Marc-Alexandre Plouffe
Customer Service Specialist @Videotron
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WORK HISTORY
Customer Service Specialist @Videotron
Gatineau, QC, CA
Customer Support:Responding to customer inquiries via phone, email, chat, or in person.Providing information about products and services, including pricing, features, and promotions.Troubleshooting technical issues related to Videotron’s services (e.g, internet, television, and mobile).Assisting customers with billing inquiries and payments.Sales and Upselling:Identifying opportunities to promote and sell additional services or upgrades to existing customers.Handling orders and processing changes to customer accounts.Problem Resolution:Addressing customer complaints and ensuring that issues are resolved in a timely and satisfactory manner.Escalating complex issues to higher-level support or technical teams when necessary.Account Management:Updating and maintaining accurate customer records.Managing subscription renewals, cancellations, and changes.Customer Education:Educating customers on how to use Videotron services and products effectively.Providing guidance on self-service options and troubleshooting tools.Feedback Collection:Gathering customer feedback and providing insights to improve service quality.Participating in surveys or studies to enhance customer experience.Team Collaboration:Working with other team members to achieve customer service goals and meet performance metrics.Participating in training sessions and staying updated on new products and services.Compliance and Reporting:Adhering to company policies and procedures, including data protection and confidentiality.Preparing and submitting reports on customer interactions and service issues.
EDUCATION
International Academy of Design & Multimedia
Technical School Diploma, Multimedia, Design, Video
Blizzard PS University
Management & Leadership, Organizational Leadership
SKILLS
ABOUT MARC-ALEXANDRE PLOUFFE
Return to America after a 13 year stint in Asia (Chengdu, China) where I help prepare/open a Studio for Ubisoft and stayed on to work for smaller and bigger companies during my time there. In 2019, choosing Gatineau, Quebec vs my old stomping grounds of Montreal after Asia, I joined Videotron in 2020 as what I hoped would be a long and fun career, alas, 2023 Lock Out of our office being still in effect, I am now actively searching for opportunities. 20+ years experience in the Game Industry in various positions from QC, Coordinator, Localization, and Platform Services Manager and having worked with leading companies as well as Start Ups (North America & Asia). My goals are to constantly improve on all aspects of game development I can affect. But also to create a strong and healthy environment for my team(s). To be creative, motivated and ultimately succeed and realize there goals. As a team and as individuals.Always open to Voice Overs opportunities and translations, something I\'ve grown quite fond of doing during my time in Asia. Projects worked on (Fuller list lower)- World of Warcraft (MoP)- Diablo SCII- Battlefield 3 (PS3)- Splatterhouse 2010 (PS3/X360)- Might & Magic: Kingdoms (PC MMO Browser)- Prince of Persia 0 (PC)- Brothers in Arms: Hell\'s Highway (PC)- Naruto Rise of the Ninja (360)- R6: Vegas2 (PS3)- R6: Vegas (360/PC)- FarCry: Evolution (X360)- FarCry: Instincts (XB). And much more!Strengths: Studio/ Project/ TeamIn > Management (Change Management)In > Quality Assurance/ ControlIn > Localization (Testing/ Translating/Proofreading)In > Compliance [Microsoft/ Sony/ Nintendo/ Web]In > Organized planning of resources and schedulesIn > Recruiting, hiring, training, performance reviews, disciplineIn > BudgetingIn > MotivationIn > AdaptingIn > Multi-Cultural TeamsAnd I\'m a gamer!
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