Candidate #BTA-025 - Customer Support Manager

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Professional Summary

Bilingual Customer Operations professional with 5+ years of experience across customer support, fraud case management, team leadership, performance coaching, and consumer operations. Skilled in managing complex escalations, leading bilingual teams, driving KPIs, improving service quality, and handling sensitive customer cases. Native French speaker with strong English proficiency and experience across CRM, compliance, and high-volume support environments.

Professional Highlights

• 5+ years of progressive experience across bilingual customer support, consumer operations, fraud processing, and team leadership.

• Progressed from Bilingual Customer Service Representative to Customer Service Team Lead, demonstrating consistent performance and leadership capability.

• Led bilingual English/French customer service teams in high-volume, multi-channel environments.

• Managed complex fraud investigations, audit trail analysis, escalations, and sensitive consumer cases within regulated environments.

• Coached teams through performance reviews, KPI monitoring, quality assurance, onboarding, and targeted development plans.

• Designed onboarding and training programs to improve ramp-up and service delivery.

Professional Information

Total Experience: 7 years

Area of Interest: Team Leader, Customer Support Manager, Customer Operations Lead, Client Services Team Lead, Performance Coach, and Operations Supervisor.

Most Recent Role: Customer Service & Customer Operations, Team Leadership, Performance Management, Customer Experience, and Client Support

Tools & Software used:  Salesforce, Zendesk, Sprinklr, Microsoft Office 365, Google Workspace, Tableau, PowerBI

Level of Education: College / Technical Diploma

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