Thamara Francois Henry
Montreal,QC
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the artistic industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Versatile Support Specialist skilled handling data, technical issues and personnel support tasks in distributed environment.
Overview
10
10
years of professional experience
Work History
Rep. III, Services Bancaires Courants, Centre De C
TB BANK
07.2024 - Current
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Requires expertise in a variety of advice and service related activities to provide customers / partners with advice on transactions, activities and product features
- Requires advanced skills and expertise in a defined set of products and processes and could be characterized by moderate complexity/risk
- Provides subject matter guidance to customers and/or partners
- Gathers and analyzes data to identify and to help solve complex problems
- Uses sound judgement and understanding of process/policy risk when recommending exceptions outside general practices or guidelines
- Understands how the team works together to coordinate their efforts and resources to achieve objectives of a business area
- Impacts their own team and other teams whose work activities are closely related
- Recommends modifications to existing advice or customer service processes and solutions to improve the efficiency of the team
- Evaluates and communicates unusual and/or complex content in a clear manner; handles sensitive information and escalated matters as necessary
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Enhanced company reputation by providing exceptional customer service and support.
- Communicated with clients and customers to gather, provide and share updated information on products and services.
- Optimized workflow processes, allowing for more efficient use of resources and reduced turnaround times on projects.
Web Inbound Support Agent
TD Insurance Meloche Monnex
03.2022 - 07.2024
- Troubleshoot hardware, software and network issues to identify and rectify discrepancies.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Commit to offering an outstanding customer service experience in a fast-paced environment by treating inbound telephone requests
- Communicate with clients and other internal departments by professional email communication
- Incorporate feedback on a regular basis and contribute to the continued development and improvement of our systems and employee processes
- Provide guidance and support to other departments related to the digital channels for TDMyAdvantage and TDMyInsurance applications
Caissière, Service À La Clientèle
Couche-Tard
07.2021 - 10.2021
- Maintained clean and orderly work station.
- Checked customer identification for alcohol, cigarette, and lottery sales.
- Processed fuel and merchandise transactions and also cash register for cash, check, and credit card transactions by operating POS system with accuracy.
- Inspected fuel pumps and fuel tanks for proper operations and safety.
- Maintained inventory of all saleable items.
Conseillère En Ventes
La Vie En Rose Outlet & Aqua
08.2017 - 04.2020
- Helped customers complete purchases, locate items, and join reward programs.
- Replenished sales floor merchandise and organized shelves, racks, and bins for optimal appearance.
- Operated POS terminals and cash drawer balancing.
- Processed credit card and debit payments via pinpad & POS systems, providing accurate charges and credits to avoid customer confusion or disputes.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Assisted customers with returns, refunds and resolving transaction issues and took care to check bills for fraud.
Sales Associate/Cashier
La Senza
01.2015 - 10.2016
- Replenished sales floor merchandise and organized shelves, racks, and bins for optimal appearance.
- Managed merchandise returns and exchanges by closely checking items and receipts to assess eligibility and make accurate processing decisions.
- Processed credit card and debit payments via pinpad & POS systems, providing accurate charges and credits to avoid customer confusion or disputes.
Education
No Degree - Health Sciences
Collège De Maisonneuve
Montreal, QCNo Degree - Administration Studies
Cégep Du Vieux Montréal
Montreal, QCHigh School Diploma - undefined
Collège Reine-Marie
Montreal, QC06.2017
Skills
- MS Office: Excel, Word, PowerPoint, Outlook, Microsoft Outlook
- Social Perceptiveness, organization & attention to detail, autonomous & independent
- Apple macOS & Computer Skills
- Customer Experience
- Problem Analysis
- Adobe Systems Adobe Photoshop
- Customer Satisfaction & Accountability
- Mobile Devices
- Typing: 70 words per min
- Comfortable working in fast paced and changing environment
- Staff training
- Telephone reception
- Technical troubleshooting
- Performance tracking
Timeline
Rep. III, Services Bancaires Courants, Centre De C
TB BANK
07.2024 - Current
Web Inbound Support Agent
TD Insurance Meloche Monnex
03.2022 - 07.2024
Caissière, Service À La Clientèle
Couche-Tard
07.2021 - 10.2021
Conseillère En Ventes
La Vie En Rose Outlet & Aqua
08.2017 - 04.2020
Sales Associate/Cashier
La Senza
01.2015 - 10.2016
No Degree - Administration Studies
Cégep Du Vieux Montréal
High School Diploma - undefined
Collège Reine-Marie
No Degree - Health Sciences
Collège De Maisonneuve
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