Remy Fellin
@remyfellin
Experienced customer support specialist driving high CSAT and fast resolution.
CanadaWhat I'm looking for
I am an experienced Customer Support Specialist with over seven years supporting customers across phone, chat, and email, consistently delivering high satisfaction and rapid resolution. I specialize in resolving complex billing and technical issues, maintaining meticulous CRM documentation, and collaborating with product and engineering to reduce repeat tickets.
As a team-oriented leader, I have led customer experience teams, improved workflows to cut response times, and trained staff to raise first-contact resolution. I bring strong technical proficiency with Salesforce, Microsoft Dynamics, Office Suite, and troubleshooting tools, and a data-driven mindset demonstrated by measurable improvements in CSAT, ticket resolution, and incident reduction.
Experience
Work history, roles, and key accomplishments
Customer Success Representative
FoundEver Technology
May 2021 - Present (4 years 5 months)
Managed ~350 customer interactions/month across phone, email and chat, maintained a 92% CSAT and 78% first-contact resolution while closing 95% of tickets without escalation and reducing resolution time by 22%.
Customer Relations Specialist
Ford Credit Canada
Sep 2018 - May 2021 (2 years 8 months)
Handled ~60 inbound customer interactions/week with ~90% CSAT, investigated 8–12 suspicious incidents monthly contributing to a 10% reduction in loss incidents and processed orders with >99% accuracy and 95% documentation compliance.
Customer Experience Team Lead
Edmonton Transit Services
Jan 2017 - Jun 2018 (1 year 5 months)
Led an 8-person customer experience team, implemented workflows and reporting that improved on-time deliverables by 20% and cut average response time by 30%, and achieved >98% data accuracy across service systems.
Education
Degrees, certifications, and relevant coursework
NTNorthern Alberta Institute of Technology
Bachelor's Degree, Technology
2018 - 2022
Completed a Bachelor's degree at the Northern Alberta Institute of Technology from 2018 to 2022.
HarvardX (edX)
Certificate, Data Science
Completed a Data Science certification program through HarvardX on edX.
Tech stack
Software and tools used professionally
Availability
Location
CanadaAuthorized to work in
Job categories
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