Summary
Overview
Work History
Education
Skills
Languages
Timeline
CustomerServiceRepresentative

Ana Coelho

Toronto,ON

Summary

Dynamic customer service professional with extensive experience at LCBO, recognized for enhancing customer satisfaction and loyalty through effective problem resolution and relationship management. Proficient in Microsoft Excel, I streamlined order processing, improving efficiency and accuracy. Adept at training and mentoring, fostering a knowledgeable team capable of exceeding performance expectations.

Overview

17
17
years of professional experience

Work History

Customer Service Representative

LCBO
11.2008 - Current
  • Resolved customer inquiries efficiently, enhancing overall satisfaction and loyalty.
  • Trained new staff on company policies and customer service best practices, fostering team competence.
  • Managed inventory levels through effective stock tracking and replenishment processes to ensure availability.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
  • Conducted training sessions for new hires, ensuring consistent level of service across team.
  • Participated in training programs to enhance product knowledge and customer service skills.
  • Coordinated with logistics department to expedite shipping for urgent customer orders.
  • Responded proactively and positively to rapid change.

Order Specialist

LCBO
07.2024 - 06.2025
  • Processed customer orders efficiently using advanced order management systems.
  • Collaborated with cross-functional teams to resolve order discrepancies and ensure timely fulfillment.
  • Analyzed order patterns to improve inventory accuracy and optimize stock levels.
  • Trained new staff on order processing protocols and best practices for enhanced productivity.
  • Developed streamlined workflows that reduced order processing time by identifying bottlenecks.
  • Monitored key performance indicators to drive continuous improvement in operational efficiency.
  • Increased on-time delivery rates through careful coordination of logistics operations and effective communication with transportation providers.
  • Developed strong relationships with suppliers, negotiating favorable terms to ensure timely delivery of products.
  • Actively participated in team meetings and training sessions, providing valuable input on ways to improve operational processes and enhance overall team performance.
  • Reduced order processing time with thorough attention to detail and efficient multitasking skills.
  • Ensured inventory accuracy by conducting regular audits, reconciling discrepancies, and updating database records accordingly.
  • Maintained up-to-date knowledge of industry trends, continuously learning about new products or services relevant to our clients'' businesses.
  • Processed customer orders in line with established policies and procedures.
  • Communicated with customers to address order inquiries, changes and cancellations.
  • Coordinated order processing to ensure timely fulfillment and accuracy in shipments.
  • Collaborated with warehouse team to maintain optimal stock levels, reducing backorders and improving delivery times.
  • Trained new employees on all aspects of the order fulfillment process, fostering a knowledgeable workforce capable of handling increased workload during peak seasons.
  • Supported cross-functional initiatives, working closely with other departments to address order-related issues and ensure a seamless customer experience.

Merchandising Assistant

LCBO
03.2024 - 07.2024
  • Collaborated with cross-functional teams to optimize merchandising strategies and enhance product visibility.
  • Streamlined communication processes between sales teams and vendors, improving response times and order accuracy.
  • Maintained strong relationships with vendors, facilitating efficient communication for order processing and shipment tracking.
  • Contributed ideas during weekly merchandising meetings for potential improvements or creative solutions to challenges faced within the department.
  • Managed sample inventory, coordinating timely distribution to stakeholders for promotional events and marketing initiatives.

Education

High School Diploma -

Dante Alighieri Academy

Skills

  • Customer service
  • Effective listening skills
  • Problem-solving skills
  • Detail-oriented data management
  • Customer service expertise
  • Problem resolution
  • Effective relationship management
  • Proficient in computer applications
  • Effective conflict resolution
  • Microsoft Excel
  • Office administration support
  • Client relations

Languages

English

Timeline

Order Specialist

LCBO
07.2024 - 06.2025

Merchandising Assistant

LCBO
03.2024 - 07.2024

Customer Service Representative

LCBO
11.2008 - Current

High School Diploma -

Dante Alighieri Academy

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Ana Coelho