Junior Etes

etesjunior@hotmail.com
(829) 902-2449 / (514) 447-9194
Jun.Ete
Objective:To obtain a role within an organization that allows me to bring my experiences and current qualifications as well as
expose me to new knowledge. I would like to be a positive asset to the team and be able to establish and maintain working
relationship while meeting the goals and expectations of the company.

Work Experience
Sales Supervisor
Emergroup | January 2016 April 2016
Responsible for hiring, training and coaching Call Center staff to ensure that productivity goals are achieved and all Sales and
Support Executives meet their targets.

Bilingual Supervisor/Trainer
Fibernetics Contact Centre | 2011 2015
Responsible for hiring, training and coaching Call Center staff to ensure that productivity goals are achieved and all Sales and
Support Executives meet their targets.

Responsible to train and coach staff of 40 to 50 people on Product knowledge, Selling techniques, IT-support, Billing and
Customer service in English, French& Spanish.
Organize, create and maintain training materials updated. And Send Statistic report to Manager.
Providing leadership, management and guidance to all Call Center staff
Ensuring high quality and accuracy of work from call center staff
Liaising with the main office management team to monitor the effectiveness of service policies and practices.
Weekly management meeting to troubleshoot any operational problems.
Conducting staff performance reviews and awards to staff.
Assisting in the preparation of training materials.
Training and coaching team members on selling techniques.
Gaining a thorough understanding of every customers' needs in order to offer them the best solution.
Conducting real-time phone monitoring of staff.
Monitoring and responding to changing service level requirements.
Attending all company departmental and general meetings.
Carrying out staff performance reviews.
Addressing individual and group training needs.

Bilingual Sales and Customer ServiceSupervisor

Fibernetics Contact Centre | 2007 2011
Responsible for monitoring the performance of all sales executives and customer service representative.

Leading, directing and motivating the sales team.

Assisting with staff hiring, training, support and retention.
Training sales staff on effective sales techniques to increase sales.
Coordinating and supervising the day-to-day sales efforts of the team.
Directly supervising and coordinating the activities of all customer service employees.
Answering inbound calls and emails from customers.
Authorizing refunds or other compensation to customers.
Developing and maintaining productive relationships with all company staff.
Maintaining staff attendance and punctuality reports.

Writing up accurate records of discussions or correspondence with customers.

Identifying and providing feedback to management concerning possible problems or areas of improvement.
Performing any other job duties as assigned by the management.
Daily stand-up meeting to evaluating the work and performance of staff.

Bilingual Sales Executive, Customer Service & IT support Specialist

Fibernetics Contact Centre | 2006 2007
Responsible for growing customers database and meeting sales goals. Resolve existing service issue or
report to higher level IT Support Team.

Answering customer questions regarding 295.ca and Worldline.ca products.

Engaging in conversation with customers in order to build a better understanding of their needs.
Encouraging customers to buy products and services.
Maintaining understanding of all company processes and product knowledge necessary to make sales.
Twice Top seller award in 2007.
Listening out for and identifying opportunities to cross sell additional products and services.
Logging and update information onto computer system database or (CRM).
Maintaining professional relationships with work colleagues and customers.
Working within a TCP/IP network environment, including DHCP, DNS and Ethernet.
Communicating with higher level technical specialists.
Knowledge of Microsoft Windows client operating systems, XP, Vista, 7, 8, 10 /
Windows & Microsoft Office up to Office 2010.
Configuration of Dialup and DSL connections, and Troubleshooting and Landline / VOIP telephone lines.

Education
Contact Centre Training
Fibernetics Corp - 2006 2015

POTS line and ADSL& VDSL equipments (Nexxia, Calix) at Bell CO, King St, Kitchener.
Use of Salesforce Interface, AV-system, Remote access software development
Weekly Broadcast and Staff Scheduling, Team Coaching and Supervision techniques
Customer service, Sales and Billing efficiency training
Dialup, ADSL& VDSL internet installation and troubleshooting training.

Computer & Information Sciences

Institut Universitaire Quisqueya-Amrique (INUQUA) - 2003 2006
Port-au-Prince, Haiti

High School &Computer Information Course

Collge Cur de Jsus - 2000 2002
Port-au-Prince, Haiti

Skills and Qualifications

Professional

Sales oriented and customer care.

Knowledge of call center management techniques.
Able to type 35 words per minute.
Ability to assess talent, manage people and motivate others.
Proficient in Microsoft Office, Excel, Word, Power Point & Outlook.
Properly handling confidential information.

Personal

Strong decision making ability.

Able to sit in front of and work on a computer screen for long periods of time.

Languages Skills:

Fluent in English, French and Spanish

Computer Skills:

Microsoft Windows, Mac OS 10x, Microsoft Office, MS Outlook, Windows Mail, Entourage
PC Applications & Maintenance and Web Development
C, C++, Java Programming and Visual Basic
Corel-Draw, Paint-Shop, Photo-Express, Photoshop