Scott Laplante
Peterborough,ON
Summary
Proven track record in enhancing customer satisfaction and loyalty, demonstrated at ContactPoint 360 through exceptional problem-solving and relationship-building skills. Skilled in Remote Desktop Services and adept at handling customer complaints, ensuring swift resolutions. Achieved significant improvements in customer service delivery by leveraging effective communication and technical abilities.
Overview
18
18
years of professional experience
Work History
Remote Customer Service
ContactPoint 360
04.2021 - Current
- Demonstrated exceptional problem-solving skills, quickly resolving technical issues while minimizing downtime and maintaining a high level of customer service.
- Enhanced customer satisfaction by providing exceptional service and food knowledge.
- Increased customer satisfaction by delivering personalized service and addressing complex financial needs.
- Attracted potential customers by answering questions and suggesting information about other products and services.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Customer Service Representative
Optima Communications Whitby
11.2015 - 03.2021
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Participated in ongoing training sessions, continuously enhancing product knowledge and customer service skills.
Autoworker
General Motors Co
10.2006 - 12.2015
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
Education
Associate of Science - Community Support Worker
Trillium College
06.2010
High School Diploma -
Sir Oliver Mowat Collegiate Institute
Toronto, ON06.1984
Skills
- Effective customer service
- Dealing with Customer Complaints
- Developing customer relationships
- Remote Desktop Services
Accomplishments
2nd Degree Black Belt in Tae-Kwon-Do
Languages
English
Native or Bilingual
French
Limited Working
Timeline
Remote Customer Service
ContactPoint 360
04.2021 - Current
Customer Service Representative
Optima Communications Whitby
11.2015 - 03.2021
Autoworker
General Motors Co
10.2006 - 12.2015
Associate of Science - Community Support Worker
Trillium College
High School Diploma -
Sir Oliver Mowat Collegiate Institute
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