Patrick Allen
LASALLE
Summary
Enthusiastic Senior Customer Service Representative with more than 20 years of customer service and order management experience adds value to business by providing outstanding customer service, engaging customers and building relationships with buyers. Exhibits strong command of company's customer service policies and remains well-trained in product knowledge to offer quick and accurate assistance to customers. Operates at high level to consistently meet or exceed business quality and productivity standards.
Overview
20
20
years of professional experience
Work History
Senior Customer Service Agent/Helpdesk
Shopper Plus Canada
10.2018 - 10.2025
- Respond to incoming calls, email and live chat from Canadian customers and answer queries regarding products, order status and user assistance with the website ordering process through 123ink.ca, Primecables.ca, and Shopperplus.ca
- Assist other agents with issues that present themselves during the work day
- Coordinate with other departments in the resolution of certain problems (tracking, credits, etc)
Customer Service Representative
Beyond The Rack
08.2017 - 10.2018
- Answer incoming calls, email and live chat from U.S. and Canadian customers and answer queries regarding products, order status and user assistance with the website ordering process.
Call Center Team Leader
AVEDA/Collega
08.2014 - 06.2017
- Assist the call center supervisor with implementing new procedures on the floor
- Be the person in authority when the supervisor is not available.
Guest Service Co-Ordinator
AVEDA/Collega
04.2013 - 08.2014
- Answer incoming calls and emails from guests to book appointments at the Aveda spa/salons
- Answer questions relating to Aveda and their products
- Prepare gift cards from online web orders
Customer Service Representative
Marchon Canada
12.2005 - 04.2013
- Answer incoming calls from U.S. optical labs, stores and opthamology departments and process orders for frames through AS 400 and SAP.
- Assist said customers with first level customer service questions (i.e: location of shipments, availability of certain products, etc)
Customer Service Trainer/Help Desk
Marchon Canada
07.2011 - 06.2012
- Teach new hires the necessary skills to work in the Customer Service Department. Included in training: SAP order entry and order inquiries, customer service soft skills, and extensive product knowledge.
- Assist management with up-training current staff with new procedures as necessary.
- Develop training tools, like hand-outs and training manuals.
- Answer calls from Customer Service Representatives to provide assistance with their own calls.
Customer Service Representative
Atelka Contact Solutions
05.2005 - 12.2005
- Assist incoming callers with their Fido pre-paid mobile phone accounts and minor first level technical support
Education
D.E.C - Social Sciences
Dawson College
Montreal, QC01.1993
Skills
- Windows
- MS Office
- Internet
- Chat support knowledge
- Basic networking
- People skills
- Communication skills
- Complaint handling
- Staff training
- Customer support
- Call center experience
- Live chat support
Languages
English
Native or Bilingual
French
Full Professional
Timeline
Senior Customer Service Agent/Helpdesk
Shopper Plus Canada
10.2018 - 10.2025
Customer Service Representative
Beyond The Rack
08.2017 - 10.2018
Call Center Team Leader
AVEDA/Collega
08.2014 - 06.2017
Guest Service Co-Ordinator
AVEDA/Collega
04.2013 - 08.2014
Customer Service Trainer/Help Desk
Marchon Canada
07.2011 - 06.2012
Customer Service Representative
Marchon Canada
12.2005 - 04.2013
Customer Service Representative
Atelka Contact Solutions
05.2005 - 12.2005
D.E.C - Social Sciences
Dawson College
Interests
- Creative writing
- Reading
- Movies
- Computers
- Sports (watching)
- Social games (video/PC and tabletop)