Overview
Work History
Education
Skills
Languages
Timeline
Generic

Tanya Viens

Ottawa,Ontario

Overview

20
20
years of professional experience

Work History

Service Desk Agent

Bell Mobility
06.2023 - 07.2024
  • Addressed user customer service concerns and decided when to escalate problems to specialist team members.
  • Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
  • Streamlined service desk operations for increased productivity through effective task prioritization and time management.
  • Provided exceptional support to end-users, addressing their concerns with empathy and professionalism.
  • Maintained high-quality service standards by adhering to established processes and guidelines.
  • Managed critical incidents, coordinating with various teams to ensure timely resolution and minimal business impact.
  • Developed strong working relationships with colleagues across departments, fostering a positive work environment focused on teamwork and communication.
  • Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
  • Identified system hardware, network infrastructure, and connectivity issues that prevented execution of user-initiated tasks.
  • Discussed customer concerns regarding product usage, billing or Type to promote improved user experience.
  • Delivered insightful reports on Service Desk performance metrics to inform management decisions regarding staffing levels or additional training needs.

Bilingual Technical Support

Kelly Services
08.2023 - 11.2023
  • Provided Tier 1 technical support to customers
  • Troubleshoot customer issues with Apple hardware
  • Provided insight on presale details
  • Set up repairs
  • Provided software support
  • Answered incoming calls and opened Service cases
  • (Applecare project)

Bilingual Emergency Assistance Agent

Allianz Global Insurance
01.2022 - 01.2023
  • Answered calls to provide emergency medical support
  • Provided knowledge about travel insurance coverage
  • Set up emergency appointments for patients in need
  • Open medical claims
  • Provided presales knowledge for additional coverage

Bilingual Customer Service Representative

Thermo Fisher Scientific
01.2021 - 01.2022
  • Answered email inquiries
  • Created service tickets for customers
  • Took incoming calls regarding emergency service requests
  • Dispatched technicians
  • Invoiced accounts for repairs conducted
  • Bell Radio Division
  • Service desk Agent

Bilingual Customer Service and Sales Representative

Just Energy
01.2012 - 01.2013
  • Provided knowledge regarding Gas and Hydro billing
  • Sold water heaters
  • Sold Gas and Hydro packages
  • Supervised and managed a team of 15 people (Team Leader)
  • Cancel and Start new services

Bartender

Burgundy’s
01.2012 - 01.2013
  • Served alcoholic beverages
  • General bar cleaning duties
  • Greeted customers at the Bar
  • Processed Debit and Credit transactions in POS

Bilingual Customer Service and Sales Representative

Planet Energy
01.2010 - 01.2012
  • Provided knowledge regarding Gas and Hydro billing
  • Sold water heaters
  • Sold Gas and Hydro packages
  • Supervised and managed a team of 15 people (Team Leader)
  • Cancel and Start new services

Bilingual Customer Service Representative

Bilingual Source/Bilingual One Agency
01.2008 - 01.2010
  • Answered incoming calls
  • Answered email interactions
  • Data Entry
  • Provided technical support
  • Order entry

Receptionist

Ecolab
01.2007 - 01.2008
  • General secretarial duties
  • Mailroom support
  • Meeting arrangements
  • Greeting customers

Bilingual Sales Representative/Technical Support

Coca-Cola
01.2005 - 01.2006
  • Provided tech support on Coca-Cola machines
  • Data Entry
  • Answered incoming calls and made some outgoing calls
  • Order-taking for stores and restaurants
  • Enrolled new customer accounts
  • Promoting new products

Education

CANSell - undefined

Ottawa, ON
01.2022

Culinary Management - undefined

Niagara College Canada
Niagara-on-the-Lake, ON
01.2015

Ontario Secondary High School Diploma - undefined

Father Fogerty
Welland, ON
01.2014

Smart Serve Certificate - undefined

Smart Serve Ontario
Welland, ON
01.2013

Skills

  • Completely bilingual in French and English
  • Many years in the customer service field with a strong reputation in the field
  • Proficient in computer applications and programs as well as Microsoft Office
  • Certified and trained in Emergency First Aid procedures
  • Possesses current certifications in Safe Food Handling and smart Serve
  • Works effectively independently as well as on a team
  • Demonstrates excellent problem-solving skills; responds well to under-pressure situations
  • Learns new skills and techniques quickly with minimal supervision
  • Strong time management, organization, and leadership abilities
  • Proficient in iOS, iPad OS, MAC OS and Apple services

Languages

English
Native or Bilingual
French
Native or Bilingual

Timeline

Bilingual Technical Support

Kelly Services
08.2023 - 11.2023

Service Desk Agent

Bell Mobility
06.2023 - 07.2024

Bilingual Emergency Assistance Agent

Allianz Global Insurance
01.2022 - 01.2023

Bilingual Customer Service Representative

Thermo Fisher Scientific
01.2021 - 01.2022

Bilingual Customer Service and Sales Representative

Just Energy
01.2012 - 01.2013

Bartender

Burgundy’s
01.2012 - 01.2013

Bilingual Customer Service and Sales Representative

Planet Energy
01.2010 - 01.2012

Bilingual Customer Service Representative

Bilingual Source/Bilingual One Agency
01.2008 - 01.2010

Receptionist

Ecolab
01.2007 - 01.2008

Bilingual Sales Representative/Technical Support

Coca-Cola
01.2005 - 01.2006

CANSell - undefined

Culinary Management - undefined

Niagara College Canada

Ontario Secondary High School Diploma - undefined

Father Fogerty

Smart Serve Certificate - undefined

Smart Serve Ontario

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Tanya Viens