Experience

mydigitalnomads

• Cyprus
• Outsourcing/Offshoring
• 1 - 100 Employee

• Supervisor customer care Moderator

  • Dec 2022 - Present

  • Acting as a role model with an always positive attitude • Managing and supervising customer service advisors • Ensuring the team is excelling KPIs(e.g. average response time, number of tickets, resolution rate, customer satisfaction rate etc.) • Ownership when the team is escalating tickets or customer requests. • Providing professional training and coaching when required. • Motivating team by building relationships and trust. • Collaborating with other departments (HR, IT, Support) to efficiently resolve issues. • Analyzing reports to identify improvement areas. Show less



24-7 Intouch

• Canada
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Customer Support Advisor FR

  • Jan 2022 - Jul 2022

  - Responding promptly to customer inquiries - Communicating with customers through various channels (Salesforce, phone) - Providing feedback on the efficiency of the customer service process. - Acknowledging and resolving customer complaints - Processing orders, forms, applications, and requests - Keeping records of customer interactions, transactions, comments and complaints - Communicating and coordinating with colleagues as necessary (slack) - Ensuring customer satisfaction and providing professional customer support Show less



Xcelirate

• Spain
• Internet Publishing
• 1 - 100 Employee

• Customer Support Agent

  • Feb 2021 - Jun 2021

  - Responding promptly to customer inquiries - Communicating with customers through various channels (Zendesk, phone, email) - Reproducing issues with the software and create jira tickets for developers - Providing feedback on the efficiency of the customer service process. Improving macros. - Acknowledging and resolving customer complaints - Processing orders, forms, applications, and requests - Keeping records of customer interactions, transactions, comments and complaints - Communicating and coordinating with colleagues as necessary - Ensuring customer satisfaction and providing professional customer support Show less



Scotiabank

• Canada
• Banking
• 700 & Above Employee

• Collections Specialist

  • Dec 2016 - Jul 2019

  • Analyze clients’ profiles and determine the risk to the bank. • Recovering money from clients who have taken out loans. • Making outbound/inbound collection calls to debtors. • Working with debtors to arrange a payment plan. • Follow-ups with clients on previous payment arrangements. • Maintaining accurate, up-to-date customer client information. • Negotiating settlements with clients. • Analyze clients’ profiles and determine the risk to the bank. • Recovering money from clients who have taken out loans. • Making outbound/inbound collection calls to debtors. • Working with debtors to arrange a payment plan. • Follow-ups with clients on previous payment arrangements. • Maintaining accurate, up-to-date customer client information. • Negotiating settlements with clients.



RBC

• Canada
• Banking
• 700 & Above Employee

• Customer Service Representative

  • Mar 2014 - Dec 2016

  * Provide first point of contact for customers* Answer client questions and resolve issues* Cross sell bank products* Process necessary paperwork* Verify information ATM and debit card applications* Assist clients in everyday transactions , * Find solutions in getting a better banking experience * Offer products and advice to help clients understand their banking needs* Reporting weekly progress against targets to the Team Leader

• Credit and collections specialist

  • Apr 2013 - Mar 2014

  • Analyze clients profile and determine risk to the bank• Recovering money from clients who have taken out loans.• Making outbound/imbound collection calls to debtors.• Responding to telephone inquiries using standard scripts and procedures.• Working with debtors to arrange a payment plan.• Follow-ups with clients on previous payment arrangements. • Maintaining accurate, up-to-date customer client information.• Negotiating settlements with clients.• Taking ownership of debt collection cases.• Maintaining appropriate and comprehensive records of all customer discussions. Show less



General credit services

• Montreal, Canada Area

• Credit and collections specialist

  • Jan 2013 - Apr 2013

  • Working with Credit Controllers to contact debtors to pursue payment. Recovering money from people who have taken out loans. • Making outbound collection calls to debtors. • Reducing the outstanding debt owed to a company. • Responding to telephone inquiries using standard scripts and procedures. • Working with debtors to establish payment plans. • Following up with clients on previous payment arrangements. • Locating and establishing contact with debtors. • Maintaining accurate, up-to-date customer account information. Reviewing the arrears of clients. • Negotiating settlements with clients. • Taking ownership of debt collection cases. • Maintaining appropriate and comprehensive records of all customer discussions. • Reporting weekly progress against targets to the Team Leader. Show less



Pierre Boucher Hospital

• Longueuil

• Personal support worker

  • Jun 2009 - Jan 2013

  • Helping patients with activities of daily living • Helping patients with activities of daily living



Wells Fargo

• United States
• Financial Services
• 700 & Above Employee

• Credit Manager

  • Mar 2007 - Dec 2008

  • Managed loan and credit requests • Maintained a database of all borrowers in accordance with bank standards • Established and maintained portfolios of all current clients • Ensured that all credit and loan standards were applied • Periodically reviewed client portfolios to identify possible sale opportunities and risks • Managed loan and credit requests • Maintained a database of all borrowers in accordance with bank standards • Established and maintained portfolios of all current clients • Ensured that all credit and loan standards were applied • Periodically reviewed client portfolios to identify possible sale opportunities and risks



TD

• Canada
• Banking
• 700 & Above Employee

• Credit and collections specialist

  • Jan 2006 - Mar 2007

  • Analyze clients profiles and determine risk to the bank • Recovering money from clients who have taken out loans. • Making outbound/inbound collection calls to debtors. • Responding to telephone inquiries using standard scripts and procedures. • Working with debtors to establish payment plans. • Following up with clients on previous payment arrangements. • Maintaining accurate, up-to-date customer account information. • Taking ownership of debt collection cases. • Maintaining appropriate and comprehensive records of all customer discussions. Show less



NCO Financial Investigative Services

• United States
• Financial Services
• 1 - 100 Employee

• Credit and collections specialist

  • Jan 2005 - Jan 2006

  • Analyze clients profiles before first contact. • Recovering money from people who have taken out loans. • Making outbound collection calls to debtors. • Responding to telephone inquiries using standard scripts and procedures. • Working with debtors to discuss payment arrangements. • Following up with clients on previous payment arrangements. • Analyze clients profiles before first contact. • Recovering money from people who have taken out loans. • Making outbound collection calls to debtors. • Responding to telephone inquiries using standard scripts and procedures. • Working with debtors to discuss payment arrangements. • Following up with clients on previous payment arrangements.