Bilingual customer service professional with strong experience in high-volume call centers, technical support, and client-facing environments. Proven ability to manage a high volume of interactions, navigate multiple systems simultaneously, and resolve requests at first contact (FCR). Recognized for speed, accuracy, and maintaining high-quality service under pressure. Focused on performance, customer satisfaction, and continuous improvement.
Core Skills
- Bilingual Communication
- Customer Service
- High-Volume Call Center
- First Call Resolution (FCR)
- Problem Solving
- Microsoft Office
- CRM / Ticketing Systems
- Active Directory
- Multitasking & Fast-Paced Environments
- Adaptability
Professional Experience
Extended Health Care Representative
Canada Life — Ottawa, ON
Oct 2023 – May 2024
- Managed a high volume of inbound calls related to claims, reimbursements, and coverage.
- Analyzed customer requests quickly and resolved issues effectively within performance standards.
- Explained claim decisions clearly and accurately, reducing misunderstandings and repeat calls.
- Maintained strong accuracy and compliance in a regulated environment.
- Used multiple internal systems simultaneously to deliver smooth, efficient service.
Junior Service Desk Analyst (Level 1)
Health Canada (via Newfound Recruiting) — Ottawa, ON
Jan 2020 – Mar 2021
- Provided technical support to users in a high-demand environment.
- Resolved access issues, password resets, VPN, Outlook, and Teams.
- Used ticketing systems for tracking, documentation, and escalation.
- Communicated clearly and resolved technical issues quickly.
Front Desk Agent
Crowne Plaza — Ottawa, ON
Jan 2019 – Dec 2020
- Managed reservations, billing, and guest interactions in a fast-paced environment.
- Handled multiple calls and requests simultaneously with professionalism.
- Resolved customer concerns efficiently.
Customer Service Representative (Bilingual)
MSI / Bell Canada — Ottawa, ON
2015 – 2017
- Handled inbound and outbound calls in a bilingual call center.
- Resolved customer issues quickly with a professional approach.
- Provided accurate information and active listening in sensitive situations.
Selected Project
StudioFlow — Multi-User Web Application
Independent Project
In Development
- Designed and developed a full application for user management, bookings, and workflows.
- Implemented role-based access and user flows aligned with real operational needs.
- Strengthened problem-solving, systems thinking, and technical adaptability.
Additional Experience
Drum Teacher & Performer
Self-employed
Ongoing
- Teaching students of various levels with structured progression.
- Managing client relationships and scheduling.
- Performing live, demonstrating discipline and confidence.
Education
La Cité — Ottawa, ON
Computer Systems Techniques (Partial)
Omer-Deslauriers Public High School
High School Diploma
Strengths for the Role
- Professional bilingual communication in English and French
- Strong stress management and performance in high-volume environments
- Quick to learn and proficient across multiple systems and tools
- Results-oriented approach focused on efficiency and customer satisfaction
- Strong combination of technical support and customer service experience