Hugues Springer

Seasoned bilingual customer service professional with over 15 years of experience in customer management. I'm looking to find a collaborative environment where I put to use the variety of skills I have accumulated over the years, preferably in customer service independent organization.

SUMMARY OF SKILLS

• Strong background in customer services, sales and operations
• Proven skills in analysis, problem-solving, listening, and teamwork
• Demonstrated ability to work in a fast-paced environment with tight deadlines
• Fifteen (15) years’ experience in customer service management, including corporate account management, travel and sourcing
• Excellent knowledge of supply and contract management, negotiation and strategic advice
• Strong oral and written communication skills
• Bilingual in French (Native) and in English (Advanced)
• Proficient in Microsoft Office, ECRM, SAP, Moneris and Salesforce

EXPERIENCE

Bilingual Research Consultant 2022 - 2025

• Investigating new space listings to complete database for commercial real estate in Montreal/Quebec
• Researching and answering client’s requests about true owner, listings and data
• Analyzing sale and lease comparable for commercial real estate
• Training newcomers about Costar and Loopnet brand, call calibration and audit
• Writing articles about recent major transactions for Montreal/Quebec market
• Building relationship with brokers, developers

Central Advisor 2021 - 2022

• Answering client’s requests over the phone and by email
• Registering of new clients’ appliances 
• Advising clients on appliances
• Selling extended warranties and collecting payment
• Following up with confirmation and contract
• Booked technicians and submitted claims
• Ordered parts via SAP, ECRM and part distributors website
• Handled payments via Moneris and reported any discrepancies 

Destination Specialist - Asia 2019 – 2020

• Customizing itineraries according to agents or clients’ requests and preferences
• Supervising the booking process for each request
• Coordinating services with local suppliers
• Following up with confirmation and invoices
• Handling operational processes for different destinations 

Bilingual Travel and Lifestyle Consultant 2018 – 2019

• Answered clients’ requests via phone
• Handled hotel, flight and car bookings 
• Responsible for following up with confirmation, travel changes, supplier relations, and invoicing

Export Sourcing 2015 – 2018 

• Conducted research on Asian suppliers (furniture, homeware, accessories, clothing)
• Developed samples and collections according to clients’ requests
• Negotiated prices between suppliers and clients
• Followed up on orders and arranged export documents for overseas wholesalers

Operations Manager 2014 – 2015

• Managed the Operations team and supervised the booking process for each request
• Handled complaints on the spot via phone or by email
• Developed new itineraries for VIP travel agents and/or direct clients
• Improved operational procedures and communication between departments

Sales & Marketing Manager 2013 – 2014 

• Managed the Sales team and supervised proposals sent to agents/clients
• Monitored the mark-up and average profit per month
• Handled complaints on the spot via phone or by email
• Customized itineraries according to agents or clients’ requests
• Attended Tourism fairs in Singapore and followed-up new leads 

Export Sourcing 2010 - 2013

• Researched of Asian suppliers (furniture, homeware, accessories, clothes)
• Developed samples according to clients’ requests

TICO Certificate 2018

Travel Industry Council of Ontario | CANADA

Specialized Degree in Tourism Management & Technology 2001