Quincy Francois
Montréal,QC
Summary
Experienced Bilingual Information Specialist and Customer Service Advisor with 10+ years of expertise in data verification, client relations, and operational efficiency. Demonstrated ability to handle large volumes of information with precision, compliance, and confidentiality. Fluent in English, French, and Creole, enabling effective communication with diverse individuals. Proven track record of process improvement and surpassing performance targets in dynamic environments.
Overview
11
11
years of professional experience
18
18
years of post-secondary education
1
1
Certification
3
3
Languages
Work History
INFORMATION SPECIALIST (BILINGUAL)
ISB Global
Montreal, Quebec
10.2023 - Current
- Process 50+ daily police, fire, and ambulance reports across Canada, ensuring 99% accuracy and meeting client deadlines
- Collaborated with external vendors to gather essential data, such as police report numbers and license plates, improving data retrieval efficiency by 20%
- Verified consent forms, addresses, and personal details, maintaining a 99% accuracy rate in report releases
- Ensured compliance with privacy laws and protected sensitive client data
- Delivered detailed reports under tight deadlines, exceeding client expectations for quality and timeliness
CUSTOMER RELATIONS ADVISOR
Desjardins
Montreal, Quebec
04.2020 - 05.2023
- Managed support for 80+ clients daily in both French and English, consistently achieving a 95% satisfaction rating
- Identified client needs and recommended relevant financial products, leading to a 10% increase in cross-sell conversions over six months
- Streamlined account transactions and issue resolution, reducing average handling time by 15%
- Increased electronic banking adoption by 30% by promoting digital banking solutions
- Fostered long-term relationships with clients, contributing to a 12% improvement in client retention
DISPATCHER, ALARM SYSTEMS
Stanley Security
Montreal, Quebec
05.2018 - 10.2020
- Managed over 50 daily dispatches for alarm installations and repairs, ensuring technicians were dispatched promptly and service delivery was met on time
- Responded to urgent alarm signals, maintaining a 99% on-time response rate and minimizing client wait times
- Conducted quality checks on new installations, identifying and resolving issues, leading to a 15% reduction in error rates
- Maintained comprehensive service request records, improving billing accuracy and ensuring timely follow-ups with clients
CUSTOMER ADVISOR
Shaw Direct
Montreal, Quebec
09.2016 - 03.2018
- Resolved 60+ customer inquiries daily, including technical and billing issues, with a 90% first-call resolution rate
- Assisted clients with account setup, updates, and troubleshooting, contributing to a 5% upsell success rate
- Worked cross-functionally with sales and technical teams to improve service delivery and enhance customer satisfaction, increasing satisfaction scores by 10%
REPRESENTATIVE, CUSTOMER SERVICE
Koodo Campaign
Montreal, Quebec
03.2014 - 07.2016
- Managed over 100 client accounts, addressing billing and technical issues with 98% accuracy in data updates
- Performed regular audits to identify system discrepancies, improving data accuracy by 10%
- Consistently ranked among the top 10% for customer satisfaction, supporting team goals and driving overall performance
Education
Diplôme Professionnel - Course Completed
Pius Business Centre
Montréal, QC 05.2001 - 01.2019
Skills
- Client Support & Communication (B2C, B2B)
- Data Research & Verification (Accuracy and Error Reduction)
- Bilingual Communication (English/French)
- Vendor Coordination
- Privacy Compliance & Data Security
- Advanced Microsoft Office (Word, Excel, Access, PowerPoint)
- Sage 50
- Process Optimization & Efficiency
Certification
Security License, Montreal Elite Security School, Montréal, QC, 01/01/23
Timeline
INFORMATION SPECIALIST (BILINGUAL)
ISB Global
10.2023 - Current
CUSTOMER RELATIONS ADVISOR
Desjardins
04.2020 - 05.2023
DISPATCHER, ALARM SYSTEMS
Stanley Security
05.2018 - 10.2020
CUSTOMER ADVISOR
Shaw Direct
09.2016 - 03.2018
REPRESENTATIVE, CUSTOMER SERVICE
Koodo Campaign
03.2014 - 07.2016
Diplôme Professionnel - Course Completed
Pius Business Centre
05.2001 - 01.2019
Security License, Montreal Elite Security School, Montréal, QC, 01/01/23
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