The photos capture proud moments of recognition during team ceremonies, where I was awarded a Certificate of Excellence for exceeding performance targets in a key Customer Experience (CX) and Merchant Satisfaction Project.

I played a key role in delivering high-quality bilingual support, resolving complex technical issues, and ensuring consistent service across multiple channels. During this period, I was honored as Top Agent for three consecutive months, highlighting my commitment to excellence, consistency, and customer satisfaction.

🔍 Project Focus

• Enhance the customer and merchant experience

• Build long-term relationship strategies

• Ensure consistent service across all support channels

• Improve quality standards through feedback and coaching

💼 My Contribution

Over 3 months, I consistently maintained a Customer Satisfaction (CSAT) score above 95%, significantly exceeding the company’s 85% benchmark. I contributed by:

• Rapidly resolving escalated technical issues

• Delivering bilingual (French–English) frontline support

• Coaching peers on empathy, communication tone, and ownership

• Acting as a liaison between clients and technical teams

• Participating in Quality Assurance (QA) reviews and providing constructive feedback to improve team consistency and performance

📈 Impact

✅ Achieved and sustained 95%+ CSAT over 3 months
✅ Boosted merchant trust and client retention
✅ Improved team-wide QA scores and response quality
✅ Set a benchmark for service excellence across the department

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🏅 Recognition: Support Operations Optimization

I was formally recognized for leading a high-impact initiative to resolve a significant backlog of support tickets that was affecting response times and team performance.

🛠 What I Did

Took ownership of backlog prioritization and triage

• Developed response templates for recurring issues to speed up resolution

• Collaborated with teammates to reassign and follow up on aging tickets

• Ensured proper documentation and closure for each resolved case

📊 Results

• Reduced backlog by over 60% in just 2 weeks

• Improved team efficiency and workflow stability

• Played a key role in restoring operational balance during a high-pressure period

This recognition reflects my ability to lead through action, optimize processes, and contribute meaningfully to team success.