Customer service professional with 10+ years delivering exceptional support across financial services, telecommunications, retail, and hospitality. Bilingual in English and French. Passionate about building lasting client relationships and resolving complex concerns with empathy.
Client Service Representative
Olympia Trust Company — Calgary, AB
January 2022 – August 2023
Bilingual Retention Agent
ADT by TELUS — Calgary, AB
February 2020 – December 2021
Shelf Stocker
Save-On-Foods — Calgary, AB
January 2017 – June 2017
Barista
Starbucks — Calgary, AB
October 2015 – January 2016
Office Administration Diploma
Reeves College — Calgary, AB
Certificate in Computer Applications
Datamatics — Mauritius
High School Diploma
Patten College — Mauritius
Led customer service transformation at Olympia Trust Company, managing 80+ daily interactions while maintaining high first-call resolution rates. Implemented process improvements that reduced escalations by 20% and improved client satisfaction scores.
Developed and managed bilingual (English/French) customer support at ADT by TELUS. De-escalated sensitive concerns through empathetic communication and achieved 95% customer retention targets. Created documentation for complex technical issues in both languages.
Designed and executed retention campaigns that identified at-risk customers and delivered personalized solutions. Resolved billing disputes with professionalism and transparent communication, building long-term customer loyalty and trust.
Reena's dedication to customer satisfaction is exceptional. She consistently goes above and beyond to resolve client concerns with professionalism and empathy. A true asset to any team.
Sarah Johnson
Manager at Olympia Trust Company
Reena's bilingual skills and calm demeanor were invaluable in our customer retention team. She has a natural ability to turn upset customers into loyal advocates.
Marcus Chen
Team Lead at ADT by TELUS