Summary
Overview
Work History
Education
Skills
Languages
Summary
Timeline
CustomerServiceRepresentative

Meddgine Metellus

North York,ON

Summary

Experienced Bilingual Customer Service Representative with a proven track record of efficiently resolving customer complaints and issues. Skilled in maintaining composure in fast-paced call center environments. Demonstrated expertise in providing exceptional Bilingual Customer Service for various companies in both French and English, with over 10 years of experience. Additionally, has 3 years of experience in the Telecommunications industry and exposure to working with electronics. Possesses outstanding communication and interpersonal skills enabling delivery of optimal customer service. Excellent written and verbal communication abilities in both French and English. Proficient in Microsoft Word, Excel, PowerPoint, Outlook, as well as basic applications for Access and Simply Accounting. Analytical with strong problem-solving skills to address customers' issues or complaints professionally and promptly. Adept at handling multiple tasks and thriving on new challenges. Consistently delivers exceptional results whether working independently or as part of a team.

Overview

19
19
years of professional experience

Work History

Customer Service Representative

Teleperformance
10.2016 - 02.2025
  • Responded to customer inquiries regarding appliance orders and delivery dates in French and English.
  • Assisted customers with delivery issues, and helped reschedule or cancel delivery.
  • Transferred customers appropriate department
  • Contacted vendors on behalf of customer for cancellation of replacement of appliance when damaged
  • Handled escalation calls or emails from customers.
  • Follow up with vendors or carriers either by phone or emails in a timely manners
  • Handled order cancellations and refund when possible
  • Handled customer inquiries about their accounts and their rewards
  • Assisted customers with logging to their accounts
  • Reset customer's password when required
  • Asked probing questions to determine service needs and accurately input information into electronic systems
  • Documented conversations with customers to track requests, problems and solutions

Customer Service Representative

Answernet Telepartners
11.2012 - 02.2017
  • Answered telephone for various companies and services from customers across North America, especially from customers in Quebec
  • Provided customer service following company policies and procedures
  • Transferred calls and dispatched messages to appropriate party
  • Booked and cancelled appointments for the office
  • Performed Shift Leader duties by ensuring that messages are being dispatched properly, accounts are updated, replied to emails and handle complaints
  • Monitored, evaluated all calls, follow up with agents and provide feedback and coaching in areas needed
  • Training new and existing agents, making sure that agents know and understand every account
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor

Call Centre Associate

GTECH
08.2014 - 07.2016
  • Handled customer requests via email, live chat and telephone in both French and English
  • Dealt with online players mainly from Quebec and British Columbia
  • Informed and instructed players about current promotions
  • Assisted players with connection and game issues
  • Informed players about games and game rules
  • Record all necessary information into computerized database

Customer Service Representative

SP Data
04.2011 - 03.2012
  • Contacted mobile customers using prepaid service to offer postpaid service
  • Contacted customer who are contract to renew their contract
  • Update customers account information
  • Performed credit verification on customer to verify eligibility for service
  • Activated and programmed customer phone
  • Updated sales sheet after sale

Customer Care Agent

Simpro Solutions
02.2009 - 03.2011
  • Handled bilingual customers' inquiries, and complaints on products and services provided by ACN Communications
  • Troubleshot ACN products and services for home phone and internet services to meet customer satisfaction
  • Processed credit card or debit payments via phone
  • Trained new Team Members with training materials on customer service techniques, product and service knowledge
  • Monitored, evaluated calls and provided feedback to managers
  • Provided positive and constructive feedback to agents
  • Provided one on one coaching to agents on areas where needed to improve
  • Worked with the agents to come up with ways to improve on their calls

Telephone Interviewer

Gravity Wave
07.2008 - 01.2009
  • Conducted interviews with people throughout Canada on a variety of topics customer service, household and electronics products in French and English
  • Obtained participant consent to release information to the parties involved pertaining to their answer on the surveys conducted
  • Requested for participant addresses, names, purchases or reactions of requested prospects to follow up or send information package

Technical Support Representative

Minacs Worldwide
12.2007 - 07.2008
  • Provided customers with information and technical support for universal remote control products and services through inbound calls in both French and English
  • Assisted customers with the efficient use of application and product through reprogramming and troubleshooting
  • Obtained customers personal and purchase information for warranty purposes and record keeping
  • Worked with customers, help desk agents and technical team members to resolve technical issues
  • Handled incoming calls from clients based in US and other parts of the world to assist customer with the programming and application of the universal remote control
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support

Customer Service Agent / Ticket Agent

Greyhound Canada
02.2006 - 01.2007
  • Attended to phone and in-person customer service to deal with complaints such as missed bus, wrong schedule, prices and late departure/arrival
  • Provided information to customer relating to pricing, scheduling and general information in both official languages French and English
  • Responsible for balanced cash draw at end of shift; completed daily sales report to record amount deposited during shift, total sales and refunds

Education

Administrative Assistant Certificate -

Ottawa Technical Learning Centre
Ottawa, ON
01.2002

Personal Support Worker Diploma -

Algonquin College
Ottawa, ON
01.2000

Skills

  • Report creation
  • Credit card payment processing
  • Clerical support
  • Call center experience
  • Office equipment proficiency
  • Problem-solving abilities
  • Quality assurance controls
  • Technologically savvy
  • Troubleshooting
  • Microsoft Office expertise
  • Customer relations

Languages

English
Full Professional
French
Native or Bilingual

Summary

To obtain a position as a Bilingual Customer Care Agent., Bilingual Customer Service Representative with proven ability to quickly and effectively resolve complaints and issues., Well-trained and composed in busy call center settings., Over 10 years of experience in providing Bilingual Customer Service for various companies in both French and English., 3 years of experience in the Telecommunications industry., Some experience in working with electronics., Outstanding communication and interpersonal skills to provide optimal customer service., Excellent written and verbal communication skills in both French and English., Proficient in Microsoft Word, Excel, PowerPoint, Outlook and basic application for Access and Simply Accounting., Analytical and problem solving skills to resolve customers' issues or complaints in a professional and timely manner., Ability to handle multiple tasks and take on new challenges., Enjoy working independently or as part of a team.

Timeline

Customer Service Representative

Teleperformance
10.2016 - 02.2025

Call Centre Associate

GTECH
08.2014 - 07.2016

Customer Service Representative

Answernet Telepartners
11.2012 - 02.2017

Customer Service Representative

SP Data
04.2011 - 03.2012

Customer Care Agent

Simpro Solutions
02.2009 - 03.2011

Telephone Interviewer

Gravity Wave
07.2008 - 01.2009

Technical Support Representative

Minacs Worldwide
12.2007 - 07.2008

Customer Service Agent / Ticket Agent

Greyhound Canada
02.2006 - 01.2007

Administrative Assistant Certificate -

Ottawa Technical Learning Centre

Personal Support Worker Diploma -

Algonquin College

Similar Profiles

CREATE PROFILE
Meddgine Metellus