Open to opportunities

Muray Benny

@muraybenny

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Bilingual customer experience professional delivering empathetic, KPI-driven support.

Canada

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What I'm looking for

I’m looking for a remote-ready customer support role where I can use my bilingual communication, empathy, and high-volume, KPI/SLA-focused approach to resolve complex cases, de-escalate calmly, and drive retention through tailored solutions.

I’m a results-driven, bilingual (French/English) customer experience professional with 6+ years of progressive experience across Ontario and Quebec, consistently exceeding service level objectives. I handle high volumes of inbound calls, emails, and live chats with genuine empathy—diagnosing complex issues and delivering tailored solutions while maintaining strong first-contact resolution.

Across my roles, I’ve built loyalty through upselling, cross-selling, customer retention, and churn reduction, while troubleshooting billing disputes, technical inquiries, and delivery exceptions. I thrive both independently in remote work and in high-performing teams, documenting interactions in CRM systems (including Salesforce) and improving processes by flagging recurring patterns and exceptions.

Experience

Work history, roles, and key accomplishments

Bilingual Customer Service Rep

HGS (Rogers & Fido)

Jan 2025 - Apr 2026 (1 year 3 months)

Managed high volumes of inbound calls, emails, and live chats for Rogers and Fido customers while maintaining first-call resolution above departmental targets. Provided bilingual FR/EN support, resolved complex billing and technical issues, met SLA/KPI expectations, and contributed to revenue goals through upselling, cross-selling, and retention.

Upselling Cross selling Customer Retention

Bilingual Customer Service Rep

Gestcom (Delivery Support)

Jun 2023 - Dec 2024 (1 year 6 months)

Resolved Amazon delivery inquiries across phone, email, and live chat, addressing lost, delayed, or damaged packages with strong first-contact resolution. Investigated delivery exceptions with logistics/carriers, provided accurate updates and ETAs in FR/EN, and processed refunds, replacements, and redelivery requests while de-escalating peak-period cases.

Peak Volume Support

Senior Advisor

A Place for Mom

Mar 2021 - May 2023 (2 years 2 months)

Advised families on senior care placement by conducting needs assessments over phone and email and delivering personalized recommendations in English and French. Managed concurrent lead and case pipelines in Salesforce CRM, drove high conversion and retention outcomes, and coordinated with partner facilities while navigating sensitive family dynamics.

Senior Care Advisory Salesforce CRM Conversion Optimization Customer Retention Emotive Conflict Handling

Customer Support Representative

Nordia Inc.

Sep 2019 - Feb 2021 (1 year 5 months)

Provided front-line customer support across phone, email, and chat, handling product and billing inquiries with a warm, professional tone under pressure. Balanced multitasking to meet quality and speed benchmarks, supported onboarding of new team members with shared workflows, and re-engaged disengaged clients to improve retention.

Billing Support Product Support