Wendy Kouassi
Montreal,QC
Summary
Empathetic, tech-savvy Customer Support Specialist with 9+ years of experience delivering high-quality service in SaaS, healthcare, and B2B environments. Proven ability to troubleshoot complex technical issues, support CRM workflows, and enhance customer retention through proactive problem-solving. Fluent in English and French, with strong communication, analytical, and cross-functional collaboration skills. Adept at supporting fast-paced, digital-first teams and driving continuous service improvements.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
NTT Data
03.2025 - 05.2025
- Delivered timely outbound support to over 50 telecom customers daily to encourage renewals and upgrades.
- Retained over 5 customers weekly by tailoring product offerings to individual needs.
- Ensured CRM data accuracy to support pipeline forecasting and follow-up strategies.
Customer Service Representative
Vision Group
08.2024 - 02.2025
- Handled 50+ inquiries daily across email, phone, and chat, focusing on appointment bookings and billing clarification.
- Partnered cross-functionally with administrative and finance teams to ensure seamless LASIK consultations.
- Maintained CSAT scores above 90% through empathy-driven and efficient service.
Customer Service Representative
Closerstill Media
05.2022 - 07.2024
- Supported 80+ B2B clients daily in English and French across SaaS platforms for healthcare and tech events.
- Achieved a 50% attendance conversion rate through proactive CRM engagement.
- Implemented improvements in support workflows that reduced ticket follow-up time by 30%.
- Collaborated with marketing and tech teams to resolve client platform and login issues.
Customer Service Representative
Serco
03.2021 - 12.2021
- Managed 60+ outbound calls daily under government healthcare and legal support programs.
- Maintained data accuracy and compliance in all communications (GDPR standards).
- Ranked top 3 in satisfaction scores during peak support cycles.
Education
Bachelor of Arts - Business Management
University of Bedfordshire
United KingdomBTEC Level 1 Award - Work Skill
The College of Haringey, Enfield And North East London
United Kingdom06.2022
Skills
- Bilingual Customer Support (EN/FR)
- SaaS Support CRM Systems (Salesforce, Zendesk, HubSpot)
- Technical Troubleshooting (Access, Login, Product Use)
- Customer Onboarding & Engagement
- Email & Chat Support Phone Support
- Case Management & Escalations
- Knowledge Base Contribution & Process Documentation
- Team Collaboration (Product, Success, Engineering)
- Time Management SLA Adherence Remote Support
Languages
English
Native or Bilingual
French
Native or Bilingual
Timeline
Customer Service Representative
NTT Data
03.2025 - 05.2025
Customer Service Representative
Vision Group
08.2024 - 02.2025
Customer Service Representative
Closerstill Media
05.2022 - 07.2024
Customer Service Representative
Serco
03.2021 - 12.2021
Bachelor of Arts - Business Management
University of Bedfordshire
BTEC Level 1 Award - Work Skill
The College of Haringey, Enfield And North East London
Projects
- CRM Optimization (2024): Streamlined Salesforce workflows, reducing case resolution time by 20%.
- Client Feedback Enhancement: Led initiative that boosted survey response rate by 30%.
- SLA Dashboard Upgrade: Designed Excel dashboards to track response/resolution times and customer KPIs.
ADDITIONAL INFORMATION
- Fast, secure home office setup with high-speed internet
- Available for full-time remote work across Canada
- Flexible to work Eastern or Pacific Time business hours
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