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BRIAN HUGHES22 Collington Street, Ottawa, ON, K2G6X5
[email protected] Cell: 613-914-9955
Languages: English and French, speaking, reading and writing
OBJECTIVEHighly trained and motivated individual seeks to obtain employment in communications, training and professional writing using the skills learned during academic and employment endeavours.
PROFILECustomer Service Skills:
· Over 14 years of customer service and sales experience in retail and telecommunications
· Experience with both counter and call centre customer service and sales in both English and French
· Experienced in client relations· Excellent communication and interpersonal skills· Effective time management and priority setting ability· Detail-oriented and flexible· Trained in de-escalation techniques and able to positively handle stressful
situations
Training Skills:
· Training new and existing employees on all aspects of sales, customer service, retention/escalation and technical support
· Curriculum development and design including processes and procedures· Editing/updating of existing material as needed· Problem Solving and Time Management· Classroom Management· Conflict Resolution· Remote/video training as needed· Out-of-town training as needed
Technical Skills:· Microsoft Office Suite, including Word, Excel, Access, PowerPoint, and
Outlook· Microsoft Windows 9x/XP, VISTA, 7, 8· Macintosh based programs including Pages, Keynote and Preview· Internet applications such as Internet Explorer, Firefox, and Safari· IVR and in-house admin program testing· Social media programs
EDUCATION AND CERTIFICATES
2008 – 2010 – Algonquin College, Professional Writing, Ottawa, ON
BRIAN HUGHES50 Framingham Crescent, Ottawa, Ontario. K2J 3J2
[email protected] Cell 613-914-9955
Received secondary school diploma with bilingual certificate in 2003 from Mother Teresa Catholic High School with a 500 dollar bursary for winning a creative writing award
St John Ambulance Standard First Aid + Level C CPR + AED -FD/NP Expiring March 2, 2017
PROFESSIONAL EXPERIENCEDistributel Communications Limited: January 2012 - Present
Senior CSR (Sales, Customer Service, Retention and Escalations)
• Worked as a Sales and Customer Service agent for 4 months• Promoted to Customer Care Level 3 in June 2012, taking retention and
escalations calls, as well as helping with outbound follow up when necessary• Regularly dealing with escalations and customer retention, as well as simple
technical support and sales queries• Dealing with changes in service, billing issues and all other enquiries for new and
existing clients• Dealing with sales calls and inquiries
• Promoted to Sales and Customer Service Trainer in November 2012• Developing, creating, writing and implementing training material in both official
languages for customer service, sales and technical support agents• Trained supervisors, managers and entry level agents on all aspects of services
offered• Supported restructure of call centre as a team leader of a newly developed group
of agents to test efficacy and monitor call flow• Travelled to Satellite office in Montreal to perform training
Dongying Shengli Huanghe Bilingual School: Fall 2010-Spring 2011 (In China)
• Teaching English to grade 3 students in a private primary School in China• Writing weekly lesson plans• Attending meetings• Learned conversational MandarinLoblaws Barrhaven Supermarket: Spring 2002 – Spring 2011 Various Customer Service Positions
• Responsible for enhancing customer experience by providing assistance if and when necessary
BRIAN HUGHES50 Framingham Crescent, Ottawa, Ontario. K2J [email protected] Home: 613-914-9955
• Responsible for supervising up to thirty staff members when acting as Shift Supervisor
• Frequently worked in high-pressure situations as a Courtesy Desk Attendant• Duties included, but not limited to, processing returns, operating a switchboard of
six lines, directing customer inquiries, and handling/balancing cash• Often responsible for counting and balancing cash-outs at the end of the night
while working as a Cash Office Attendant• Granted the opportunity to act as Manager of the floral department based on
superior customer service skills and workplace knowledge
Vangent (Formerly Pearson Canada Solutions): Spring 2006 – Spring 2007 Various Positions• Acted as a Data Entry Clerk when requested• Updated and maintained the company’s internal database as a Database
Technician• Performed ad-hoc administrative and clerical duties when requested• Reported directly to management team through both written and oral updates
Walmart Trainyards March 2014-June 2014• Hired Directly as a Senior Customer Service Desk Associate• Moved into the garden centre due to past experience, while still filling in on the
customer service desk when necessary• Worked for sales and customer service goals in the Garden Center• Ad Hoc duties such as stocking shelves, inventory management and cashier duties
as requested
JOB PLACEMENT EXPERIENCEEditorial Assistant, SSHRC: March 8 – April 16 th, 2010 • Proofed, edited and wrote material for internal and external use• Created and updated lists and databases• Designed a promotional material order form for the organization• Performed ad-hoc administrative and clerical duties when requested• Received Reliability Security Clearance
VOLUNTEER EXPERIENCEMentor, Paul Baxter Elementary School: Spring 2001 - Summer 2002• Acted as an After School Mentor• Assisted the teachers in setting up activities five days a week for an hour after
school
Peer Helping, Mother Teresa High School: Summer 1999 – Summer 2003 • Class visits to younger students• Organized outings for new students• Organized fundraising efforts
