Ana Paula Lima Marcal
Thornhill,ON
Summary
Seek and maintain a position that offers professional challenges using interpersonal skills, excellent time management and problem-solving skills focused on better customer service.
Overview
7
7
years of professional experience
Work History
Omnichannel Supervisor
Tok&Stok
08.2021 - 04.2023
- Focused on leveraging digital sales, maximizing profits and making the operation increasingly profitable.
- Excellent work with a team.
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Managed time efficiently in order to complete all tasks within deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Proved successful working within tight deadlines and a fast-paced environment.
- Strengthened communication skills through regular interactions with others.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Paid attention to detail while completing assignments.
- Worked flexible hours across night, weekend and holiday shifts.
- Identified issues, analyzed information and provided solutions to problems.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Cultivated interpersonal skills by building positive relationships with others.
- Verified effective and timely implementation of operational goals by prioritizing tasks.
- Processed orders by due dates to enable on-time delivery to customers.
- Verified transactions, product orders and shipping dates and entered information into databases and reports.
- Created policies based on performance data analysis to reduce costs and maintain efficiency.
- Monitored logistics performance and identified improvement opportunities.
- Selected, trained and developed logistics personnel to achieve high-performing teams.
- Resolved shipping discrepancies by coordinating customer and courier communications.
Customer Service Representative Specialist
Mercado Livre
07.2017 - 07.2021
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Actively listened to customers, handled concerns quickly and solves your problems effectively.
- Answered constant flow of customer calls with minimal wait times.
- Handled customer inquiries and suggestions courteously and professionally.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Sought ways to improve processes and services provided.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Trained staff on operating procedures and company services.
- Processed customer service orders promptly to increase customer satisfaction.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Production Assistant
Cacau Show
08.2016 - 07.2017
- Collaborated with production team to facilitate smooth operations, avoiding disruptions and delays
- Supported production needs by performing routine tasks using standard procedures and equipment.
- Stayed alert, active, and ready to respond to any request at any time using variety of available resources.
- Supported current production needs by moving items between equipment, conveyors, and staging areas.
- Completed logs and reports detailing production data such as volume, materials used and quality assurance results, helping management make accurate operational decisions.
- Reviewed activities for production team to complete tasks on time.
Education
No Degree - Business Communication Diploma
Greystone College
Toronto, ON07.2024
Bachelor of Science - Engineering And Fabrication Technologies
University Sao Judas Tadeu
Sao Paulo, Brazil12.2021
Associate of Science - Nutrition And Food
ETEC - Sao Paulo State School
Sao Paulo, Brazil07.2015
Skills
- Supervisor Skills Training;
- Supervisor Digital Sales;
- Training and Development;
- Interpersonal Communication;
- Multitasking Abilities;
- Increased Sales;
- Excellent teamwork and individual;
- Professional experience in all aspects of
customer service; - Professional non-judgement intuitive
approach; - Innovative, dynamic and organized;
- Facilitation in building rapport with clients of
all ages and social levels; - Excellent interpersonal skills and ability to work with numbers
Technical Abilities
Portuguese fluent, Spanish Intermediate and English Intermediate.
Microsoft Office and Google Suite Intermediate.
Course: Quality Management and Processes.
Technical Course: Nutrition.
Timeline
Omnichannel Supervisor
Tok&Stok
08.2021 - 04.2023
Customer Service Representative Specialist
Mercado Livre
07.2017 - 07.2021
Production Assistant
Cacau Show
08.2016 - 07.2017
No Degree - Business Communication Diploma
Greystone College
Bachelor of Science - Engineering And Fabrication Technologies
University Sao Judas Tadeu
Associate of Science - Nutrition And Food
ETEC - Sao Paulo State School
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