Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Languages
Timeline
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SHANNON HARRISON

Montreal,Canada

Summary

Experienced Bilingual Support Agent skilled in enhancing customer satisfaction through problem resolution and product knowledge. Proven communicator with adaptability to new technologies, aiming to contribute to a customer-centric organization. Strong background in relationship building, process improvement, and cross-functional collaboration.

Overview

4
4
years of professional experience

Work History

Sr. Bilingual Support Agent

Intiveo
Vancouver
06.2024 - Current
  • Facilitated effective communication to ensure accurate understanding of customer concerns.
  • Enhanced service quality through swift issue resolution and strategic solution recommendations.
  • Resolved customer issues efficiently to ensure high satisfaction levels.
  • Utilized data analysis to uncover trends, helping reduce churn.

Technical Support Analyst

Workleap
Montreal
03.2023 - 01.2024
  • Developed solutions based on customer feedback to enhance products.
  • Recognized as subject matter expert on products offered.
  • Delivered comprehensive technical support.

Senior Support Specialist Ii

Loopio
Toronto
04.2022 - 11.2022
  • Resolved numerous technical challenges, resulting in increased reliability.
  • Created over 20 educational videos for customers, enhancing self-service abilities.
  • Implemented workflow strategies leading to efficiency improvements in key processes.

Senior Cx Associate

Wealthsimple
Toronto
06.2021 - 04.2022
  • Elevated satisfaction metrics through consistent and superior service efforts.
  • Led teams to improve customer trust and satisfaction, and was recognized as a top performer.
  • Increased peer motivation and adherence to quality guidelines, achieving a significant rise in team performance.

Education

Product Management Certificate - Product development and strategy, Agile & Scrum Methodologies, Product Lifecycle Management

BrainStation
Toronto
04.2024

B.comm - Management Core - Specialized in Organization Behavior, International Business, Operations

McGill University
Montreal
05.2018

Psychology - I began psychology studies, acquired in-depth research skills, focused on social psychology

Concordia University
Montreal
01.2011

Skills

  • Customer Relationship Management
  • Technical Troubleshooting
  • Empathy and Patience
  • Cross-Functional Collaboration
  • Process Improvement
  • Escalations/Retention
  • Emotional Intelligence
  • Inter-personal skills
  • Adaptability

Accomplishments

  • Enhanced System Reliability: Resolved 50+ technical issues, boosting system uptime.
  • Boosted Self-Service: Created 30+ educational videos, improving user autonomy.
  • Top Performance Recognition: Led in escalations handling, achieving highest performance metrics.

Languages

English
Native/ Bilingual
French
Full Professional

Timeline

Sr. Bilingual Support Agent

Intiveo
06.2024 - Current

Technical Support Analyst

Workleap
03.2023 - 01.2024

Senior Support Specialist Ii

Loopio
04.2022 - 11.2022

Senior Cx Associate

Wealthsimple
06.2021 - 04.2022

Product Management Certificate - Product development and strategy, Agile & Scrum Methodologies, Product Lifecycle Management

BrainStation

B.comm - Management Core - Specialized in Organization Behavior, International Business, Operations

McGill University

Psychology - I began psychology studies, acquired in-depth research skills, focused on social psychology

Concordia University

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SHANNON HARRISON