Nicholas Baroud
Gatineau
Summary
A talented leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly, with a proven commitment to employee training. Hardworking team player, bringing the necessary experience and knowledge to tackle any operational demand.
Overview
8
8
years of professional experience
Work History
IT-01 Service Desk
ECCC
08.2024 - Current
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Maintained high-quality service standards by adhering to established processes and guidelines.
- Provided exceptional support to end-users, addressing their concerns with empathy and professionalism.
- Managed critical incidents, coordinating with various teams to ensure timely resolution and minimal business impact.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
Team Leader
Casino Du Lac-Leamy
07.2021 - 04.2024
- Established open and professional relationships with team members to achieve quick resolutions for various issues
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards
- Mentored and guided employees to foster proper completion of assigned duties
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers
- Monitored workflow to improve employee time management and increase productivity
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts
Cell Phone Sales Representative/Supervisor
Videotron
02.2019 - 03.2021
- Listened to customer needs and desires to identify and recommend optimal products
- Processed sales transactions accurately and efficiently, including contract signings and payment processing
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Reached out to customers after completed sales to suggest
Call Center Agent
Bell Canada
01.2017 - 02.2019
- Adhered to company policies and scripts to consistently achieve call-time and quality standards
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
Education
Bachelor of Science - Computer Science
Carleton University
Ottawa, ON04.2027
College Diploma - Programming
Algonquin College
Ottawa, ON04.2024
High School Diploma -
Duversant
Gatineau, QC06.2015
Skills
- Solution-oriented professional
- Helpdesk services
- Advanced in Microsoft Office 365
- Desktop Technical Support
- Programming Languages
Languages
English
French
Arabic
Timeline
IT-01 Service Desk
ECCC
08.2024 - Current
Team Leader
Casino Du Lac-Leamy
07.2021 - 04.2024
Cell Phone Sales Representative/Supervisor
Videotron
02.2019 - 03.2021
Call Center Agent
Bell Canada
01.2017 - 02.2019
College Diploma - Programming
Algonquin College
High School Diploma -
Duversant
Bachelor of Science - Computer Science
Carleton University
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