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Work Background
EQ Bank | Equitable BankEQ Bank - Bilingual Customer Care Representative (July 2024 - Present)
Jul. 2024Provide exceptional bilingual (English/French) customer service, primarily handling inquiries related to account management, e-transfers, and EQ Bank's savings products.
Support customers with Remote Deposit Capture (RDC) issues, troubleshoot transaction errors, and offer clear guidance on EQ Bank's policies.
Implement empathy and active listening techniques to manage difficult customer interactions, focusing on delivering factual, data-driven responses.
Work closely with team leads to refine customer service practices, aiming for efficient resolution and high customer satisfaction.
Outsource Repetitive TasksOperations Manager
Jan. 2024 - Oct. 2024Offering administrative assistance and data analysis. The work is guaranteed to meet your expectations, affordable, flexible, high-quality work. Hourly and commission structures are available depending on your preference. See more information at: https://www.outsourcerepetitivetasks.com/
BET99Customer Relationship Management Consultant
Nov. 2022 - Nov. 2023Collaborated with the CRM team and stakeholders to organize and manage assigned campaigns.
Designed, tested and delivered multiple campaigns/journeys simultaneously.
Managed all activity is consistent, compliant, of excellent quality and follows the brand/marketing guidelines.
Elevated experience to generate loyalty within our customer base.
Classified and prioritized communications using different channels (email, SMS, etc.)
Implemented new methods to address and improve customers’ needs throughout their lifecycles.
Analyzed and optimized segments based on player attributes and results.
Analyzed, reported, presented, and reviewed KPIs, monitor campaigns.
Segmented clients into groups based on their recent gaming activity and preferences.
BET99Customer Engagement Associate
Mar. 2022 - Oct. 2022RemoteReported directly to CE Manager, and Team Lead on any SureCall Support Agent’s areas of strengths and/or weaknesses.
Reviewed the LiveChat and Support inbox to pick out any consistent errors/points of improvement for SureCall and/or any Agents in particular
Reached out directly to customers who’ve had particularly poor LiveChat/email interactions.}
Responded to reviews on behalf of BET99 on sites such as TrustPilot, Reddit, etc.
Responded to customer inquiries virtually via Outlook, Teams and Sonar.
Provided personalized messages and an engaged experience to customers that reach out via Sonar(SMS service).
Created new answers and made improvements to the ADA Chatbot.
Improved metrics such as containment rate and customer satisfaction for ADA Chatbot.
Translated promotions and chatbot answers from English to French.
When we Work we WorkLandscaper
Apr. 2019 - Sep. 2021Sudbury, Ontario, CanadaHand out "student work" flyers to be able to work and save up during the summer while I go to school. Summer of 2019 we offered painting, window washing, and landscaping but for the summer of 2020, the company was more specialized in offering spring cleanup and seasonal lawn mowing.
When we Work we WorkManager
Apr. 2019 - Sep. 2021Sudbury, Ontario, CanadaNegotiated the prices and discuss the job with new clients.
Evaluated the clients needs and goals, to personalized features for each one.
Designed and conceptualized the flyers services.
Jubilee Heritage Family RessourcesMaintenance and Snow Cleanup
Nov. 2018 - Mar. 2019Sudbury, OntarioClean floors, insulate windows the winter, tidy rooms, organize toys and paperwork. Shovel the snow.
Jubilee Heritage Family RessourcesMaintenance
Nov. 2018 - Mar. 2019Sudbury, OntarioCleaned floors, prepare windows for the winter, organized toys and paperwork. Shovelled the snow though the winter months.
Running Room Canada Inc.Sales Associate
Oct. 2017 - Apr. 2018Ottawa, OntarioEnsured a high level of customer satisfaction by knowing all the products offered.
Established a connection with each customer by asking open-ended questions to assess their needs.
Drove sales, delivered an exceptional customer experience and met operational expectations.
Work Force Inc.Labourer and Attendant
May. 2017 - Aug. 2018Sudbury, OntarioStayed in contact with painters and homeowners.
Trained teammates to be successful at door-to-door sales.
Met with clients at a time that works for them for a free assessment.
Set the expectations and visualize the work that will be taking place.
SAVOIE HOLDINGS, LLCGeneral Labourer
May. 2016 - Aug. 2017Sudbury, Ontario, CanadaCleaned apartment buildings and prepared them for move-in
Performed landscaping duties including raking, sweeping, mowing and hedge trimming
Completed renovation tasks such as drywall installation, plumbing, painting, installing tiles, insolating windows, and setting up scaffolding.
Metro Inc.Front End Supervisor and Trainer
Sep. 2012 - Aug. 2015Sudbury, OntarioServed as a liaison between management and employees by handling questions, interpreting and helping resolve work-related problems
Provided reconciliation reports at the end of the week
Issued receipts, refunds, credits and change due to customers
Supervise others and provide on-the-job training.
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