Christine Humbrecht
Environmental and Sanitary Engineer
Versailles,Yvelines
Summary
SUMMARY
Versatile Customer Support Representative with a documented history of exceeding customer and patron expectations. Skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products. Expert at finding win-win solutions.
Overview
18
18
years of professional experience
3
3
Languages
4
4
years of post-secondary education
Work History
Customer Support Representative/ Helpdesk Agent
ATTRAQT acquired by CROWNPEAK
Paris
01.2022 - 05.2023
- Responsible for providing first-line support to our customers by quickly and accurately assessing the nature and urgency of requests, resolving common issues, and routing more complex tasks and problems to the team responsible for resolution
- Responsible for triaging new tickets within the targeted time frame, ensuring urgent/important issues are flagged within the appropriate channels and routed to the correct team
- Responsible for conducting basic technical troubleshooting
- Responsible for providing answers to our customers by identifying the relevant feature, and determining whether it is a software issue or a new feature suggestion request
- Responsible for identifying recurring performance issues and ensuring that these issues are raised to the product team
- Responsible for providing relevant links to knowledge base articles to address the customer's queries
- Responsible for actioning and managing routine support change requests (e.g
- Making minor configuration changes or working with dev teams to implement code changes)
- Responsible for providing access requests - user management and troubleshooting
- Responsible for managing capacity planning requests for sales and load testing
- Responsible for assisting the customer in the onboarding process and participating in customer go-lives
- Responsible for conducting customer off-boarding administration
- Responsible for writing, editing, and revising the knowledge base articles, identifying support inquiries by suggesting improvements, and providing updated support documentation to encourage our customers to fully discover and maximize the benefits of the platform.
Customer Support Specialist
Sendinblue
Paris
10.2021 - 11.2021
- Responsible for managing and resolving daily client tickets
- Responsible for ensuring that client's questions and problems are resolved properly and quickly
- Responsible for addressing challenging customers and problems that require escalation outside of the department
- Responsible for reporting, analyzing, and resolving system, client, and operational issues.
Montessori Primary Teacher
Talentree Montessori International
08.2018 - 07.2019
- Sales CRM software
- Responsible for growing client relations and working closely with the tech team to identify bugs
- Responsible for developing familiarity with technical aspects of email marketing, such as DNS record creation/modification, email-friendly
- HTML, and the Sendinblue API
- Responsible for providing Math, Science, and Geometry Lessons from
- CP to CM2 (6 – 12 years old) utilizing the English language following the French Education System Curriculum and the Montessori
- Methodology and Principles.
Senior Sales & Customer Service Representative
Teleperformance
02.2013 - 09.2017
- Responsible for managing and resolving daily client tickets covering the
- US time zone
- Responsible for handling customer problems, assisting in escalating such concerns when necessary, and providing timely and efficient solutions
- Responsible for the overall sales administration and order processing
- Responsible for contacting prospective clients and offering services via phone calls
- Responsible for updating the data in the ERP system
- Responsible for managing customer orders
- Responsible for responding to customer inquiries and requests
- Responsible for communicating with customers regarding delivery times.
Project Manager / Senior Sanitary Design Engineer
VERSAR International Inc
, Virginia
05.2008 - 06.2012
- Kabul (Afghanistan) &
- Baghdad (Iraq, Responsible for the overall task assigned to the Environmental and sanitary Discipline
- Responsible for maintaining zero backlogs on all submittals/plans submitted for Sanitary Review and Evaluation
- Directly responds to the
- PM, RM, and client's (AFCEE COR - Air Force Center for Engineering and the Environment COR) inquiries
- Responsible for the design, development, implementation, and analysis of technical products and systems under the Sanitary Engineering
- Discipline
- Performs engineering design evaluations and provides approval for all products used on Site
- Performs Quality Control evaluation for all design plans under the
- Sanitary Engineering Discipline based on the US International
- Standards
- Prepares, evaluates, and approves RFI (Request for Information) for materials to be used on site
- Recommends alterations to the development and design to improve the quality of products and/or procedures.
Environmental & Sanitary Design Engineer
ArchEn Technologies, Inc
09.2007 - 05.2008
- Provided the Sanitary/ Plumbing Design and CAD drawing layout of various projects.
Sanitary Engineer Trainee
TCGI Engineers
Makati City
06.2007 - 08.2007
- Responsible for providing the Sanitary/Plumbing CAD drawing layout
- Responsible for coordinating with other disciplines (Mechanical
- Electrical, and Structural departments)
- Responsible for creating isometric diagrams for all Sanitary layouts
- Responsible for verifying that the design plan is following the Code
- Standards.
Customer Service Representative
SYKES Asia Inc
Makati City
11.2005 - 06.2007
- Responsible for various customer service duties for Toyota and Alltel accounts, including front and back-office duties
- This involves customer assistance, activating mobile phones, handling complaints, accommodating returns and processing refunds and exchanges.
Education
Bachelor of Science - Environmental and Sanitary Engineering
Mapua University
06.2001 - 10.2005
Master of Science - Environmental & Sanitary Engineering
PROFESSIONAL REGULATION COMMISSION
02.01/2007
Timeline
Customer Support Representative/ Helpdesk Agent
ATTRAQT acquired by CROWNPEAK
01.2022 - 05.2023
Customer Support Specialist
Sendinblue
10.2021 - 11.2021
Montessori Primary Teacher
Talentree Montessori International
08.2018 - 07.2019
Senior Sales & Customer Service Representative
Teleperformance
02.2013 - 09.2017
Project Manager / Senior Sanitary Design Engineer
VERSAR International Inc
05.2008 - 06.2012
Environmental & Sanitary Design Engineer
ArchEn Technologies, Inc
09.2007 - 05.2008
Sanitary Engineer Trainee
TCGI Engineers
06.2007 - 08.2007
Customer Service Representative
SYKES Asia Inc
11.2005 - 06.2007
Bachelor of Science - Environmental and Sanitary Engineering
Mapua University
06.2001 - 10.2005
Master of Science - Environmental & Sanitary Engineering
PROFESSIONAL REGULATION COMMISSION
Skills
- Customer Relations
- Customer Relationship Management
- Quality Control
- Organizational Skills
- Project Management Abilities
- Customer Service
- Problem-Solving Ability
- Closing Sales
- Call Center Operations
- Technical Support
- Environmental Consulting
- Identifying Environmental Concerns
- Environmental Assessments
- Resource Management
- Environmental Impact Assessments
- Energy Conservation
- Hazardous Waste Remediation
- Knowledgeable in utilizing Oracle NetSuite ERP system
- Knowledgeable in utilizing Sift Science
- Knowledgeable in Email Marketing and DNS creation
- Experienced in utilizing Jira and Confluence
- Basic knowledge of HTML and CSS
- Proficient in Zoom and other virtual meeting platforms such as Google Meet and Microsoft Teams
- Proficient in Google Docs and Microsoft applications
- Proficient in CRM Software such as Zendesk, and Salesforce Experienced in utilizing Monday sales CRM software
Work Preference
Work Type
Full TimeWork Location
RemoteHybridImportant To Me
Company CultureCareer advancementWork-life balanceWork from home optionPersonal development programsHealthcare benefitsAccomplishments
· Recognized as the leading agent in handling customer expectations through successful customer relationships and first-call issue resolution. Accumulated the highest CSAT (Customer Satisfaction Score) dated August 2022 – May 2023.
· Two-time Outstanding Sales Service Agent Awardee for the years 2014 and the year 2016 presented by Teleperformance.
· Recognized as the best and leading customer service agent of SYKES Asia Incorporated dated December 2006.
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