Landry Wandji

Landry Wandji Calgary, Canada Bilingual: English & French Customer Service Representative | Account Support | Virtual Assistant SUMMARY Bilingual Customer Service and Account Support Specialist with 5+ years of experience managing high-volume client interactions across phone, chat, and email. I help businesses retain customers, resolve complex service issues, and improve response efficiency through structured documentation and CRM optimization. I am highly experienced in remote work environments, maintaining SLA compliance while delivering personalized customer experiences. My background in Computer Engineering strengthens my technical troubleshooting ability and systems adaptability. I am committed to proactive communication, accuracy, and customer satisfaction — consistently maintaining 95%+ satisfaction ratings. WHAT I CAN DO FOR YOUR BUSINESS         Handle 60+ customer interactions daily across phone, email, and live chat Resolve escalations and complex service inquiries Provide bilingual support (English & French) Maintain accurate CRM documentation and case tracking Improve first-contact resolution rates Support billing, operations, and technical teams cross-functionally Identify at-risk customers and implement retention strategies Monitor recurring service issues and recommend workflow improvements TOOLS & SYSTEMS CRM & Ticketing Platforms      Zendesk Microsoft Dynamics 365 (D365) BMC Helix Zoho CRM LCRS Collaboration Tools     Slack Microsoft Teams Zoom Webex Productivity Software   Microsoft 365 Google Workspace PROFESSIONAL EXPERIENCE Bilingual Customer Service Representative Huprin Systems Inc. — Calgary, AB Jan 2022 – Jul 2025       Delivered high-volume bilingual support (60+ daily interactions) while consistently meeting SLA targets. Achieved 95%+ customer satisfaction through effective de-escalation and problem resolution. Collaborated with technical, billing, and operations teams to ensure timely case resolution. Documented all cases accurately within CRM systems to ensure transparency and continuity. Retained dissatisfied and at-risk customers by addressing concerns proactively and offering appropriate solutions. Identified service trends and recurring issues to support process improvement initiatives. EDUCATION Master’s Degree in Computer Engineering Université des Montagnes 2016 – 2018 REMOTE WORK READINESS      Fully equipped home office High-speed wired internet Legally authorized to work in Canada Flexible availability (including evenings & weekends) Self-motivated with strong time management and multitasking skills