Summary
Work History
Education
Skills
Languages
Timeline
Generic

Melissa Arsenault

Moncton,NB

Summary

Dynamic bilingual professional with extensive experience in customer service and technical support, notably at Rogers Communications. Excelled in complaint handling and technical troubleshooting, enhancing customer satisfaction and loyalty. Demonstrated adaptability and superior communication skills, achieving high first-call resolution rates. Proven track record in improving service delivery through effective problem resolution and quality assurance.

Work History

Customer Care Representative

SYKES
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Managed high call volume with exceptional professionalism and efficiency.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Assisted call-in customers with questions and orders.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.

Customer Service Representative

Aditya Birla Minacs
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.

Technical Support Representative

Rogers Communications
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
  • Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
  • Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
  • Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
  • Used ticketing systems to manage and process support actions and requests.
  • Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
  • Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.

Technical Support Representative

AOL Time Warner
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
  • Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
  • Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
  • Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.

Education

Executive Administration - Business Administration And Management

CompuCollege
Moncton, NB
10.2006

Skills

  • Bilingual
  • Inbound customer service
  • Data entry
  • Call center experience
  • Complaint handling
  • Problem resolution
  • First call resolution
  • Conflict mediation
  • Appointment scheduling
  • Documentation and reporting
  • Active listening
  • Adaptability and flexibility

Languages

French
Native or Bilingual
English
Native or Bilingual

Timeline

Customer Care Representative

SYKES

Customer Service Representative

Aditya Birla Minacs

Technical Support Representative

Rogers Communications

Technical Support Representative

AOL Time Warner

Executive Administration - Business Administration And Management

CompuCollege

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Melissa Arsenault