Summary
Overview
Work History
Education
Skills
Timeline
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Florentina Shabani

Montreal,QC

Summary

Experienced customer service professional with a proven track record of delivering exceptional support and building strong customer relationships. Skilled in problem-solving,effective communication, and ensuring customer satisfaction.

Overview

9
9
years of professional experience

Work History

Customer Service Representative

Adfast
Montreal, Quebec
01.2021 - Current
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Handled a high volume go inbound and outbound calls, assisting customers with inquiries, complaints, and service requests in a professional and efficient manner.
  • processed customer transactions, including billing inquiries, payments, and refunds.
  • trained and mentored new hires, sharing best practices and ensuring smooth onboarding.

Customer Service Specialist

Nestle Nespresso
Montreal, Quebec
04.2018 - 03.2020
  • Built relationships with customers by providing exceptional service throughout each transaction.
  • Listened to customer needs to identify and recommend best products and services.
  • Prepared and delivered appropriate presentations on products and services.
  • Operated cash registers to process customer payments.
  • Prepared and served a variety of coffee drinks, including espresso, cappuccino, and latte, adhering to specific recipes and presentation standards.
  • Created promotional displays for advertising special events or promotions at the cafe.

Guest Experience Leader

Mcdonald
Montreal, Quebec
04.2016 - 02.2018
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Provided support and guidance to colleagues to maintain a collaborative work environment.
  • Greeting guests with a warm, friendly attitude upon arrival.
  • Monitoring the quality of customer service provided by staff and stepping in to address concerns.

Education

High School Diploma -

Paul-Gerin Lajoie D'Outremont
Montreal, QC
06-2016

Some College (No Degree) - Human Resources Development

Ahuntsic
Montreal, QC

Skills

  • Money handling
  • Problem-solving skill
  • Complaint resolution
  • Credit card payment processing
  • Stress Management
  • Positive attitude
  • Understanding customer
  • Collaborating with colleagues to ensure seamless service
  • Clear verbal and communication

Timeline

Customer Service Representative

Adfast
01.2021 - Current

Customer Service Specialist

Nestle Nespresso
04.2018 - 03.2020

Guest Experience Leader

Mcdonald
04.2016 - 02.2018

High School Diploma -

Paul-Gerin Lajoie D'Outremont

Some College (No Degree) - Human Resources Development

Ahuntsic

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Florentina Shabani