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Jean L. — Senior Bilingual Customer Service Representative from Canada

Jean L.

Senior Bilingual Customer Service Representative

Canada 3-6 years
Open to offersNew to Platform
Languages
EnglishFrench
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About

Jean-Luc D. is a seasoned Bilingual Customer Service Representative with over a decade of expertise in delivering high-quality remote support in both French and English. He has a proven track record in troubleshooting technical issues, resolving complex inquiries, and consistently achieving top customer satisfaction ratings across phone, email, and chat support channels. Currently serving at HGS since February 2020, Jean-Luc exceeds key performance indicators for customer satisfaction, first contact resolution, and average handle time while excelling in Salesforce management and high-volume ticket handling. He is also recognized for training and mentoring new team members on communication standards and workflow processes. Previously, as a Bilingual Debt Collector with Concentrix, he successfully negotiated repayment solutions and consistently met monthly recovery targets. Jean-Luc's earlier role at Telehouse Canada saw him providing extensive help desk support, collaborating with IT teams to enhance user experience while managing support tickets. His proficiency in Salesforce, call-center systems, and problem-solving makes him a vital asset in customer support environments.

Experience

  • Bilingual Remote Customer Support Representative

    HGS · 2020 — Present
    Provide support to customers via phone, email, and chat while consistently surpassing KPIs related to CSAT, FCR, and AHT. Address technical and account issues, process orders, returns, and exchanges accurately. Use Salesforce to maintain detailed case notes for proper documentation and follow-up. Handle complex customer concerns professionally, which enhances satisfaction levels. Oversee training and mentoring of new hires, focusing on communication standards and workflow processes.

  • Bilingual Debt Collector

    Concentrix · 2016 — 2020
    Reach out to clients about overdue accounts and negotiate repayment solutions in compliance with regulations. Maintain a high level of accuracy while managing confidential financial data using CRM and collections software. Achieve monthly recovery goals by employing effective communication and negotiation strategies. Address disputes and provide clear explanations to enhance customer understanding and adherence.

  • Bilingual Help Desk Support

    Telehouse Canada · 2011 — 2016
    Offer technical assistance to users by troubleshooting hardware, software, and networking issues. Manage and track support tickets to ensure timely resolutions, accompanied by clear documentation of problems. Facilitate user onboarding through account setup, system configuration, and access assistance. Collaborate with IT and customer support teams to improve the user experience and optimize support processes.

Skills & Expertise

Customer ServiceCustomer SupportCall CenterCustomer Service Representative

Education

  • Diploma
    HERZING COLLEGEE · 2010 — 2012