Andrew Menzies
Kitchener
Summary
Experienced customer service professional with a diverse background spanning various roles. With over 4 years of experience in call centers and administrative functions, 3+ years delivering exceptional customer service in retail, and 8 years in territory sales, customer service, and account management. Demonstrated ability to efficiently handle high call volumes, averaging 50+ calls daily, while consistently resolving client issues in a timely manner. Fluent in both English and Spanish. Looking to utilize extensive experience in customer service, sales, and problem-solving to excel as a remote work professional.
Overview
17
17
years of professional experience
Work History
Voice Customer Service Associate
Clipboard Health
11.2024 - Current
- Handle customer inquiries via phone, live chat, and web channels
- Investigate attendance and quality incidents, applying strong judgment to resolve issues
- Communicate resolutions empathetically and justify decisions to stakeholders
- Ensure timely and effective problem resolution while driving reliability initiatives to improve marketplace quality
- Collaborate with cross-functional teams (support, operations, product, success, legal)
- Maintain communication across platforms to resolve issues for partner facilities and professionals
Communications & Social Media Content Manager
Menzies Media
01.2020 - Current
- Develop and execute social media strategies across platforms like Instagram, Twitter, TikTok, and YouTube
- Manage Menzies Media's Twitch channel, ensuring engaging viewer experiences
- Collaborate with streaming team for gaming and non-gaming content
- Foster inclusive community interactions and promptly respond to audience inquiries
- Utilize analytics to optimize content and drive revenue through subscriptions, donations, sponsorships, and merchandise
- Expand and optimize merchandise store offerings
Business Development Representative
Philip Morris International
04.2015 - 02.2023
- Develop digital marketing strategies to engage and educate stakeholders, driving internal efficiencies and achieving corporate goals
- Manage media and communications projects from Head Office, aiding small businesses in achieving KPIs
- Skilled in written communication, presentations, and public speaking to educate diverse groups across platforms
- Oversee 140+ retail accounts, focusing on market share growth and profitability
- Utilize consumer insights to advance consumer-centric retail strategies
- Manage extensive product portfolio, optimizing sales through pricing and availability
- Build long-term business partnerships based on trust and exceptional customer service
- Execute budget management, including visits, product launches, and contract negotiations
- Ensure accurate data entry into CRM system (iSMS)
Senior Team Lead
Target Canada
12.2012 - 03.2015
- Lead and develop a high-performing team to deliver exceptional customer service and achieve sales goals
- Ensure operational excellence through efficient store management, including opening/closing procedures, cash handling, and inventory control
- Drive sales and profitability through effective merchandising and promotional strategies
- Maintain store standards for cleanliness, organization, and safety
- Serve as a key holder, responsible for store security and adherence to safety protocols
- Uphold company policies and procedures, ensuring compliance with regulatory requirements
- Foster a positive work environment where team members feel valued and motivated to succeed
Customer Service Representative (CALL CENTER)
TekSavvy Solutions Inc.
01.2012 - 12.2012
- Provide exceptional customer service via inbound calls, resolving inquiries and technical issues promptly
- Diagnose and troubleshoot internet and phone service problems effectively
- Demonstrate in-depth knowledge of TekSavvy products and services to assist customers and identify upsell opportunities
- Document interactions accurately in CRM system, ensuring follow-up to achieve customer satisfaction
Administrative Assistant
Chartwell Westbury LTC.
01.2010 - 12.2011
- Provide administrative support including phone management, scheduling, and correspondence
- Maintain accurate records and files, ensuring compliance with regulations
- Assist residents, families, and staff with inquiries and scheduling needs
- Coordinate resident activities and events to enhance resident experience
- Support payroll, billing, and financial administration tasks
- Assist with operational projects and initiatives as directed
- Foster effective communication and teamwork among staff and departments
Customer Service Representative (CALL CENTER)
Transcom
12.2009 - 01.2010
- Provide exceptional customer service via inbound calls and emails, resolving inquiries promptly and professionally
- Utilize product knowledge to assist customers with accurate solutions and promote brand loyalty
- Document customer interactions accurately in CRM system, ensuring thorough follow-up and reporting
- Meet performance metrics such as customer satisfaction scores and resolution rates
- Collaborate effectively with team members and other departments to optimize service delivery
Customer Service Representative (CALL CENTER)
YA Canada
02.2008 - 12.2009
- Provide exceptional customer service via inbound calls and emails in English and Spanish, ensuring professional and empathetic interactions
- Troubleshoot and resolve customer inquiries and issues promptly and accurately
- Demonstrate expertise in YA Canada's products and services to effectively assist and upsell to customers
- Document interactions thoroughly in the CRM system and follow up to ensure customer satisfaction
- Meet performance metrics such as customer satisfaction scores and resolution rates
- Collaborate with team members and departments to optimize service delivery and maintain a positive work environment
Education
Bachelor of Arts - Communications
American University of Puerto Rico
12.2009
Skills
- Microsoft Office Suite
- Video conferencing software
- 35 WPM typist
- Customer service
- Account Management
- Adaptability
- Verbal communication
- Interpersonal skills
- Problem-solving
- Positivity
Websites
Languages
Spanish
Full Professional
Timeline
Voice Customer Service Associate
Clipboard Health
11.2024 - Current
Communications & Social Media Content Manager
Menzies Media
01.2020 - Current
Business Development Representative
Philip Morris International
04.2015 - 02.2023
Senior Team Lead
Target Canada
12.2012 - 03.2015
Customer Service Representative (CALL CENTER)
TekSavvy Solutions Inc.
01.2012 - 12.2012
Administrative Assistant
Chartwell Westbury LTC.
01.2010 - 12.2011
Customer Service Representative (CALL CENTER)
Transcom
12.2009 - 01.2010
Customer Service Representative (CALL CENTER)
YA Canada
02.2008 - 12.2009
Bachelor of Arts - Communications
American University of Puerto Rico
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