Ernestina Anna Navarrete
Scarborough,Canada
Summary
Energetic, results-driven and motivated customer service enthusiast with extensive experience in team and workforce management. Professionally skilled in creative problem solving and detail-oriented with excellent performance for meeting high expectations and delivering service standards.
Sales operations professional with strong background in optimizing sales processes and driving strategic initiatives. Expertise in data analysis, CRM management, and process improvement, ensuring seamless operations and enhanced productivity. Focus on team collaboration and adaptability, consistently delivering results and supporting organizational goals. Known for reliability, strategic thinking, and commitment to excellence in fast-paced environment.
Overview
13
13
years of professional experience
Work History
Sales Operations Analyst
Jacobs & Thompson
02.2023 - 02.2025
- Data entry and research as required to troubleshoot customer problems
- Maintaining solid customer relationships by handling questions and concerns with speed and professionalism
- Ensure all internal departments understand and work within the customers' parameters to avoid unnecessary penalties
- Communicate and coordinate with other departments including production, shipping, and sales staff to provide timely and quality service to customers
- Managing database records, drafting status reports on customer service issues
- Prepares product or service reports by collecting and analyzing customer information
- Managing annual price reduction for automotive accounts following program contracts
- Assisting in preparing quotes for automotive accounts
- Managing part set up and PPAP samples for automotive accounts
- Enabled sales operations to run smoothly through effective management of department's workflows and processes.
- Developed organization systems for sales reports and financial records and strengthened operational traceability and operational efficiencies.
- Maintained up-to-date knowledge of industry trends to inform strategic decision-making processes effectively.
- Analyzed sales data to identify patterns, informing adjustments in strategies that drove significant improvements in overall performance.
Team Lead
Manulife Business Processing Services Inc.
01.2012 - 07.2022
- Coaching of customer service specialist(s) under my team; discussion involves month-to-date performance involving average handle time, net promoter score, accuracy and reliability rate
- Handling escalated and complex concern that involves manager exemption
- Made sure team is well engaged and can provide quality customer service
- Created business process improvements that aims to redefine how the company responds to clients' needs
- Handled workforce management involving employee leave allocation, call volume and service adherence
- Trained new team members by relaying information on company procedures and safety requirements.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coached team members in techniques necessary to complete job tasks.
Education
Financial Services-Client Services -
Seneca College
North York, ON04.2024
Skills
- Relationship management
- Interpersonal communication skills
- Organization planning skills
- Contact center operations
- Excellent system knowledge and navigation (Microsoft applications)
- Verbal and written communication
- Relationship building
- Salesforce administration
- Collaborative mindset
- CRM management
Technical Tools Proficiency
- WISE
- Pega
- Salesforce
- CRM
- SharePoint
- MS Excel
- MS PowerPoint
- MS Word
- Power Bi
Languages
English
Full Professional
Timeline
Sales Operations Analyst
Jacobs & Thompson
02.2023 - 02.2025
Team Lead
Manulife Business Processing Services Inc.
01.2012 - 07.2022
Financial Services-Client Services -
Seneca College
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