Misha Estève
Customer Experience Specialist
Montreal
Summary
Dynamic and results-driven professional with a proven track record at Prehos and Turbulent, where I enhanced customer satisfaction through expert technical support and effective problem-solving. With strong computer skills and a collaborative approach, I excel in organizational development and workforce planning, leading to significant improvements in service quality and team performance. As an accomplished Customer Experience Agent, I have extensive experience delivering top-notch service in challenging environments. I build strong relationships with customers, analyze their needs, and resolve complaints efficiently, all while demonstrating excellent communication and problem-solving abilities.
Overview
10
10
years of professional experience
Work History
Customer Experience Agent
Prehos
03.2024 - Current
- Enhanced user experience by providing timely and effective tech support to users.
- Leveraged data analytics tools to monitor trends in tech support requests, using findings to proactively address common issues and improve overall customer experience.
- Conducted regular reviews of internal processes, identifying areas for continuous improvement within the tech support team.
- Assisted in the development of standard operating procedures to ensure consistent service quality across all cases handled by the tech support team.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Technical Support
Turbulent
10.2020 - 03.2024
- Increased customer satisfaction, providing timely technical support and resolving product issues.
- Provided exceptional technical support for end-users, ensuring minimal downtime of critical systems.
- Provided technical support for troubleshooting analytics and reporting issues.
- Assisted customers in navigating company website and improving overall user experience.
- Communicated with management when customer issues escalated and worked to find resolutions.
Product Support Specialist
Ticketmaster Canada
11.2017 - 10.2020
- Resolved technical issues for clients through effective troubleshooting and problem-solving techniques.
- Enhanced customer satisfaction by providing timely and accurate product support.
- Developed expertise in multiple products within the company portfolio, becoming a go-to resource for colleagues seeking guidance on specific features or functionalities.
- Optimized workflows by identifying areas for improvement in existing processes and implementing changes accordingly.
Customer Service Supervisor
Ticketmaster Canada
07.2014 - 11.2017
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
Education
Microprogramme - User Experience Design
HEC Montréal
Montreal, QC 05.2001 -
Formation - Design Thinking And UX Design
Collège De Maisonneuve
Montreal, QC 05.2001 -
Certificat - Arts And Sciences
Université De Montréal
Montreal, QC 05.2001 -
Skills
Technical Support
Computer Skills
Teamwork and Collaboration
Error resolution
Training facilitation
Workforce Planning
Organizational Development
Languages
French
Native or Bilingual
English
Full Professional
Timeline
Customer Experience Agent
Prehos
03.2024 - Current
Technical Support
Turbulent
10.2020 - 03.2024
Product Support Specialist
Ticketmaster Canada
11.2017 - 10.2020
Customer Service Supervisor
Ticketmaster Canada
07.2014 - 11.2017
Microprogramme - User Experience Design
HEC Montréal
05.2001 -
Formation - Design Thinking And UX Design
Collège De Maisonneuve
05.2001 -
Certificat - Arts And Sciences
Université De Montréal
05.2001 -
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