Summary
Overview
Work History
Education
Skills
Languages
Additional Information
Timeline
Generic

Matthew Duhamel

Barrie,ON

Summary

Accomplished Customer Experience Agent with extensive experience providing quality services in challenging environments. Establishes relationships with customers, analyzes customer needs and resolves complaints. Possesses excellent communication and problem-solving skills. Knowledgeable and dedicated customer service professional with extensive experience in Marine industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

3
3
years of professional experience

Work History

Customer Experience Agent

Legend Boats
09.2023 - Current
  • Enhanced customer satisfaction by addressing and resolving inquiries promptly and professionally.
  • Reduced response time for customer queries by implementing effective communication strategies.
  • Improved first call resolution rates with thorough product knowledge and efficient problem-solving skills.
  • Streamlined workflows, consistently meeting or exceeding performance metrics for quality and efficiency.
  • Provided personalized support to customers, tailoring solutions according to their unique needs and preferences.
  • Managed high-volume calls while maintaining exceptional standards of professionalism and accuracy.

Service Advisor

Legend Boats
04.2021 - 09.2023
  • Enhanced customer satisfaction by providing timely and accurate service recommendations.
  • Streamlined appointment scheduling for improved efficiency and increased daily appointments.
  • Reduced wait times with efficient coordination of service tasks among technicians.
  • Increased repeat business, establishing rapport and trust with customers through attentive listening and clear communication.
  • Maintained detailed records of services performed, ensuring accuracy in billing and warranty claims processing.
  • Collaborated with parts department to expedite necessary repairs, minimizing downtime for customers'' vehicles.

Education

Bachelor of Arts - History

Nipissing University
North Bay, ON

Skills

  • Upselling
  • Call Control
  • Trend Monitoring
  • Order Processing
  • Customer Service
  • De-Escalation Techniques
  • Customer Relations
  • Complaint Handling
  • Conflict Management
  • Product and service knowledge
  • Computer Skills

Languages

English
Professional Working

Additional Information

Extensive computer knowledge, both in hardware and software, as well as always being the first person to volunteer for assignments and initiatives.

Timeline

Customer Experience Agent

Legend Boats
09.2023 - Current

Service Advisor

Legend Boats
04.2021 - 09.2023

Bachelor of Arts - History

Nipissing University
Matthew Duhamel