Jeremy Dufresne

Jeremy Dufresne --147 Falwood Way NE Calgary, AB T3J 1A8 Dynamic leader with a proven track record in Customer Relationship Management and analytical problem solving. Spearheaded initiatives that achieved a 95% customer satisfaction rating, demonstrating a commitment to Customer Service excellence. Proficient in Microsoft Office and CRM management, and skilled at fostering team collaboration, positive team recruitment and mentoring, all driving results and operational efficiency. SKILLS • • • • • • • • Time Management Excellent Interpersonal Skills Staff Recruitment, Coaching and Mentoring, fostering Teamwork and Collaboration Attention To Detail Ability to work under pressure in a fast-paced environment to meet KPI’s and deadlines Customer Relationship Management (CRM) Administrative Support Multi-Tasking and Ability to Prioritize PROFESSIONAL EXPERIENCE DX Direct, Inc – Calgary, AB Manager (Sept 2010 – April 2024) • • • • • Enhanced Customer Satisfaction with proactive communication, timely issue resolution, and continuous process improvements, maintaining a 95% customer satisfaction rating. Established a culture of continuous improvement by identifying opportunities for enhancement in operations, systems and procedures. Fostered strong relationships with external partners and stakeholders to support business objectives. Disciplined in recruitment, coaching and training staff to achieve exceptional KPI’s, Customer Service and Satisfaction. Managed filing, organizing invoices, payments and monthly banking. Securitas Canada – Calgary, AB Call Center Operations Supervisor (Sept 2004 – Sept 2010) • • • Boosted employee morale and retention by fostering a positive work environment through open communication and constructive feedback, training and coaching an exceptional staff. Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices. Established clear expectations for staff conduct, promoting a culture of professionalism when dealing with Customers. Securitas Canada – Calgary, AB Scheduling and Deployment Officer (Sept 1994 – Sept 2004) • • • • Maintained a centralized database of employee skills and expertise to enable efficient resource matching for current and upcoming projects. Resolved scheduling conflicts proactively by identifying potential issues early on and implementing alternative solutions as necessary. Improved overall efficiency by identifying areas for process improvement within the scheduling function and recommending actionable solutions, and Often required to use Problem-Solving skills to manage Book-offs, No-Shows and Open Shifts, ensuring proper resources were used to maintain Customer Satisfaction and Retention. EDUCATION High School Diploma Bayridge Secondary School | Kingston, Ontario REFERENCES Available upon request