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, ONSkills
- 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