documents new procedural Practice at sage
  • Trained new hires on products and services, best practices and protocols to reduce process gaps.

CUSTOMER SUPPORT ANALYST

Sage Software
Richmond, BC
05.2021 - 08.2022
  • Worked with dedicated data repair team and senior technicians to troubleshoot Sage Remote Data Access functionality and migration to cloud.
  • Product Mentor, assisting in new hires Training.
  • Troubleshot, resolved or escalated technical issues based on individual customers' needs.
  • Answered support calls and emails from corporate customers needing assistance with Sage 50 and Customer Portal.
  • Maintained positive working relationship with fellow staff and management.

CUSTOMER SERVICE ASSOCIATE

Sage Software
Richmond, BC
10.2017 - 05.2021
  • Organized and prioritized tasks and activities and worked within strict timeframes and deadlines.
  • Acted as Team Principal when needed providing coaching and training to team
  • Called customer regarding NPS Score
  • Provided Webinar to assist customer regarding different part of our product and support.
  • Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.

CUSTOMER SUPPORT ASSOCIATE

Kelly services
Vancouver, BC
10.2016 - 10.2017
  • Set up and activated customer accounts.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.

OFFICE ADMINISTRATOR

Faith Dominion Ministry
, Surrey
07.2016 - 09.2016
  • Found new clients, met clients to determine their needs, found housing or shelter for clients
  • Interacted professionally with customers and inside personnel, answering questions and responding to phone and email inquiries.
  • Replenished office supplies, placing new orders for restocking to maintain inventory.
  • Created memos, letters and other documents, fostering internal and external communication.

ADMINISTRATOR

Immobilier Ake, Cote d’Ivoire
09.2009 - 03.2014
  • Found new clients,
  • Supervised construction workers,
  • Provided general office administration tasks.
  • Maintained positive working relationship with fellow staff and management.

OFFICE ASSISTANT

TUNISIAN COMPANY OF ELECTRICITY AND GAS
Tunis, Tunisia
08.2008 - 08.2009
  • Assisted the Human Resources and Legal Affairs Department in the promotion of career development for the company employees.
  • Answered phone calls and welcomed visitors to office.
  • Organized files, developed spreadsheets, faxed reports and scanned documents to improve organizational workflow.

ASSISTANT TO LAW CLERK

Cabinet Damien, d’Ivoire
09.2006 - 11.2006
  • Assisted legal staff with collation and organization of case documentation and administrative tasks.
  • Developed organization systems for filing contracts, agreements, court documents, legal records, reports and agendas.
  • Drafted legal pleadings, motions and dismissals for closed cases.
  • Conducted client meetings to discuss and gather key information necessary for upcoming depositions and arbitrations.

Education

DESIGN DIPLOMA -

The Art Institute of Vancouver
03.2016

MASTER - HUMAN RESOURCE MANAGEMENT

Time University
06.2009

MASTER BUSINESS LAW -

IBN Khaldoum University
08.2008

BACHELOR - LAW

UNIVERSITE LIBRE
06.2007

TUNISIA DESIGN DIPLOMA -

06.2007

Skills

  • Excel, Word, Sage 50, SAP/Fusion
  • Problem Resolution
  • Customer Relationship Management (CRM)
  • Call Centers
  • Good Communication Skills
  • Customer Service

References

Reference will be available upon request.

Interests

VOLUNTEER WORK , Member | Sage Foundation |October 2017-Now President | Action by Christians Against Torture | October 2000-May 2002 Secretary | Junior Achievement | October 1999-June 2001

Languages

  • Bilingual (French and English)

    • Languages

    English
    Full Professional
    French
    Native/ Bilingual

    Timeline

    CUSTOMER SERVICE SPECIALIST

    Sage Software
    08.2022 - Current

    CUSTOMER SUPPORT ANALYST

    Sage Software
    05.2021 - 08.2022

    CUSTOMER SERVICE ASSOCIATE

    Sage Software
    10.2017 - 05.2021

    CUSTOMER SUPPORT ASSOCIATE

    Kelly services
    10.2016 - 10.2017

    OFFICE ADMINISTRATOR

    Faith Dominion Ministry
    07.2016 - 09.2016

    ADMINISTRATOR

    Immobilier Ake, Cote d’Ivoire
    09.2009 - 03.2014

    OFFICE ASSISTANT

    TUNISIAN COMPANY OF ELECTRICITY AND GAS
    08.2008 - 08.2009

    ASSISTANT TO LAW CLERK

    Cabinet Damien, d’Ivoire
    09.2006 - 11.2006

    DESIGN DIPLOMA -

    The Art Institute of Vancouver

    MASTER - HUMAN RESOURCE MANAGEMENT

    Time University

    MASTER BUSINESS LAW -

    IBN Khaldoum University

    BACHELOR - LAW

    UNIVERSITE LIBRE

    TUNISIA DESIGN DIPLOMA -

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