Melany Mondor
Montreal,QC
Summary
Motivated savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking and technical support procedures. Skilled in identifying and resolving complex technical problems. Extensive experience in the telecommunications sector and customer service. Troubleshoots highly technical, complex issues with ease and patience. Strong communication and interpersonal skills for providing superior service.
Overview
16
16
years of professional experience
Work History
Help Desk Specialist
BellMTS
01.2013 - 05.2024
- Worked with customers, and businesses to identify and troubleshoot issues and find solutions. (hardware, software, infrastructure)
- Used ticketing systems to manage and process support actions and requests.
- Utilized software for remote support to demonstrate the function of GUIs, and install software to offer a simple and user-friendly experience.
- Diagnosed and troubleshot hardware, software, domain email and network issues.
- Managed high levels of call flow of above 50 calls per day.
- Delivered prompt web chat support handling 2 chats at a time as well as email correspondence.
- Responded to customer needs with empathy and compassion.
- Competent with Windows and Apple operating systems.
- Knowledgeable with G Suite.
Learning and Development Educator
BellMTS
04.2016 - 08.2016
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Implemented new training courses after assessing corporate data and identifying employee weaknesses.
- Developed lesson plans, instructional materials and written practice tests for wireless and internet training courses.
- Provided coaching and mentoring to employees.
- Utilized variety of instructional design methodologies to create effective learning experiences.
- Trained over 25 new hires and existing employees.
Sales and Service Representative
BellMTS
05.2012 - 01.2013
- Sold all lines of business with a consultative approach (Wireless, TV, Home Phone, Internet).
- Provided excellent customer care by responding to requests,assisting with product selection and handling ordering functions.
- Exceeded sales targets outlined monthly for each channel product.
- Resolved concerns with products or services to help with retention and drive sales.
- Navigated multiple computer systems and applications to find information utilizing CRM software.
- Followed PCI compliance with payment processing
- Negotiated payment arrangements
Department Supervisor With Keys
Mark's
08.2010 - 02.2011
- Supervised associates by providing direction and instruction for stocking shelves, rotating stock, and receiving deliveries.
- Trained new staff on job duties, company policies, and safety procedures for rapid onboarding.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Answered questions about store policies and addressed customer concerns including product returns and customer escalations.
- Assisted with team responsibilities by cleaning, managing cash registers, and product merchandising.
- Met sales targets consistently for each shift by positively engaging customers and delivering high levels of service.
Accounts Receivable and Credit Representative
The North West Company
04.2008 - 07.2010
- Answered incoming customer calls and questions regarding invoices.
- Analyzed creditworthiness of loan applicants and determined credit risk of loan requests.
- Made decisions and recommendations about extending lines of credit.
- Investigated and resolved customer disputes related to credit decisions.
- Negotiated payment plans and loan terms with delinquent customers.
Education
High School Diploma -
Windsor Park Collegiate
Skills
- Customer Service Expert
- Multitasking
- Empathy
- Relationship Building
- User Training/Support
- Complex Problem-Solving
- Technical Service Support
- Technical Documentation
- Application support
Languages
English
Native or Bilingual
French
Elementary
Timeline
Learning and Development Educator
BellMTS
04.2016 - 08.2016
Help Desk Specialist
BellMTS
01.2013 - 05.2024
Sales and Service Representative
BellMTS
05.2012 - 01.2013
Department Supervisor With Keys
Mark's
08.2010 - 02.2011
Accounts Receivable and Credit Representative
The North West Company
04.2008 - 07.2010
High School Diploma -
Windsor Park Collegiate
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