Vincent RIOU
Coquitlam,Canada
Summary
Experienced and practical customer service/IT support professional with an ITIL Foundation Certificate and 10 years of expertise seeking to transition into project management roles requiring experience in systems administration, technical support, and information security. Skilled in project management, remote access, and process improvements.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Manager of the Customer Service
Innovation Networks Inc.
Richmond, BC
10.2020 - Current
- Team Management (more than 10 agents) providing Customer Support of a Claim Management software applications (ability to answer 95% of call/chat/email requests)
- Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training, increasing member efficiency of 15% minimum
- Monitored staff performance and addressed issues, improving team performance
- Communicated company directives and programs to associates and ensured all follow-up items were completed accurately and timely, within 72 hours minimum
- Exercised good judgment and decision-making in escalating concerns and resolving issues, and following up every 24 to 72 hours
- Scheduled interviews for potential candidates and conducted reference checks prior to hire.
- Displayed strong telephone etiquette, effectively handling difficult calls, improving team member self-confidence
- Prioritized and organized tasks to efficiently accomplish service goals, matching SLA to 95%
Supervisor of the Customer Service
Innovation Networks Inc.
Richmond, BC
01.2019 - 09.2020
- Directed and supervised team of 10 to 15 employees in daily operations, maintaining a good level of customer service
- Reviewed completed work to verify consistency, quality and conformance, to help them to develop self-confidence and efficiency
- Evaluated employee performance through periodic reviews and documented results accordingly, keeping a regular reviewing and making sure they actually improve themselves
- Established and enforced clear goals to keep employees working collaboratively, to bring a better team spirit
- Organized special events such as company lunch/breakfast for employees, offering a better social environment
Part of the Technical Team
Innovation Networks Inc.
Richmond, BC
10.2017 - 12.2018
- Provided bilingual (French/English) Help Desk Support of Claim Management software applications
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements, providing a good service experience for customer
- Assisted with customer requests and answered questions to improve satisfaction, receiving good feedback
Part of the Technical Team
Indigena Solutions LP
Delta, BC
02.2017 - 10.2017
- Provided bilingual (French/English) Help Desk Support of Claim Management software applications
- Identified needs of customers promptly and efficiently, providing better time resolution for customer's issue/request
- Worked with cross-functional teams to achieve goals, improving efficiency in time resolution and solution provided
Part of the Technical Team
Indigena Solutions LP
Delta, BC
10.2012 - 01.2017
- Provided bilingual (French/English) Help Desk services/operational support of provincial-level government internal applications
- Completed thorough opening, closing and shift change functions to maintain operational standards each day, maintaining a good level of service and KPIs
- Provided excellent service and attention to customers when face-to-face or through phone conversations, offering them a good experience of customer service
Draftsman, 3D Graphic Designer
Chevron & Kocer
Paris, France
03.2011 - 09.2011
- Drafted plans and detailed drawings for structures, installations and construction projects with accuracy
- Received and reviewed details from design professionals to determine precise measurements for drawing preparation, to be readable and by all stakeholders
- Finished and duplicated drawings and documentation packages using blueprinting, photography and other duplicating methods, making sure there were clear and detailed, and respecting standard drawings
Draftsman, 3D Graphic Designer
ELAN Management
Paris, France
12.2009 - 12.2010
- Designed and outlined computerized floor plans for a fibre optic installation and implementation in several buildings for an internet service provider
- Maintained records of all drawings produced including revisions and updates, making sure there could be used by stakeholders at anytime
- Created detailed drawings from sketches, notes and verbal instructions using CAD software, reproducing those accordingly
3D Graphic Designer
Catherine ASSEMAT
Paris, France
09.2009 - 11.2009
- Utilized 3D modeling, texture and mapping to create graphics and visual effects for better approach/understand for customer
- Completed research on key project concepts for accurate 3D rendering to make them as realistic as possible
- Used Google SketchUp to create realistic characters with full range of emotions and movement for better rendering
3D Graphic Designer
Studio Nemo
Paris, France
04.2009 - 06.2009
- Used Google SketchUp to create realistic illustrations of completed constructions
- Controlled light, texture and shadows to create lifelike characters, as it could be in reality
- Created realistic textures, lighting, and materials for a variety of projects
Draftsman
Jacques Millet
Paris, France
03.2008 - 11.2008
- Reviewed drawings, specifications, and engineering data to verify conformance to design concepts for getting client's approval
- Calculated area dimensions from scale drawings ensuring compliance with applicable building codes
- Supervised and coordinated activities of workers engaged in construction projects, making sure they were respecting the work schedule
Education
DPLG Architect (Graduated By The French Government) - Architecture - Project And Facility Management
Paris Val-de-Seine School of Architecture
Paris, France12-2007
Master of Architecture - Architecture - Project And Facility Management
Faculdade De Arquitectura Do Porto
Porto, Portugal07-2005
ITIL Foundation Certificate - Information Technology And Management
AXELOS Global Best Practice
Vancouver, BCSkills
- IT Service Management
- Staff Management
- Teamwork and Collaboration
- Hiring and Training
- Team Leadership
- Performance Tracking and Evaluation
- Decision-Making
- 2D and 3D Modeling
- Verbal and Written Communication
- English Fluency
- French Fluency
Certification
- ITIL Foundation Certificate - AXELOS Global Best Practice
- DPLG Architect (Graduated by the French Government) - Paris Val-de-Seine School of Architecture
- Master of Architecture - Faculdade de Arquitectura do Porto – Portugal)
Languages
English
Professional
French
Native/ Bilingual
References
References available upon request.
Timeline
Manager of the Customer Service
Innovation Networks Inc.
10.2020 - Current
Supervisor of the Customer Service
Innovation Networks Inc.
01.2019 - 09.2020
Part of the Technical Team
Innovation Networks Inc.
10.2017 - 12.2018
Part of the Technical Team
Indigena Solutions LP
02.2017 - 10.2017
Part of the Technical Team
Indigena Solutions LP
10.2012 - 01.2017
Draftsman, 3D Graphic Designer
Chevron & Kocer
03.2011 - 09.2011
Draftsman, 3D Graphic Designer
ELAN Management
12.2009 - 12.2010
3D Graphic Designer
Catherine ASSEMAT
09.2009 - 11.2009
3D Graphic Designer
Studio Nemo
04.2009 - 06.2009
Draftsman
Jacques Millet
03.2008 - 11.2008
DPLG Architect (Graduated By The French Government) - Architecture - Project And Facility Management
Paris Val-de-Seine School of Architecture
Master of Architecture - Architecture - Project And Facility Management
Faculdade De Arquitectura Do Porto
ITIL Foundation Certificate - Information Technology And Management
AXELOS Global Best Practice
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