Alcide Piche
Farmingtom Hills,MI
Summary
Dynamic customer support professional with a proven track record at Ford, enhancing customer satisfaction through effective complaint resolution and personalized service. Skilled in technical troubleshooting and client relationship building, I excel in high-pressure environments, fostering loyalty and driving repeat business while optimizing workflow processes for improved efficiency.
Overview
19
19
years of professional experience
Work History
French/english Ford SYNC Representative
Ford
09.2013 - 08.2021
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Greeted customers warmly to set tone of customer experience and provide welcoming and friendly atmosphere.
- Learned and followed all organizational policies and procedures to maintain safe and professional working environments.
- Optimized workflow processes, allowing for more efficient use of resources and reduced turnaround times on projects.
French/english Telematics Operator
OnStar
01.2003 - 06.2013
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Led quarterly customer service meetings to review performance and set goals for improvement.
Education
Associate of Arts - Religion
College Sacre Coeur
Sudbury , Ontario , Canada06-1972
Skills
- Customer support
- Goal-oriented mindset
- Customer relations
- Data entry proficiency
- Client relationship building
- Client services
- Telephone reception
- Technical troubleshooting
- Account servicing
- Systems and software expertise
- [Product or service] expertise
- Technical aptitude
- Industry awareness
- Multitasking Abilities
- Attention to detail
- Teamwork and collaboration
Accomplishments
- Collaborated with team of 20 in the development of SYNC digital introduction.
- Documented and resolved analog to digital transition issues which led to smooth start up.
Languages
French
Native or Bilingual
Interests
- Gardening
- superior snooker player
- deadly 8 or 9 ball shooter
- Woodward Dream Cruise FANATIC
- euchre and cribbage expert
Timeline
French/english Ford SYNC Representative
Ford
09.2013 - 08.2021
French/english Telematics Operator
OnStar
01.2003 - 06.2013
Associate of Arts - Religion
College Sacre Coeur