As a Bilingual Customer Service Agent at Bethesda, I addressed inquiries in French and English regarding products, billing, technical issues, and gameplay.• Optimized Operations: Led bilingual support across all platforms, enhancing customer satisfaction and streamlining processes while maintaining expert-level knowledge of Bethesda’s product range for effective assistance.• Content Development & Compliance: Created and translated content from English to French for the… Show more As a Bilingual Customer Service Agent at Bethesda, I addressed inquiries in French and English regarding products, billing, technical issues, and gameplay.• Optimized Operations: Led bilingual support across all platforms, enhancing customer satisfaction and streamlining processes while maintaining expert-level knowledge of Bethesda’s product range for effective assistance.• Content Development & Compliance: Created and translated content from English to French for the knowledge base, updating processes to comply with quality assurance standards, improving accessibility, and managed TOS ticketing to enforce compliance and address violations. • Ticket Management & Team Collaboration: Handled sensitive help tickets to ensure prompt resolutions and facilitated seamless collaboration among team members for efficient operations. • Leadership Responsibilities: Training staff on policies and procedures, motivated and monitored team members to reach CSAT and other KPIs, weekly meetings and reports to enhance team coordination and performance. Show less

Served English and French-speaking customers nationwide, handling 75-100 inbound calls daily with efficiency and accuracy.• Account Management: Assisted customers with account inquiries, credit and billing issues, and order placements via calls, fax, and email.• Customer Management & Support: Assisted customers with account inquiries, credit and billing issues, and order placements via calls, fax, and email. Acted as the main point of contact between customers and departments… Show more Served English and French-speaking customers nationwide, handling 75-100 inbound calls daily with efficiency and accuracy.• Account Management: Assisted customers with account inquiries, credit and billing issues, and order placements via calls, fax, and email.• Customer Management & Support: Assisted customers with account inquiries, credit and billing issues, and order placements via calls, fax, and email. Acted as the main point of contact between customers and departments, resolving shipping issues and providing guidance on website navigation and product installation.• Sales Support: Assisted 5 Canadian sales agents with orders, inquiries, and product information. Show less

Supported a strong guest focus culture to exceed expectations while maintaining a fresh and appealing Pfresh area.• Team Management: Oversaw a team of 10 members to ensure efficient operations and high standards.• Sales Execution: Assisted the Team Leader in organizing and executing sales plans to enhance brand presentation and effectiveness.

Facilitated new employee orientation and managed essential HR functions.Orientation & Payroll: Welcomed new hires and provided payroll information by collecting time and attendance records.Data Management: Maintained and updated employee information and handled confidential HR data.Administrative Support: Provided secretarial support, including organizing tasks, answering calls, and maintaining supplies.Quality Assurance: Ensured service quality by adhering to… Show more Facilitated new employee orientation and managed essential HR functions.Orientation & Payroll: Welcomed new hires and provided payroll information by collecting time and attendance records.Data Management: Maintained and updated employee information and handled confidential HR data.Administrative Support: Provided secretarial support, including organizing tasks, answering calls, and maintaining supplies.Quality Assurance: Ensured service quality by adhering to organizational standards. Show less