Alisa Baptista
Orangeville,Canada
Summary
Strong initiative, flexible team player with good judgement, reliable, effective problem-solving and negotiating skills. Working knowledge of Microsoft Excel, Word and Outlook and company specific software (HubSpot CRM, Epass and PackageAI)
Personable and dedicated customer service representative with extensive experience in the industry. Team player with an upbeat, positive attitude. Motivated to maintain customer satisfaction and contribute to company success.
Overview
25
25
years of professional experience
Work History
Client Support Representative
TG Appliance Group
Brampton, Ontario
11.2023 - Current
- Provide superior customer service on the phone and email, while always maintaining a friendly and professional demeanor.
- Review and confirm all details related to customer challenges (e.g., Invoice, product issue, manufacturer’s warranty, ext-warranty etc).
- Research and resolve customer problems, acting as the customer liaison between other departments and manufacturers when necessary.
- Resolve or escalate customer concerns when needed to manufacturers re, back orders due to parts, or delivery challenges.
- Booking Service calls under manufactures warranty and extended warranty with accuracy and within expected time frame
- Create Tickets and take first action within Hubspot for all customer challenges
- Follow Up on all open tickets in a timely manner until the matter is resolved.
- Take first action and follow up on all transportation tickets until resolved.
- Assist customers in getting an RA (Return Authorization) from the manufacturer should the appliance be malfunctioning or defective
- Assist a customer in negotiating and obtaining compensation
- Assist customers in ordering any missing parts
- Complete paperwork for customer exchanges or returns (Manufacturer & Extended Warranty exchanges).
- Update tickets in HubSpot with all information and attach all supporting documents
Full Time Sales Associate
Leon’s Furniture
Orangeville, Canada
11.2021 - 11.2023
- Greet customers eagerly with openness and sincerity following Leon’s Sales Approach
- Answer all customer questions knowledgeably;
- Assist customer with design options and styles to end in satisfactory purchases
- Support my co-sales associates when required
- Assist with training of new sales associates
- Liaise between customer and manufacturers to establish seamless services
- Work vigorously on my sales performance to achieve high sales; have consecutively been Orangeville’s Top Sales Associate and was #2 in our region for a special sales event
Office Associate
Leon’s Furniture
Orangeville, Canada
09.2021 - 11.2021
- Started in Customer Service in Sept 2021 and moved to Full Time Sales Associate in November 2021
- Quickly gained product knowledge and learned Leon’s policies
- Responded to all customer service needs with integrity and representation of Leon’s standards
- Conducted all after sales services with great organizational skills
- Taking in payments; completed credit applications and documents for government remittances
- Responded to concerns that may come up and provided sales support
Administrative Assistant (Sales team of 5 agents)
Century 21 Millennium Inc.
03.2021 - 08.2021
- Prepared all listing documents; uploaded listings to MLS and other platforms; scheduled related trades; tracked tasks and expenses
- Wrote and distributed correspondence, forms and legal documents
- Prepared payroll trade records for agents; developed and maintained accounting filing system
Emergency Supply Teacher
Dufferin Peel Catholic District School Board
09.2020 - 03.2021
- Supervise students in and outside the classroom and during outdoor and food breaks while maintaining a positive learning environment
- Able to follow lesson plans provided by regular Teacher
- Effectively manage the classroom to encourage student participation
Inside Sales Representative & Customer Service
John G. Hofland Ltd.
Mississauga, Canada
02.2000 - 03.2015
- Company Overview: Floral & Giftware, Wholesale
- Maintained $1.2M customer portfolio
- Worked trade shows; setting up and merchandising product; covered sales
- Accurately entered orders into Elite system; responsible for checking backorders for availability daily
- Visited customers for service, promotions and sales
- Member of the Joint Health & Safety Committee
- Set up and worked trade shows
- Relieved reception
- Floral & Giftware, Wholesale
Hard Goods Buyer
John G. Hofland Ltd.
Mississauga, Canada
02.2000 - 03.2015
- Company Overview: Floral & Giftware, Wholesale
- Responsible for managing inventory of approx
- 3000 items on a regular basis
- Worked with over 67 Canadian & US and 5 overseas vendors
- Maintained the required stock rate of over 95% at all times
- Reconciled all purchase orders and resolved discrepancies
- Negotiated competitive industry pricing with vendors
- Developed promotional material; resourced information for the monthly flyers, tracked in Excel, created pricing to ensure profitable margins and worked with the art department on layouts and proofing
- Active member of Joint Health & Safety Committee
- Floral & Giftware, Wholesale
Fresh Floral & Product Sales
John G. Hofland Ltd.
Mississauga, Canada
02.2000 - 03.2015
- Company Overview: Floral & Giftware, Wholesale
- Handled cash & carry customers with selection, pricing, and packaging their floral orders with accuracy and ensuring product quality
- Maintained weekly sales quota; achieved Employee of the Month status several times
- Customer service with regard to credits, accounts, promotions and sales
- Floral & Giftware, Wholesale
Cashier
John G. Hofland Ltd.
Mississauga, Canada
02.2000 - 03.2015
- Company Overview: Floral & Giftware, Wholesale
- Frontline customer service for cash and carry; handled customer’s discounts, promotions, refunds, invoicing, pick up orders and responded to service and product enquiries
- Stocked shelves; product merchandising; closed and balanced cash daily
- Floral & Giftware, Wholesale
Skills
- Sales support
- Inventory management
- Time management
- Effective communication
- Team collaboration
- Customer relationship management
- Problem resolution
- Product knowledge
- Attention to detail
- Issue escalation
- Calm and professional under pressure
Timeline
Client Support Representative
TG Appliance Group
11.2023 - Current
Full Time Sales Associate
Leon’s Furniture
11.2021 - 11.2023
Office Associate
Leon’s Furniture
09.2021 - 11.2021
Administrative Assistant (Sales team of 5 agents)
Century 21 Millennium Inc.
03.2021 - 08.2021
Emergency Supply Teacher
Dufferin Peel Catholic District School Board
09.2020 - 03.2021
Inside Sales Representative & Customer Service
John G. Hofland Ltd.
02.2000 - 03.2015
Hard Goods Buyer
John G. Hofland Ltd.
02.2000 - 03.2015
Fresh Floral & Product Sales
John G. Hofland Ltd.
02.2000 - 03.2015
Cashier
John G. Hofland Ltd.
02.2000 - 03.2015