Ana Graca
Barrie,ON
Summary
Experienced Senior Customer Service Representative with over 9 years of expertise in customer service and order management. Deliver exceptional customer service, engage customers, and cultivate strong relationships with buyers. Possess a deep understanding of company's customer service policies and remain well-versed in product knowledge to provide prompt and accurate assistance to customers. Consistently meet or exceed business quality and productivity standards.
Overview
8
8
years of professional experience
Work History
Receptionist
Tasco Appliances
05.2016 - 01.2017
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Handled cash transactions and maintained sales and payments records accurately.
- Resolved customer problems and complaints.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
- Responded to inquiries from callers seeking information.
Sales Assistant
Tasco Appliance
01.2017 - 12.2019
- Handled customer inquiries, complaints, and returns professionally, ensuring a positive experience for all clients.
- Processed transactions accurately while maintaining a high level of customer service.
- Increased sales by building strong customer relationships and providing excellent service.
- Helped customers locate products and checked store system for merchandise at other sites.
- Assisted customers with prompt and polite support in-person and via telephone.
- Assisted customers in making informed decisions by offering detailed product knowledge and comparisons.
- Remained calm and poised in high-stress, dynamic environment to promote service to customers and staff.
- Met and exceeded sales targets consistently, contributing to overall team success.
- Kept up-to-date records of daily sales activities, monitoring progress towards individual goals.
- Built rapport with repeat customers, fostering long-term loyalty to the brand.
- Established rapport with customers using active listening and interpersonal skills.
- Fielded customer questions to share information about products, availability, and pricing.
- Established effective communication channels between sales and warehouse teams, streamlining order fulfillment.
- Streamlined checkout process, reducing average customer waiting time during peak hours.
- Updated product displays regularly, keeping store appearance fresh and appealing.
- Conducted product demonstrations, significantly boosting daily sales figures.
- Provided exceptional customer service, ensuring repeat business through personalized shopping experiences.
- Resolved customer complaints with empathy and professionalism, maintaining positive store reputation.
- Assisted in planning and execution of seasonal sales events, drawing in large crowds.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Listened to customer needs and desires to identify and recommend optimal products.
Store Administrator
Tasco Appliance
01.2020 - 12.2021
- Streamlined inventory management processes for improved accuracy and reduced waste.
- Enhanced employee performance by scheduling regular training sessions and providing constructive feedback.
- Collaborated closely with department managers to ensure smooth daily operations within each area of the store.
- Conducted thorough research on industry trends and competitor analysis; presented findings to management for strategic planning purposes.
- Provided exceptional customer service at all times while addressing inquiries about products, returns or other concerns.
- Organized schedules for both full-time and part-time employees in accordance with company policies regarding overtime hours or time-off requests.
- Maintained a clean and orderly back-office space; optimized storage solutions and streamlined overall functionality.
- Handled customer complaints professionally, resolving issues quickly to maintain client satisfaction levels.
- Maintained accurate financial records, allowing management to make informed decisions based on up-to-date information.
- Managed inventory control, cash control, and store opening and closing procedures.
- Assisted with hiring, training and mentoring new staff members.
- Maintained focus during busy times and delegated tasks to employees to keep business running smoothly.
- Walked through department multiple times each shift to evaluate and correct issues such as cleaning and stock replenishment needs.
- Marked-down clearance items and relocated merchandise to proper store areas.
- Used advanced software to prepare documents, reports, and presentations.
- Completed daily settlement report for two stores providing accounting with our daily numbers of credit card, cash & cheque transactions.
Senior Customer Service Representative
TG Appliance Group
Brampton, ON
01.2022 - Current
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Provided front-end website development using WordPress, Hubspot, and other editing software.
- Worked effectively in fast-paced environments.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Passionate about learning and committed to continual improvement.
- Organized and detail-oriented with a strong work ethic.
- Proved successful working within tight deadlines and a fast-paced environment.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Created templates, workflows and forms using Hubspot to assist teammates with their daily numbers/workload
- Worked together with marketing to create new customer forms for easy customer service ticket creations.
Education
Loretto College School
Toronto, ON2015
Skills
- Customer Support
- Complaint resolution
- Quality Assurance
- Payment Processing
- Credit card processing
- Order Fulfillment
- Escalation management
- Calm Under Pressure
- Computer Skills
- Microsoft Office
- Remote Office Availability
- Data Entry
- Administrative and Office Support
- Money handling abilities
- Billing Adjustments and Refunds
- HubSpot Knowledge
- Attention to Detail
- Multitasking
- Organizational Skills
Languages
English
Native or Bilingual
Portuguese
Native or Bilingual
Timeline
Senior Customer Service Representative
TG Appliance Group
01.2022 - Current
Store Administrator
Tasco Appliance
01.2020 - 12.2021
Sales Assistant
Tasco Appliance
01.2017 - 12.2019
Receptionist
Tasco Appliances
05.2016 - 01.2017
Loretto College School