Flavia Contento
Windsor,ON
Summary
Highly-motivated individual with desire to take on new challenges. Strong work ethic, adaptability and exceptional interpersonal skills. Adept at working effectively and quickly mastering new skills.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Greenshield
Windsor
09.2023 - Current
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Maintained a high level of professionalism when dealing with difficult customers.
- Answered inbound calls, chats and emails to facilitate customer service.
Senior Advisor / Supervisor
Transcom
WINDSOR, ON
06.2023 - Current
- Handled escalations and resolved difficult situations by offering commitments or appeasements
- Scheduled callbacks and emailed customers to provide updates on open cases
- Handled consults or takovers from other advisors and empowered them by providing resources and suggestions on how to handle cases.
- Helped resolve problems by addressing issues analytically and with troubleshooting.
- Coordinated implementation of new technological tools to improve data gathering and trend tracking (RTAs, SSE requests).
- Researched areas of special expertise continuously to stay current on latest research and practices.
- Empowered others to use judgment and knowledge to solve problems and concerns.
- Gathered, organized and analyzed information to support written reports.
MENTOR
Transcom Worldwide
, ON
10.2020 - Current
- Provide excellent technical support to customers even going above and beyond
- Work in a fast paced environment
- Communicate electronically and in person with computer/smartphone users experiencing difficulties to determine and document problem experienced
- Consult user guides, technical manuals and other documents to research and implement solutions
- Emulate or reproduce technical problems encountered by users
- Provide advice and training to users in response to identified issues
- Provide business system, network and Internet support to users
- Collect, organize and maintain problems and solutions log for use to other technical support analysts
- Book appointments and set up service
- Engaged consistently with mentees through designated contact points using various methods.
- Met with assigned students individually or in small groups to provide intentional, structured organizational support and mentorship.
Customer Service Representative
Pools by Angelo
Windsor, ON
05.2019 - 10.2019
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Educated customers on special pricing opportunities and company offerings.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Made outbound calls to obtain account information.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Answered inbound calls, chats and emails to facilitate customer service.
Customer Service Representative / Sales Representative
Sutherland
Windsor, AB
09.2016 - 10.2017
- Answer and handle calls in a fast paced environment;
- Answer customers' questions;
- Summarize call subject in text format;
- Help customers solve billing related issues;
- Handle payments and arrange payments;
- Explain mobile bill charges and overcharges;
- Help customers review their account status;
- Activate new devices and SIM cards;
- Sales (bundles, devices and promotions)
Restaurant Manager
La Cozza Ubriaca, Pescara
Pescara, Italy
12.2013 - 06.2015
- Communicated well and used strong interpersonal skills to establish positive relationships with guests and employees.
- Updated computer systems with new pricing and daily food specials.
- Coached team members on food safety and sanitation processes, customer service, menu education and up-selling techniques to drive revenue.
- Prepared employee schedules to maintain appropriate staffing levels during peak periods.
- Managed accounts payable, accounts receivable and payroll.
- Optimized profits by controlling food, beverage and labor costs.
- Counseled and disciplined staff to address issues promptly and provide constructive feedback.
- Scheduled and directed staff in daily work assignments to maximize productivity.
- Created detailed reports on weekly and monthly revenues and expenses.
- Trained new employees to perform duties.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Oversaw food preparation, production and presentation according to quality standards.
Education
M.D. - Architecture - Project And Facility Management
Politecnico Di Milano
09.2016
High School Diploma -
High School - "Leonardo DaVinci"
11.2013
J.D. - Civil Engineering
University Gabriele D'Annunzion
Pescara, ItalySkills
- Time Management and Organization
- Strong Interpersonal and Communication Skills
- Teamwork and Collaboration
- Analytical Thinking and Problem Solving
- Multitasking and Prioritization
- Efficient and Detail-Oriented
- Coaching and Mentoring
- Experience in Leadership
- Organizational Skills
- Excel proficiency
- Documentation And Reporting
- Progress Monitoring
- Case Management
- Decision-Making
- Attention to Detail
Languages
French
Elementary
English
Full Professional
Italian
Full Professional
Spanish
Professional
Timeline
Customer Service Representative
Greenshield
09.2023 - Current
Senior Advisor / Supervisor
Transcom
06.2023 - Current
MENTOR
Transcom Worldwide
10.2020 - Current
Customer Service Representative
Pools by Angelo
05.2019 - 10.2019
Customer Service Representative / Sales Representative
Sutherland
09.2016 - 10.2017
Restaurant Manager
La Cozza Ubriaca, Pescara
12.2013 - 06.2015
M.D. - Architecture - Project And Facility Management
Politecnico Di Milano
High School Diploma -
High School - "Leonardo DaVinci"
J.D. - Civil Engineering
University Gabriele D'Annunzion
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