Stefany M. Email & Phone Number

Canada

- Investigating complex customer inquiries through to completion. Focusing on customer satisfaction through the resolution of inquiries and adding value to customer conversations. - Engaging internal and external stakeholders to gather information and seek customer-friendly solutions. - Supporting the development or revision of Agent training materials; translating, editing and proofreading a variety of documents from English into French (and French to English to a lesser extent) considering tech-nical and industry-specific concepts and terminologies.- Training team members on internal instructional materials and pertinent software. - Support the documentation of Tier 2 Level procedures. - Providing feedback to the Supervisor, Customer Relations on any issues or procedural gaps.- Resolving escalated inquiries (approx. 2,000 requests with a satisfactory rate of 80-100%). - Communicating with training partners, clients and internal contacts over emails and phone calls. - Tracking non-fulfilled orders and completing follow-ups until fulfilled. - Preparing weekly or bi-weekly quality control call calibration reports. - Preparing daily, weekly or bi-weekly coaching notes, evaluations and error trend reports. - Attending and scheduling daily online meetings. - Serving as a liaison contact between departments. - Handling complaints. - Updating customer and training partner account profiles.- Presenting the 5-year Milestone Employee Award.- Representing the CX Team in the National Philanthropy Team Meeting (April 08-11, 2024, Ottawa, ON).

- Preparing and delivering lecture material. - Preparing weekly or bi-weekly lessons for each student. - Promoting services using social media tools (Instagram, Facebook, etc.). - Designing daily posters and online posts. - Preparing daily updates and posts on Instagram and Facebook.

- Attended weekly sessions with each assigned student. - Delivered lecture notes in a timely manner. - Proficient use of MS Office, Pages, Outlook, Gmail and other similar tools. - Employed costumer service skills to deal with student requests/ questions/ concerns. - Worked autonomously. - Followed confidentiality protocols of the centre.

Montreal, Quebec, Canada

- Taught science to children (ages 5-12) using videos and fun games. - Supervised children during field trips to the Montreal's Science Centre, the Redpath Museum, etc.- Attended child safety training workshops. - Prepared daily lessons and researched didactic materials and games.

Montreal, Quebec, Canada

- Provided private language weekly lessons. - Prepared didactic material. - Planned and organized weekly lessons.

Montreal, Quebec, Canada

- Fostered long-term relations with Alumni & Concordia Community members through telephone calls and emails. - Received and processed donations. - Maintained client information up-to-date, prepared mail and drafted greeting cards. - Collaborated with a team of 16 callers to achieve nightly fundraising goals and incentives.

Dammam, Eastern, Saudi Arabia

- Provided private language lessons to students ages 12-15. - Prepared didactic material. - Organized and scheduled weekly lessons. - Promoted services on social media (Facebook, Instagram, Twitter, etc.)