Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Marie Therese Dumonceaux

Calgary,AB

Summary

Secure a responsible career opportunity to fully utilize training and skills in customer service and satisfaction, while making a significant contribution to the success of the company and own personal values.

Overview

21
21
years of professional experience

Work History

Loyalty & Retention Representative

TELUS
06.2011 - 10.2023
  • Analyze products and service requirements that are mutually beneficial to clients and TELUS
  • Completed average of 30 inbound calls
  • Resolve customer complaints and escalations to reduce product cancellation through negotiation
  • Enhanced customer satisfaction by resolving issues promptly and professionally while engaging other departments
  • Accurately initiate and/or update service orders to ensure successful order fulfillment and Delivery with sign off to billing
  • Update CRM and other systems with accurate information
  • Participate in special Off Queue projects as required by department
  • Provide technical support for Smart Home Security, Home Phone, Internet, and TV inquiries remotely using different software programs
  • Coaching camp mentor for newly trained agents
  • Trained agents on new processes and procedures
  • Collaborated with Colleagues to update outdated documentation of process and procedures
  • Enhanced team collaboration through team meetings, fostering positive work environment for increased productivity

Client Analyst

Ivrnet Inc
01.2008 - 01.2010
  • Analyzed and assisted IVRNET executives in completing appropriate contractual Service Agreements with different Carriers
  • Sold Allstream Voice, Data, Internet, and Hosted Phone Products to a diverse portfolio of clients, building strong relationships
  • Managed all billing inquires and disputes for clients
  • Troubleshoot technical services issues to determine root cause of issues with services
  • Performed carrier billing analysis for TELUS, SHAW
  • Performed Accounts Receivable for third party billing
  • Streamlined reporting processes for improved efficiency and reduced turnaround time on client requests.
  • Assisted Office Manager with various office related duties

Project Coordinator /Implementation Manager

Shaw Business
01.2007 - 01.2008
  • Project Managed all Voice and Data applications for assigned business customers.
  • Established strong relationships with clients through consistent communication leading to repeat business and positive referrals.
  • Simplified application and resource provisioning process.
  • Worked with sales pre-implementation to ensure correct products for customers
  • Enhanced team collaboration through meetings, fostering a positive work environment for increased productivity
  • Reduced project completion time by optimizing scheduling, task allocation, and resource management.
  • Mitigated risks by proactively identifying potential issues and developing contingency plans for resolution.
  • Managed customer expectations with service delivery dates or order changes
  • Enhanced team performance by providing regular post-implementation, coaching, and mentoring to team members.
  • Established strong relationships with clients through consistent communication leading to repeat business and positive referrals.
  • Project Completion sign off to initiate billing using in-house systems

Project Coordinator

Bell Canada
01.2003 - 01.2007
  • SPOC for Eastern Primed Business Accounts.
  • Order provisioned complex voice applications such as Advanced Centrex, PRI, Digital Trunks, Business Lines, Voicemail applications, Long Distance and Toll Free.
  • Improved client satisfaction with timely updates and transparent communication throughout the project lifecycle.
  • Coordinated cross-functional teams to achieve seamless collaboration in achieving project objectives.
  • Ensured prompt resolution of any conflicts or obstacles encountered during the course of a project's execution phase and 48 hours after completion
  • Sign-off of project to initiate billing
  • Assisted team members with heavy workload and during vacation

Education

Graduate Certificate - Office Administration

Saskatoon Business College
Saskatoon, SK
08.1994

Skills

  • Microsoft Suite of products
  • Google Suite of products
  • CRM Knowledge - Sales Force
  • Proficient in various in-house Order, Billing, and Repair ticketing Systems
  • Netcracker, Nu-Remedy Knowledge
  • Advanced Interpersonal Skills
  • Advanced Organizational Skills
  • Advanced Customer Service and Call Center Skills
  • Excellent Communication and Telephone Etiquette
  • Excellent Conflict Resolution Techniques
  • Customer Retention Strategies

References

Dave Finnen

Team Manager, Client Care


TELUS Communication

04 TELUS Sky, 685 Center St, SW

Calgary, AB, T2G 1S5

(587)228-5346


Traci Cole

Director, Service Delivery and Planning


SHAW Business

100, 3636 23rd ST NE

Calgary, AB, T2E 8Z5

(403)536-7514


Audrey Van Aelst, P. Eng.

Director, A.L.L. Consulting Services Ltd

Box 8, Site 4, RR2

Okotoks, AB, T1S 1A2

(403)995-3413


Timeline

Loyalty & Retention Representative

TELUS
06.2011 - 10.2023

Client Analyst

Ivrnet Inc
01.2008 - 01.2010

Project Coordinator /Implementation Manager

Shaw Business
01.2007 - 01.2008

Project Coordinator

Bell Canada
01.2003 - 01.2007

Graduate Certificate - Office Administration

Saskatoon Business College

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Marie Therese Dumonceaux