Alessandra Grendene
Toronto,ON
Summary
Knowledgeable and dedicated customer service professional with extensive experience in retail, manufacturing and banking industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialized in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
14
14
years of professional experience
Work History
Client Service Specialist
Tangerine
Toronto
11.2020 - Current
- Proficient in understanding customer queries and manage resolution for outstanding issues
- Outstanding record for maintaining client relationship and provide E2E closure to technical challenges
- Coordinated with cross-functional teams effectively, leading communication to customer satisfaction and delight
- Highly knowledgeable and versed with organization processes, products and services
- Tracked progress of each customer problems and eloquently sharing progress with senior leadership team.
Customer Care Representative
Christies Bakery
Saskatoon
09.2015 - 03.2020
- Developed client relationship and improving sales by 30% coordinating with clients' demand
- Cold called 80 customers daily and introduced products and services
- Built brand loyalty through multiple follow up emails resulting in increased customer retention of 40%
Sales Development Representative
Moretti Forni
Calgary
01.2012 - 08.2015
- Developed strategies for existing B2B 100 customers by negotiation, term of sales and Service Level Agreements
- Identified new 60 high potential foreign market segments by cold calling to target product and service penetration
- Evaluated existing market segments with differentiator factors, comparing competitor's products and services
- Recommended ways to overcome challenges and implemented best possible solution resulting in increased efficiency, productivity and additional 40% revenue for Canadian market
Sales Representative
Alleanza Assicurazioni
Italy
01.2010 - 12.2011
- Cold-calling 50 policyholders daily to deliver and explain policy, to analyze insurance program and suggest upgrade to their policy
- Provided quotations in compliance with clients' needs analysis and based on company guidelines and timelines
- Explained features, advantages, and disadvantages of various policies to promote sale of insurance plans
- Performed administrative tasks, such as maintaining records and handling policy renewals for 60 clients daily
- Customized insurance programs to suit individual customers, often covering variety of risks.
Education
Business Administration and Management -
Saskatchewan Polytechnic
Saskatoon, SK06.2021
Interpersonal Relationships Skills Technology -
Ryerson University
Toronto, ON10.2020
Master of Science - Business Management
Catholic University of The Sacred Heart
Milano Italy11.2009
Bachelor of Science - Economics
Catholic University of The Sacred Heart
Milano Italy02.2006
Skills
- Client Retention
- Client Engagement
- B2B and B2C Sales
- Coordination & Communication
- Technical Problem Solving
- Service Management
- Business Process Improvement
- Analytical Approach
- MS Office Suite (Project, Excel, Word, PowerPoint, OneNote)
- Online and Mobile Banking Applications
- Data Entry
- Strong empathy
- Call center experience
- Compliance requirements
- Cross-Functional Collaboration
- Relationship Building
- Customer Data Confidentiality
- Transaction Processing
- Customer Relationship Management (CRM)
- Problem Resolution
- Customer Support
- Client Relations
- Client Service and Support
- Call Management
Languages
English
Full Professional
French
Limited Working
Italian
Native or Bilingual
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
If you can dream it, you can do it.
Walt Disney
Timeline
Client Service Specialist
Tangerine
11.2020 - Current
Customer Care Representative
Christies Bakery
09.2015 - 03.2020
Sales Development Representative
Moretti Forni
01.2012 - 08.2015
Sales Representative
Alleanza Assicurazioni
01.2010 - 12.2011
Business Administration and Management -
Saskatchewan Polytechnic
Interpersonal Relationships Skills Technology -
Ryerson University
Master of Science - Business Management
Catholic University of The Sacred Heart
Bachelor of Science - Economics
Catholic University of The Sacred Heart