Graciela Amengual
Niagara-on-the-Lake
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
23
23
years of professional experience
Work History
Absence Management Consultant
Canadian Tire Corporation
03.2024 - Current
- Provide support to all employees across the organization helping to manage their leaves of absence, FMLA, disability, sick leave, and other concerns until claims are resolved.
- Initiating the process gathering the information necessary to place the employee on leave under my management
- Manages all administrative aspects of the claims to include tracking hours used/taken and working closely with Payroll to ensure that pay for associates is accurate and correct
- Works closely with associates to ensure that all relevant completed medical documentation is submitted for timely review
- Maintains appropriate contact with all associates on leave and coordinates all aspects of return to work for associates on leave
- Partners closely with all HR business partners on all leave for resolution when employees are unresponsive or not compliant with the process
- Support to the team and work together to create, correct or revise new policies or processes
- Enhanced employee satisfaction by effectively managing leave of absence requests and providing timely responses.
- Educated managers on best practices for handling employee absences, fostering a more cohesive and understanding work environment.
- Served as a point of contact for employees seeking information about their leave options, providing knowledgeable assistance in navigating complex situations.
Bilingual HR Support Centre Specialist
Canadian Tire Financial Services
10.2019 - 03.2024
- Promoted open communication channels between employees and management, addressing concerns proactively to maintain high morale levels within the organization.
- Update employee records, support processing new hire information and/or employment changes status
- Support employees by providing information about benefits programs, and company policies
- Prepare appropriate documentation and processes the necessary paperwork for Leaves Letters, Employment Verification Letters
- Provide information and support for the different programs Leave of absences and medical and non medical accomodations
- Assist employees that can not self-serve to receive soft copies of different types of documents
- Address and route different inquiries to the appropriate departments
- Support employees and forward inquiries to the appropriate Team for processing
- Provide coaching and guidance to managers and employees by legislation and company practices
- Provide a positive employee experience by listening, acknowledging, and being empathetic, answering all the inquiries in a professional way understanding that each case is different
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Ensured compliance with labor laws, reducing legal risks through regular policy reviews and updates.
Bilingual Customer Service Representative
Canadian Tire Bank
08.2010 - 10.2019
- Address inbound calls from customers regarding a wide range of credit accounts issues, questions, concerns, complaints, policies, and advice
- Identify opportunities; provide support, marketing, and retention activities for insurance products and credit accounts
- Accurately capture the customer's concerns
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Develop and maintain relationships with customers to provide customer-for-life philosophy
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Complete customers' requests as effectively as possible
- Conduct customers’ business privately and keep their financial information confidential
- Provided solutions to operations issues for users of the online account and app, working closely via phone, and email with end-users
Debt Collector Agent
NCO FINANCIAL SERVICES
01.2004 - 01.2009
- Utilized persuasive communication skills for successful settlement negotiations, minimizing the need for costly legal proceedings.
- Communicate with customers by telephone and written correspondence to attempt to bring resolution to unpaid accounts
- Escalates and assists other team members with calls as needed
- Handled account payments and provided information regarding outstanding balances
- Accepted payments for unpaid accounts and discussed remaining balances with customers to take accounts to zero
- Performed various administrative functions, including filing paperwork, delivering mail, sorting mail, office cleaning, and bookkeeping
Broker Assistant
OPPENHEIMER CO & INC -INVESTMENT BANK
01.2002 - 01.2004
- Managed documentation related to trade executions and settlements, facilitating smooth transaction processes for clients.
- Prepared orders to orchestrate transfers, tracked transactions and documented activities with detailed records
- Operate office machines, such as photocopiers and scanners, facsimile machines, voice mail systems, and personal computers
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Optimized calendar management for executives by scheduling appointments strategically while considering priorities and minimizing conflicts.
- Collaborated on special projects as assigned by leadership, contributing research findings or coordinating event logistics as needed for success.
- Open, sort, and route incoming mail answer correspondence and prepare outgoing mail
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
Education
Professional Diploma - International Business
Niagara College
Niagara-on-the-Lake, ON01.2024
Certificate of Apprenticeship - Information Technology-Contact Center Customer Service Agent
Ministry of Training, Colleges, and Universities (MTCU)
Mississauga, ON01.2014
French
Alliance Francaise La Castellana
Caracas, Dto. Capital01.2001
Dentistry
Universidad Central De Venezuela
01.2000
English
Instituto Loscher Ebbinghaus
Caracas, Dto. Capital01.1998
High School -
Ecole Privee Jeanne D'Arc
Paris, France07-1993
Skills
- Excellent communication
- Active listening
- Prioritizing tasks
- Completing deadline-sensitive tasks
- Strong work ethics
- Problem-solving
- Enthusiasm
- Multitasking
- Computer proficiency
- Planning
- Coordinating
- Working under pressure
- Quick learning
- Client support
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
French
Native or Bilingual
Timeline
Absence Management Consultant
Canadian Tire Corporation
03.2024 - Current
Bilingual HR Support Centre Specialist
Canadian Tire Financial Services
10.2019 - 03.2024
Bilingual Customer Service Representative
Canadian Tire Bank
08.2010 - 10.2019
Debt Collector Agent
NCO FINANCIAL SERVICES
01.2004 - 01.2009
Broker Assistant
OPPENHEIMER CO & INC -INVESTMENT BANK
01.2002 - 01.2004
Certificate of Apprenticeship - Information Technology-Contact Center Customer Service Agent
Ministry of Training, Colleges, and Universities (MTCU)
French
Alliance Francaise La Castellana
Dentistry
Universidad Central De Venezuela
English
Instituto Loscher Ebbinghaus
Professional Diploma - International Business
Niagara College
High School -
Ecole Privee Jeanne D'Arc
Similar Profiles
SERRENA MCDONALDSERRENA MCDONALD
Associate Manager -Loyalty Products - Platform at Canadian Tire CorporationAssociate Manager -Loyalty Products - Platform at Canadian Tire Corporation
Patrick FarrugiaPatrick Farrugia
Associate Vice President, Merchandising at Canadian Tire CorporationAssociate Vice President, Merchandising at Canadian Tire Corporation
Eakmeet BajwaEakmeet Bajwa
Material Handler at Canadian Tire CorporationMaterial Handler at Canadian Tire Corporation
HERYAKOS NIGUSSIEHERYAKOS NIGUSSIE
Accounts Payable Representative at Canadian tire CorporationAccounts Payable Representative at Canadian tire Corporation
Amélie BouryAmélie Boury
Vice-President Winemaking, Vineyard & Operations at Chateau Des CharmesVice-President Winemaking, Vineyard & Operations at Chateau Des Charmes