DIANA PAEZ
Toronto
Summary
Bilingual Customer Service Professional with 5+ years of experience in customer relations and account management. Able to drive the customer experience through customer centric-behavior and actions and ready to go the extra mile to build loyalty.
Great communicator, approachable, flexible, energetic, and results oriented with passion for developing relationships with customers and colleagues.
Overview
6
6
years of professional experience
Work History
Customer Success Representative
Venus Concept Inc
12.2022 - 09.2023
- Addressed customer needs via phone and email and developed strategies to increase speed and accuracy with professionalism and empathy increasing customer satisfaction by 25%
- Collaborated with Marketing, Finance, Sales & Logistic departments to resolve over 35+ open tickets with a 98% resolution rate daily
- Provided Sales Support including but not limited to contract generation, and generated high quality Spanish leads though inbound calls to boost sales
- Participated in weekly team meetings to share updates, track goals, and brainstorm ideas for quarterly projects
- Responded to 25+ emails daily using CRM Software (Salesforce)
Member Experience Associate
Manion Wilkins & Associates Ltd
11.2021 - 11.2022
- Managed 50+ calls per day, addressing members and medical providers inquiries, providing information and handling client demands using tact and diplomacy.
- Performed regularly follows up with members via phone and email to inform of changes on benefits plan as well as providing information on claim statuses and/or documents required for processing medical claims.
- Strove daily to reduce average call handling times keeping interactions between 5-7 minutes long while prioritizing clients need to meet and exceed company standards.
- Worked closely and professionally with colleagues, management, clients and vendors.
- Recorded and tracked each service interaction into CRM software.
Administrative Assistant/Receptionist
Spartan Gymnastics
03.2021 - 10.2021
- Managed high volume of calls on a daily basis with a conversion rate of over 30% for new members sign up
- Maintained department calendar including scheduling and booking of meetings/venue/confirmations
- Approached potential clients providing information on programs and gym facilities and advising on courses that fit best according to clients performance, expectations, agenda and budget
- Coached new employees on daily routine tasks, administrative duties, company policies and performance expectations
- Managed various private events by collaborating with the administrative team carrying out bookings and responsible of event execution.
Front Desk Agent
Travelodge Toronto East
01.2018 - 10.2021
- Developed multitasking skills in a fast-paced environment by handling more than 140+ rooms daily, including individuals, group and meeting room bookings, dealt with telephone line and inquiries through email, communicated with housekeeping/maintenance and gave accurate reports to management.
- Gained customer service skills by managing clients in person and/or via phone delivering information on policies, daily rates, room features, advice on entertainment, dining options and public transportation.
- Negotiated rates with clients based on the hotels daily occupancy rate.
- Expertise in using Opera Property management system to process reservations, guest/miscellaneous accounts, billings, check-ins and check-outs.
Housekeeping Intern
Travelodge Toronto East
09.2017 - 01.2018
- Performed required daily cleaning duties for assigned rooms while maintaining strong lines of communication with front desk regarding potential changes or challenges
- Worked with 35+ housekeeping staff to maintain cleanliness in the facility
- Reported readiness of rooms to front office to ensure guests are checked in on time.
Education
Advanced Diploma - Hospitality and Tourism Operations Management
Centennial College of AppliedArts And Technology
01.2018
Skills
- Verbal and Written Communication
- Customer Outreach
- Business Development Understanding
- Order Fulfillment
- Account Management
- CRM Software
- Salesforcecom
- High volume Phone inquires
Timeline
Customer Success Representative
Venus Concept Inc
12.2022 - 09.2023
Member Experience Associate
Manion Wilkins & Associates Ltd
11.2021 - 11.2022
Administrative Assistant/Receptionist
Spartan Gymnastics
03.2021 - 10.2021
Front Desk Agent
Travelodge Toronto East
01.2018 - 10.2021
Housekeeping Intern
Travelodge Toronto East
09.2017 - 01.2018
Advanced Diploma - Hospitality and Tourism Operations Management
Centennial College of AppliedArts And Technology
Similar Profiles
JOSH WIERSMAJOSH WIERSMA
Digital Marketing Specialist at Venus ConceptDigital Marketing Specialist at Venus Concept
Caitie (CJ) ByrdCaitie (CJ) Byrd
Clinical Trainer- ARTAS at Venus ConceptClinical Trainer- ARTAS at Venus Concept
Jillia N.Jillia N.
Marketing Specialist at Venus ConceptMarketing Specialist at Venus Concept