Zoe Paré Email & Phone Number

• Demonstrated the ability to analyze requirements, create project plans, and communicateeffectively to project stakeholders.
• Juggled numerous projects in a fast-paced environment while still executing with precision.
• Used critical thinking skills to predict customer needs based on cues and past experiences.
• Demonstrated the ability to remain calm and collected in high-pressure situations, especiallywhen troubleshooting technical problems that arose.
• Organized within multiple platforms, and disseminates knowledge, to benefit the team.
• Tracked, investigated, and resolved client questions and issues of varying complexity by phone, email, and virtual Zoom meetings.

Toronto, Ontario, Canada

• Provided informational insight on general Product support questions from internal stakeholders and external users.
• Identified, replicated, and escalated product bugs to product teams.
• Prepares client-facing Root Cause Analysis for resolved issues.
• Expanded knowledge of CRM and analytics through research, documentation, and collaborative learning sessions with product teams.
• Monitored and reported on users’ reactions/interactions after launching new features.
• Assisted marketing with creating support and training documents for internal and external users.

Toronto, Canada Area

• Utilized HTML, CSS, Javascript, jQuery, website optimization, and customer service to help publicly traded clients with fixes and content changes to keep their websites up-to-date and compliant with regulatory standards.
• Used customer service software such as Zendesk and Salesforce to respond to and resolve client requests in a timely manner.
• Worked on a department-wide project of migrating documentation from Atlassian's Confluence to Salesforce.
• Dealt with support change requests, including handling smaller projects of site updates for clients.
• Informed website users of problems, problem resolutions, and application changes and updates.
• Collaborated with development teams to discuss, analyze and resolve usability issues.

Oshawa, Ontario

• Worked with a cross-functional team in 4 locations.
• 9+ years of effective communication in assisting patrons with the use of online and in-library materials.
• Management of library collection’s incoming and outgoing library materials.
• Used a high level of attention to detail to properly shelve library materials after processing.
• Provided excellent customer service by answering patrons’ reference questions for over 7+ years.
• 3+ years of demonstrated experience in technical skills when assisting patrons with technological tools such as Microsoft Office, Google Apps, Ancestry.com, Cloud Library, and, Overdrive.

Oshawa, Ontario

• 6+ years of effective communication in assisting patrons with the use of online and in-library materials.
• Management of library collection’s incoming and outgoing library materials.
• Used a high level of attention to detail to properly shelve library materials after processing.
• Provided excellent customer service by answering patrons’ reference questions for over 7+ years.
• Coordinated library programs such as Pre-School Story Time (2014 & 2015), TD Summer Reading Club (2015 – 2018), and various year-round programs to engage patrons and increase return visits.

Ontario College Diploma, Computer Software Technology/Technician, 3.845

A diploma in Software Engineering Technician acquires the knowledge of: software engineering methodologies, programming languages, data.

Bachelor Of Arts - Ba, Cultural Studies/Critical Theory And Analysis

Activities and Societies: T.E.S.S.O (Trent English Student Society) Group Member (2012- 2013)A Cultural Studies degree provides.