Summary
Overview
Work History
Skills
Certification
Timeline
Generic

Gregory Lacroix

Burlington,ON

Summary

Goal-oriented Bilingual Customer Service representative with 6 years of experience in leadership roles. Detail focused and driven to help employees succeed in meeting and exceeding team goals. Proven ability to handle difficult customer situations with empathy and professionalism. Strong communication and problem-solving skills, with a focus on providing exceptional service.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Customer Service Team Leader

Essity Canada
07.2024 - Current
  • Resolve customer complaints and escalations while prioritizing customer experience and satisfaction.
  • Conduct monthly 1-on-1 coaching with team members, including constructive feedback and areas of improvement.
  • Train and supervise a team of six customer service representatives in providing quality service to customers.
  • Train our custom lymphedema compression garment fitters how to use our e-shop ordering platform.

Bilingual Customer Service Representative

Essity Canada
06.2023 - 07.2024
  • Enhance customer satisfaction by addressing and resolving phone call inquiries in both English and French languages.
  • Accurately and efficiently process customer orders via email, e-shop and fax for both English and French-speaking customers.
  • Prepare and issue customer returns and credit requests.
  • Review and process customer defective material claims.
  • Provide guidance to fitters with material recommendations for complex lymphedema cases, ensuring optimal patient care and satisfaction.

Customer Service Manager

ND Graphics Inc.
03.2016 - 12.2022
  • Resolved customer issues while prioritizing customer experience and satisfaction.
  • Focused on providing constructive feedback with team members to maximize customer retention.
  • Trained new customer service representatives on standard operating procedures, product knowledge and customer service techniques.
  • Assumed ownership over team productivity and managed the balance of workflow to meet quality service goals.
  • Created a complete Lessonly Customer Service Onboarding Program for new employees.
  • Trained and coached customer service team members through a company wide ERP transition from Tecsys' Pointforce to Epicor's P21 distribution software.
  • Conducted regular analysis of daily, monthly, and yearly performance data for branches across the country.
  • Approved and processed all RMA's and credits.

Bilingual Customer Service Representative

ND Graphics Inc.
07.2011 - 02.2016
  • Accurately and efficiently processed customer orders via email, live chat, and phone for both English and French-speaking customers, while effectively multitasking and maintaining organized workflows.
  • Answered up to 90 calls per day in a busy, fast-paced office for both English and French-speaking customers.
  • Prepared customer return request and credit for approval.
  • Reviewed and processed customer defective material claims.
  • Achieved high level of customer satisfaction through implementing tailored solutions such as worldwide expedited orders and alternative product recommendations.
  • Conducted yearly audits of both physical inventory and inventory records, verifying the accuracy of the system data.

Bilingual Customer Service Representative

Ricoh Canada
07.2008 - 05.2011
  • Answered up to 100 calls per day in a busy, fast-paced office for both English and french-speaking customers.
  • Processed customer requests for a service call on their office printers.
  • Dispatched technicians to the service call while keeping the customer informed with a predicted timeline of the repair.
  • Coordinated delivery of supplies required to perform repairs.
  • Logged technicians hours and supplies used once the service call was complete.

Skills

  • Thrive in team environments
  • Fully bilingual, French & English
  • Experienced customer service leader with excellent problem solving skills
  • Attention to detail
  • Strong phone and email etiquette
  • Building customer trust and loyalty
  • Handling escalations
  • Workflow management
  • Strong organizational and team prioritization skills

Certification

  • Certified Standard First Aid & CPR, Canadian Red Cross - 2022

Timeline

Customer Service Team Leader

Essity Canada
07.2024 - Current

Bilingual Customer Service Representative

Essity Canada
06.2023 - 07.2024

Customer Service Manager

ND Graphics Inc.
03.2016 - 12.2022

Bilingual Customer Service Representative

ND Graphics Inc.
07.2011 - 02.2016

Bilingual Customer Service Representative

Ricoh Canada
07.2008 - 05.2011

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Gregory Lacroix