Guillaume Rouyer
Summary
Currently holding a Working Holiday Visa (subclass 417) until 16 March 2026, I am actively seeking employment. I am open to all types of opportunities. Having worked in four countries, including England and Canada, I have gained professional experience in English-speaking environments. I am confident in my ability to adapt quickly, even in industries where I have no prior experience.
Overview
12
12
years of professional experience
Work History
Customer Service Advisor
BforBank
05.2024 - 02.2025
- Welcoming and assisting prospects and customers with basic banking products (savings accounts, current accounts, payment methods)
- Actively promoting BforBank's image with every customer interaction for commercial effectiveness
- Contributing to the service's commercial objectives
- Handling customer complaints
- Ensuring service quality and security while adhering to risk management and regulatory compliance
Senior Customer Service Representative
Intact Insurance
09.2023 - 12.2023
- In-depth knowledge of company products and systems
- Handling complex customer cases
- Actively participating in training for new representatives
- Providing continuous training for Level 1 & 2 Agents
- Assisting and mentoring a team of 30 Agents
- Supporting management with daily tasks
- Contributing ideas to improve procedures
- Submitting JIRA tickets for IT teams
- Managing SharePoint enhancements and team meetings
Success Partner (Trainer Role)
Intact Insurance
08.2023 - 10.2023
- One-on-one training for new Agents
- Personalised follow-up during the first four weeks of training in the Customer Space
- Tracking progress and identifying areas for improvement
- Ensuring a solid understanding of systems and tasks
- Organising bi-weekly meetings to monitor progress
- Redesigning training notes for Customer Space and My Drive program
- Creating a final training document with key recommendations
Customer Service Representative (Level 1 & 2)
Intact Insurance
02.2022 - 08.2023
- Handling customer inquiries following established procedures
- Providing clear documentation in customer files
- Following up on callbacks
- Assisting with the My Drive program self-enrolment
- Responding to social media queries on Apple and Android
- Managing email inquiries and online chat support
- Participating in the training of new Agents
Assistant Manager
Everycheck
06.2020 - 07.2021
- Monitoring operational KPIs
- Preparing productivity reports
- Managing customer relationships and emails
- Overseeing document processing workflows
- Ensuring reports were delivered within 24 hours
- Supervising verification processes and report dispatch
- Ensuring smooth collaboration between teams
Energy Sales Representative
Selectra
09.2018 - 08.2019
- In-depth knowledge of electricity and gas providers
- Identifying customer energy needs
- Recommending the most suitable energy plan
- Processing subscriptions and upselling additional services
- Monitoring individual and team performance metrics
- Assisting in the training of new Sales Representatives
Content Marketing Manager
Moogli Media
03.2017 - 08.2017
- Conducting competitive analysis on native advertising and content marketing
- Assisting in designing lead generation campaigns
- Writing content-based newsletters
- Preparing and inserting advertisements into newsletters
- Documenting the newsletter creation process
Business Developer
Bird Office
07.2016 - 12.2016
- Expanding business operations in Luxembourg and Belgium
- Sourcing new partners to enhance the website's offerings
- Assisting partners with listing, creation and management of their ads
- Supporting clients throughout the booking process
Energy Sales Representative
Selectra
05.2015 - 08.2015
- Understanding energy providers and their offers
- Advising customers on the best solutions
- Processing contracts and handling upsells
Bartender
The Golden Guinea
11.2013 - 04.2014
Restaurant Waiter
Le Barreau
07.2013 - 07.2013
Education
Bachelor - Business Management
Galway Business School
Galway, Ireland05-2016
Advanced Diploma - Business
Galway Business School
Galway, Ireland05-2015
Two-year Degree Course in Bachelor - Law
University of Rennes 1
Saint-Brieuc, France06-2013
Skills
- Customer Service
- Autonomy
- Project Management
- Operational Organisation
- Training
- Technical Problem-Solving
- Adaptability
- Complaint Management
- Quality Supervision
- Time Management
- Target Achievement
- Communication
- Social Media Management
- Teamwork
- Process Improvement
- Team Management
- Cross-Team Collaboration
- Market Development
Languages
French
Native or Bilingual
English
Professional Working
Spanish
Elementary
Timeline
Customer Service Advisor
BforBank
05.2024 - 02.2025
Senior Customer Service Representative
Intact Insurance
09.2023 - 12.2023
Success Partner (Trainer Role)
Intact Insurance
08.2023 - 10.2023
Customer Service Representative (Level 1 & 2)
Intact Insurance
02.2022 - 08.2023
Assistant Manager
Everycheck
06.2020 - 07.2021
Energy Sales Representative
Selectra
09.2018 - 08.2019
Content Marketing Manager
Moogli Media
03.2017 - 08.2017
Business Developer
Bird Office
07.2016 - 12.2016
Energy Sales Representative
Selectra
05.2015 - 08.2015
Bartender
The Golden Guinea
11.2013 - 04.2014
Restaurant Waiter
Le Barreau
07.2013 - 07.2013
Bachelor - Business Management
Galway Business School
Advanced Diploma - Business
Galway Business School
Two-year Degree Course in Bachelor - Law
University of Rennes 1
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