Driven and detail-oriented professional with over 10 years of experience in customer service management, inside sales, and administrative roles. Proven expertise in designing and optimizing onboarding processes, building lasting client relationships, and collaborating across departments to drive business success. Proficient in tools like Salesforce, Power BI, AS400, and Microsoft 360. Recognized for adaptability, resilience, and a results-driven approach to achieving organizational goals.
• Provided world-class customer service while connecting with clients over various platforms such as phone, email and live chat to ensure that client needs are met and exceeded
• Met and exceeded competitive KPI goals, including hourly sales goals, inquiry per hour goals, and customer satisfaction scores with 30% increase.
• Responsible for flawless execution of channel, sales, business, and people management to lead a high performing and engaged team to resolve client inquiries
• Responsible for identifying and resolving escalated opportunities that enable an exceptional experience
• Assisted various cross-functional departments resolving client and business inquiries
• Assisted with training and developing and mentoring new employees
• Supported the team to identify and develop each team members’ skill set for optimal channel positioning and future skill set development
• Remotely supervised Toronto and Vancouver Concierge Advisors across all channels