Rikkilee Bourdon
Surrey,BC
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
11
11
years of professional experience
Work History
Learning Specialist
Telus, Inc.
03.2018 - 08.2022
- Documented student behaviors, interventions, and outcomes to enable management to address pertinent issues.
- Delivered personalized educational, behavioral, and emotional support to individual students to enable positive learning outcomes.
- Set up visual aids, equipment, and classroom displays to support delivery of training materials.
- Prepared instructional materials for group and one-on-one use to comply with established curriculum.
- Collaborated with subject matter experts within the organization and externally to create training materials and job aids.
- Created training programs for 0, 411,711, and 911
Quality Coach
TELUS Operator Services
09.2011 - 03.2018
- Audit and coach frontline and escalations nationwide on performance and quality initiatives
- Support IP relay, Relay, Directory assistance and toll services
- Conduct one on one coaching sessions
- Recognition and Engagement prime – supporting planning and budgeting for Team engagement events
- Facilitate initial training and capstones to newly hired and tenured agents in a unionized environment.
- Established and tracked quality department goals and objectives.
- Determined quality department standards, practices, and procedures.
- Applied coaching techniques and tools to support managers and team members in improving performance.
- Monitored staff organization and suggested improvements to daily functionality.
- Evaluated interactions between associates and customers to assess personnel performance.
- Excellent communication skills, both verbal and written.
- Developed and maintained courteous and effective working relationships.
- Skilled at working independently and collaboratively in a team environment.
- Gained strong leadership skills by managing projects from start to finish.
Customer Service Agent
TELUS Operator Services
- Handled escalated calls from frontline agents globally
- Supported services such as directory assistance, toll operators, radio, relay, corporate switchboard
- Engaged with customers – quick and accurate interactions
- Entered customer interaction details in sales system to track requests, document problems, and record solutions offered.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adapted to new applications and maintained knowledge of current technologies.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
COS Agent
TELUS Operator Services
01.2007
- Answered frontline calls supporting Directory assistance, toll services and Relay for the deaf and hard of hearing
- Peer support and engagement team prime
Education
Leadership
Justice Institute of British Columbia
New Westminster, BC04.2019
Skills
- Information Verification
- Call Control
- Documentation And Reporting
- Customer Service
- Customer Relationship Management (CRM)
- Empathetic and genuine
- Customer Complaint Resolution
- Outstanding communication skills
- Problem Resolution
- Microsoft Office Suite proficiency
Experience Highlights
- Work daily to ensure corporate initiatives are met at the frontline and escalation level. Consistently meet aggressive targets and support a business unit that is a leader in the industry and industry indexes.
- Work with a team to support new and weaker agents in reaching and maintaining targets. Demonstrating one on one coaching techniques and team organization.
- Promote and coach quality and efficiency as a Quality Coach - supporting agents in achieving corporate KPIs. Provide one on one coaching based on individual performance. Working as a management professional in a unionized environment.
- Demonstrate time management with supporting agents nationally – work with a remote team requiring careful planning and flexibility. Audit 300 + calls monthly
- Exceed monthly and yearly targets on tight deadlines
- Created and facilitated core training. Demonstrating time management, facilitation and analytical skills. Created presentations and tracking and recognition programs.
- Utilized time management and organizational skills with my colleagues in successfully integrating new agents into the office supporting the management team globally.
- Demonstrating the ability to multitask and a quick and concise manner and identify agents in need of more coaching.
- Performed at a high-level as an operator. Average 90%+ call quality on remote calls. Demonstrating an attention to detail and ability to meet and exceed targets.
- As a customer service agent I assisted agents in searches and procedures and handle escalated calls in a professional manner. Indicative of an ability to work in a fast paced and dynamic environment with little supervision.
Qualifications Summary
Familiar with fast paced and dynamic work environment. Confident and poised in communications with peers and superiors. Capable of working in a flexible environment. Capabilities include:
Work daily in Excel, One Note, Outlook & Word.
Power Point Level 2 Certified
Customer Service
Capable of self-learning – hands on.
Preform performance audits.
Trained in facilitation, coaching, presentation and meeting skills.
Problem Solving.
Capable of multitasking and time management.
Working on a team and as an individual.
References
Tricia Ellingsen, 604-258-8804
Timeline
Learning Specialist
Telus, Inc.
03.2018 - 08.2022
Quality Coach
TELUS Operator Services
09.2011 - 03.2018
COS Agent
TELUS Operator Services
01.2007
Customer Service Agent
TELUS Operator Services
Leadership
Justice Institute of British Columbia
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