Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Andrea Lima

Vaudreuil,Canada

Overview

23
23
years of professional experience
1
1
Certification

Work History

Internal Account Specialist

Grass Valley
11.2021 - Current
  • Validate and schedule sales orders using ERP ( Epicor &Sap) as per production schedule and inventory availability
  • Validate the equipment list
  • Input the customer configuration into the ERP and follow up on the progress and completion of the work order with the integration team
  • Perform daily follow ups with the shipping supervisor on the status of the assigned customer orders to ensure shipments are made in time
  • Report potential delays of shipments to team leader/order manager
  • Oversee the order from start to finish
  • Achieved high levels of client satisfaction through timely resolution of billing disputes or other account-related concerns.
  • Completed routine and complex account updates to resolve problems.

Warehouse Management Administrator

Traffic Tech
01.2021 - 10.2021
  • Precise preparation of tools and service documents to ensure customer satisfaction
  • Provide and treat all demand requests
  • Complete all invoice transactions
  • Draw up all new customer contracts
  • Complete all customer contracts
  • Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.
  • Provided exceptional customer service to both internal and external stakeholders through prompt response times and thorough issue resolution efforts.

Customer Service Coordinator

Contrôle Laurentide
03.2019 - 05.2020
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Coordinated order processing, shipping, and delivery schedules to ensure timely delivery of products to customers.
  • Coordinated logistics for customer orders.
  • Explained charges, fees, terms of sales, and service agreements to over [Number] customers daily.
  • Participated in company-wide initiatives aimed at enhancing the overall customer experience.
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Enhanced customer satisfaction by addressing and resolving complaints in a timely manner.


Communications Coordinator

Traffic Tech
03.2018 - 03.2019
  • Assisted with planning, production and execution of email blasts, digital signage boards, special event flyers and social media campaigns.
  • Delivered clear, concise reports to senior leadership on the effectiveness of various communication strategies.
  • Assisted management at an operational level
  • Followed standards and procedures to maintain safe work environment.

Customer Service Escalation Specialist

Rogers Communications
02.2014 - 07.2017
  • Resolution in one call
  • Recognized as a top performer within the team, consistently meeting or exceeding key performance indicators related to escalation case handling.
  • Developed customized solutions for customers, resulting in higher retention rates and increased loyalty.
  • Enhanced customer satisfaction by effectively addressing and resolving escalated concerns in a timely manner.
  • Resolved complex customer issues by diligently researching and collaborating with cross-functional teams.
  • Conducted root cause analysis on recurring issues, implementing corrective actions to prevent future occurrences.
  • Provided personalized assistance for high-value clients, ensuring their needs were met and fostering long-term relationships.
  • Analyzed performance metrics to identify trends in escalation cases, recommending process improvements as needed.
  • Served as a subject matter expert within the team, providing guidance on complex issues that required specialized knowledge or expertise.
  • Improved customer retention rates by skillfully diffusing difficult situations through empathetic listening and effective problem-solving techniques.
  • Maintained comprehensive knowledge of company products, services, and policies to provide accurate information to customers during escalations.
  • Contributed valuable insights during weekly team meetings about emerging trends or challenges faced during escalations.
  • Managed high-pressure situations professionally, remaining calm and focused while resolving customer complaints.
  • Collaborated with management to develop strategies for dealing with common customer pain points and recurring issues.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Recommended products to customers, thoroughly explaining details.

Customer Relations Representative

Rogers Communications
07.2001 - 01.2014
  • Managed client accounts, ensuring accurate record-keeping and timely follow-ups on outstanding issues.
  • Developed rapport with customers by maintaining clear communication lines, fostering trust, and demonstrating empathy.
  • Reduced response time by implementing efficient processes for handling customer requests and concerns.
  • Strengthened customer relationships by listening to customer concerns and giving priority to service requirements.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Implemented effective upselling techniques by identifying opportunities within existing customer interactions, leading to increased revenue generation.
  • Handled high-pressure situations calmly, ensuring positive outcomes for both the client and the business.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Contributed to achieving sales goals by providing exceptional support during pre-sale consultations and post-sale follow-up activities.
  • Enhanced customer satisfaction by addressing and resolving inquiries promptly and professionally.

Education

Diploma - Social Studies

John Abbott College
Montreal, QC
01.1996

High School Diploma -

Pierrefonds Comprehensive High School
Pierrefonds, QC
01.1993

Skills

  • Microsoft Word
  • Microsoft Excel
  • Epico/SAP
  • Account administration
  • Microsoft Outlook
  • Office365
  • OneDrive
  • V21
  • ICM
  • Telli
  • Formation Héro
  • Cisco
  • Customer relationship development

Certification

2013, Entraîneuse de groupes, certifiée ASFA, Bodytone gym (Body blast, Body strong, Abs & butt, Mommy and baby classes), APP optimal fitness (20/20/20, Body fitness), Jasmine rose yoga (Fitness 50plus), Multi-sports Vaudreuil (Muscle tonus)

Languages

Anglais (écrit et parlé)
Native or Bilingual
Français (écrit et parlé)
Native or Bilingual

Timeline

Internal Account Specialist

Grass Valley
11.2021 - Current

Warehouse Management Administrator

Traffic Tech
01.2021 - 10.2021

Customer Service Coordinator

Contrôle Laurentide
03.2019 - 05.2020

Communications Coordinator

Traffic Tech
03.2018 - 03.2019

Customer Service Escalation Specialist

Rogers Communications
02.2014 - 07.2017

Customer Relations Representative

Rogers Communications
07.2001 - 01.2014
2013, Entraîneuse de groupes, certifiée ASFA, Bodytone gym (Body blast, Body strong, Abs & butt, Mommy and baby classes), APP optimal fitness (20/20/20, Body fitness), Jasmine rose yoga (Fitness 50plus), Multi-sports Vaudreuil (Muscle tonus)

Diploma - Social Studies

John Abbott College

High School Diploma -

Pierrefonds Comprehensive High School

Similar Profiles

CREATE PROFILE
Andrea Lima