Marie Bleus-Francois
Decatur,IL
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Customer Service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
34
34
years of professional experience
Work History
Instructor/ Remote
Arise Virtual Solutions Inc.
01.2011 - Current
- Tracked learners progress, frequently checking in with struggling learners and identifying root causes of problems.
- Improved learners performance by defining clear goals and communicating performance metrics.
- Assisted learners in retaining lecture information with creation of guides and course materials.
- Boosted learners performance by providing individualized support and targeted feedback.
- Prepared quizzes to gauge how well learners were learning.
- Increased learners participation via engaging lectures and assignments.
- Applied various teaching aids to minimize learning gaps and instruct and motivate learners.
- Tested learners to assess progress and adapted learning plans in alignment with performance.
Facilitator/ Remote
Arise Virtual Solutions Inc.
02.2019 - 12.2023
- Conducted weekly call audits for agents to identify and resolve quality issues and QA Errors and adherence to established protocols, maintaining consistency.
- Developed and implemented comprehensive quality assurance plans to monitor call quality and adherence to regulatory standards.
- Applied coaching techniques and tools to support my agents in order to improve performance.
- Conducted training courses for all agents in my team to enhance understanding of client's best practices and protocols.
- Built rapport with my agents by demonstrating empathy, active listening and skills, during facilitated sessions.
- Led virtual training sessions to maintaining high levels of participant interaction and engagement throughout event duration.
Inbound Call Center Agent/Remote
Arise Virtual Solutions Inc.
01.2011 - 12.2023
- Handled high volume of inbound calls per shift to offer callers service information and resolved reason for the call.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Improved customer satisfaction levels by promptly addressing inquiries and resolving issues.
- Developed strong rapport with customers, ensuring repeat business and positive feedback.
- Provided exceptional service by actively listening to customer concerns and offering tailored solutions.
- Reduced call waiting times through efficient handling of inbound calls and effective problem-solving skills.
- Adhered to company policies and guidelines while providing timely responses to customer requests or complaints.
- Displayed excellent communication skills in assisting diverse clientele with various needs and preferences.
- Efficiently managed multiple tasks simultaneously while maintaining focus on serving customers effectively under pressure situations.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Attended telephone skills and program information training sessions to boost aptitude.
- Asked relevant questions to assist customers with selecting needed or requested products and services.
Library Associate
Champaign Public Library
02.1990 - 12.2019
- Enhanced library user experience by providing exceptional customer service and assisting with information requests.
- Streamlined book circulation process for improved efficiency and reduced wait times for patrons.
- Collaborated with librarians to develop and implement engaging programs and events for community.
- Assisted in collection development by selecting, purchasing, and weeding materials according to patron needs and interests.
- Provided reference assistance to patrons, utilizing various print and digital sources to answer questions accurately and efficiently.
- Managed the interlibrary loan system to ensure timely access to materials from other libraries for patrons in need.
- Supervised a team of student workers or volunteers, providing training, guidance, scheduling support, as well as performance feedback when necessary.
- Assisted patrons with technology-related questions about computers or devices available within the library.
- Conducted inventory audits periodically ensuring minimal loss of assets while keeping an updated record of library resources.
- Contributed to a positive workplace culture by actively participating in staff meetings, professional development opportunities, and team-building activities.
- Assisted patrons with printing and copying according to personalized requirements.
- Answered patron questions in-person or by phone regarding library services and resources.
- Located library materials, resources and technologies to fulfill patron requests.
- Answered questions from patrons and helped to find desired materials.
- Developed library displays and implemented innovative outreach activities for improved community engagement.
- Maintained secure environment by monitoring visitors at front desk.
- Answered phone and in-person inquiries about library services, policies and procedures to provide accurate information.
- Assisted patrons with library's computers and provided information on logging onto Internet.
- Provided basic computer assistance to help patrons access needed resources.
- Utilized computer databases to locate library materials.
- Helped patrons locate resources using catalog and circulation systems.
- Assisted with mailings and interlibrary loans to facilitate flow of information and resources between libraries.
- Conducted library tours and orientations, familiarizing patrons with library's resources and services.
- Stayed up to date on references, card catalogs and automated information systems to teach and educate patrons.
Education
High School Diploma -
Midwood High School
Brooklyn, NY06.1980
Skills
- Class Instruction
- Group and Individual Instruction
- Online teaching experience
- Strong communication skills
- Learner-centered learning focus
- Ability to motivate students
- Understanding of learning styles
- Classroom management techniques
- Good Telephone Etiquette
- Problem-Solving
- Calm Under Pressure
- Organizational Skills
Timeline
Facilitator/ Remote
Arise Virtual Solutions Inc.
02.2019 - 12.2023
Instructor/ Remote
Arise Virtual Solutions Inc.
01.2011 - Current
Inbound Call Center Agent/Remote
Arise Virtual Solutions Inc.
01.2011 - 12.2023
Library Associate
Champaign Public Library
02.1990 - 12.2019
High School Diploma -
Midwood High School
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