Ruslan User

Delivered customized tutoring sessions and trilingual translation services, while providing technical support and maintaining high client retention.

Applied strong work ethic, team collaboration, site safety compliance, and hands-on problem-solving across large commercial projects.

Managed hybrid teams, handled Tier 2 escalations, and oversaw e-commerce operations, maintaining high CSAT scores and coordinating vendor relationships.

Handled escalated disputes and security inquiries, conducted fraud investigations, and improved First Contact Resolution by 20%.

Provided omnichannel support via chat and phone, achieving top metrics in response time and resolution, and guided customers through technical troubleshooting.

Delivered frontline support across financial and telecom accounts, conducting needs assessments and handling escalations to maximize retention.

Completed a 45-hour course in Physical Activity, Health & Nutrition.

Earned a Certificate in Social Sciences from UQAM.

Studied Police Technology and Social Sciences with an Administration profile.

Studied Police Technology and Social Sciences with an Administration profile.

Graduated from the International Education Program (PEI) with a Triple Diploma, including a DES, DÉSI, and IB MYP Certificate.

Certified in Service Hub Software.

Certified as a Zendesk Agent.

Completed the Customer Success Foundations course.

Completed the Customer Experience Leadership course.

Completed The Service Mindset: Enhancing Your Customer-Centric Skills course.

Completed the Securing Software as a Service (SaaS) course.

Completed the Tackling Intense Customer Service Moments course.

Completed the Building Rapport with Customers course.

Completed the Talking to Customers course.

Completed the Phone-Based Customer Service course.

Completed the How to Manage Your Customer Queues course.

Earned the ASP Card for Health & Safety on Construction Sites.

Earned the CCQ Occupation Competency Certificate.