Érika Stocker

Looking for a permanent full time remote work environment!

Granby, QC J2G 8V7
erikastocker00@gmail.com
+1 579 420 3989

Fluently bilingual in both official languages

(writing, speaking and comprehension)
Enthusiastic, outgoing, respectful and punctual
Excellent customer service and sales skills
Proven to excel in leadership and team roles
Excellent communication and presentation skills
Quick and enthusiastic to learn new skills
Diligent and conscientious work ethic
Responsible, organized, hard-working and dependable
Adept computer skills (Internet, Microsoft Word, Power Point, Outlook )

Parfaitement bilingue dans les deux langues officielles

(écriture, expression orale et compréhension)
Enthousiaste, extraverti, respectueuse et ponctuelle
Excellent service à la clientèle et compétences en vente
Démontrée pour exceller dans les rôles de leadership et d'équipe
Excellentes compétences en communication et en présentation
Rapide et enthousiaste pour acquérir de nouvelles compétences
Éthique de travail assidue et consciencieuse
Responsable, organisée, travailleuse et fiable
Excellentes compétences informatiques (Internet, Microsoft Word, Power Point, Outlook)

Personal Details

Highest Level of Education: AEC / DEP or Skilled Trade Certificate

Total years of experience: 17

Work Experience

Call Centre Agent

SNC-Lavalin - Montréal, QC
February 2023 to March 2023
• Was trained to take calls about the newest automated REM train in the Greater Montréal Area at the
Gare Centrale.
• Learned about every train station and about all the security mesures imposed.
• Learned about the new fares and how they work on the travel cards.
Travel Counsellor
Serefin Experience - Montréal, QC
November 2022 to January 2023
• Sold fun travel destinations to travellers that want to use their points using their MBNA credit card.
• Used Sabre Red 360, C2O, Sabre Vacations, and other various tools to book travel for various clients.
• Used customer service softskills and empathy to de-escalate calls.
• Went above and beyond what was expected of me by making sure every client was satisfied with their
experience with me while I booked their itineraries.

Laboratory Assistant
Dynacare - Saint-Laurent, QC
October 2022 to November 2022
• Counted, separated, coded and labelled specimens in a controlled laboratory.
• Placed specimens in appropriate controlled environment such as ambient temperature, 2°C fridge,
-20°C freezer and -70°C Freezer.
• Used appropriate and sterile lab equipment and accessories to navigate the lab.
• Abided by strict ISO standards, rules and protocols.

Admin Support Agent

Randstad - Quebec City, QC
April 2022 to October 2022
• Helped urology patients secure appointments at the CRCEO across from the Hotel-Dieu Hospital, with
inbound and outbound calls.
• Used empathy and compassion while building rapport with patients.
• Did some data entry and administrative duties while maintaining total confidentiality.

Airport Traveler Support

AppleOne - Quebec City, QC
November 2021 to April 2022
• Helped travelers that have arrived from their international flights, to register onto the Dynacare website
to get them to go get tested for Covid-19 as per Health Canada protocol.
• Used empathy and customer service skills set to de-escalate negative situations to help travelers make
an easy transition between their flight and their arrival at the airport.

Customer Experience Associate

Switch Health - Remote
April 2021 to November 2021
• Helped clients navigate covid testing online
• Registered their kits on their accounts, and responded to inquiries regarding Public Health, Covid-19
testing clinics, virtual testing with Telehealth nurses, hours of operations, border crossings, etc.

Corporate Travel Counselor

Amex GBT - Halifax, NS
January 2020 to November 2021
• Answered travel inquiries and booking travel for corporate clients.
• Used Sabre Red GDS system for travel booking, learning sales and travel codes, airport codes and city
codes to enable easier travel booking.
Client Service Coordinator
Canadian Red Cross - Saint John, NB
February 2019 to January 2020
• Took care of Woodstock Upper and Fredericton clients as well as the Home Support Workers that work
with the clients in both regions.
• Managed schedules and dispatched HSW to clients that needed services rendered.

CSR - Admin
Stericycle Communication Solutions - Dartmouth, NS
September 2018 to February 2019
• I answered inbound calls for the Canadian Red Cross in regards to anything pertaining to First Aid and
Water Safety.

Customer Service Representative

TTEC - Fredericton, NB
May 2017 to September 2018
• Answered billing/retention/credit operations/customer care/customer relations and general inquiries
for Fido customers.

Customer Experience Representative

Distributel - Ottawa, ON
July 2016 to May 2017
• Answered inquiries about billing, products prices and cancellation procedures;
• Tranferred customers to appropriate department;
• Made outbound calls to customers with updates about account;
• Sold internet, long distance, IP TV, and home phone services to customers, where applicable;
• Interacted with customers in a professional manner;
• Went above and beyond what was expected;
• Answered calls in a timely and efficient manner.

ECommerce Representative for Walmart.ca

Sitel - Saint John, NB
August 2013 to January 2015
• Catered to Walmart customers that ordered products on the website, honored rollbacks and took care
of complaints.

Bilingual Customer Service Representative

Sykes Enterprises - Riverview, NB
March 2010 to August 2013
• Answered general and billing inquiries for Virgin Mobile postpaid clients;
• Used basic troubleshooting techniques when necessary, and processed credit card payments.

Education

AEC / DEP or Skilled Trade Certificate in Hôtellerie

EQLC - Quebec City, QC
January 2006 to August 2006
Secondary School in General Education
UNB - Fredericton, NB
August 2004 to October 2005

École Secondaire

Skills
• Music (10+ years)
• Writing (10+ years)
• Drawing (10+ years)
• Painting (10+ years)
• Singing (10+ years)
• Wordpress (4 years)
• Blogging (4 years)
• Microsoft Word (10+ years)
• Interpersonal Skills (10+ years)
• Excel (Less than 1 year)
• Customer Service (10+ years)
• Sales (4 years)
• Call Centre (10+ years)
• Bilingual (10+ years)
• CSR (10+ years)
• Call Center (10+ years)
• Customer Care (10+ years)
• Customer Service (10+ years)
• Customer Support (10+ years)
• Microsoft Office (10+ years)
• Management (1 year)
• Receptionist (2 years)
• Hospitality and tourism (10+ years)
• Time Management
• Team Building
• Filing
• E-Commerce
• Amélioration continue
• Français
• Anglais
• Ventes internes
• Analysis skills
• Négociation
• Gestion des risques
• Approvisionnement
• Hôtellerie
• Collecte de données
• Windows
• Vente au détail
• Google Suite
• Typing

Languages

• English - Fluent
• French - Fluent