Summary
Overview
Work History
Education
Skills
Accomplishments
Hobbies
Timeline
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Hanna Reader

Freelancer
Montréal,QC

Summary

Experienced Customer Service Representative fluent in English and French language, who offers a professional, yet friendly approach dedicated to providing excellent work performance. Comfortable and prefers working in a fast-paced environment that attends to people's needs. Skillful team player with a strong service record, good organizational skills, and a productive approach to handling simultaneous tasks. I'm constantly looking for new methods to improve my skill set in order to get new experiences and grow as an individual.

Overview

6
6
years of professional experience

Work History

Receptionist Administrator

Toyota
Verdun, Quebec
05.2021 - 06.2022
  • Answered incoming calls on high-volume, multi-line phone switchboards. Directed clients to appropriate recipients to address specific needs. Along with, maintaining email correspondence between colleagues, and responsible for incoming/outgoing mail and faxes.
  • Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
  • Oversaw office equipment inventory to support continuous and uninterrupted operations.
  • Utilized Serti software to retrieve files pertaining to clients and vehicles. This program was also used to enter incoming vehicle information into our inventory.
  • Acted as first point of contact to greet incoming visitors, by acting professionally, providing friendly, knowledgeable assistance, and setting appointments for prospective clients.
  • Kept reception area clean to give visitors a positive first impression.
  • Managed paper and electronic filing systems by routing various documents, taking messages, and managing incoming and outgoing mail. Moreover, organized the filing system, entered data, and completed other clerical tasks.
  • Responsible for receiving payments (cash, checks, and credit card payments) from customers and creating receipts as proof of payment. Most importantly, guaranteed all checks in accordance with company policy.
  • Responsible for stocking fresh complimentary beverages (keep the coffee machine clean and stocked) for customers.

Sales Retention Specialist

Goodfood
Montreal, Quebec
03.2018 - 02.2021
  • To guarantee customer satisfaction, customer retention, and business growth, conducted over 900 sales interactions each week via chat, phone, and emails with current and future members.
  • Maintained my weekly KPIs efficiently, and effectively in very fast-paced, demanding environment.
  • Delivered exceptional customer service to every member by leveraging extensive knowledge of products, subscriptions, and services and creating welcoming, positive experiences. Moreover, educated customers about billing, payment processing, and support policies and procedures.
  • Investigated and resolved customer inquiries/complaints quickly to ensure satisfaction and to maintain perfect response time.
  • Recommended products, subscriptions, and various food plans that would adhere to customer's needs. Whilst thoroughly explaining in detail to leave member feeling comfortable and confident.
  • Trained and developed new hires in company processes, product knowledge, customer service and selling techniques.
  • Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
  • Utilized knowledge of customer experience to create specialized plans for customer retention.

Coffee Barista and Waitress

Baobab Café
Verdun, QC
06.2017 - 02.2018
  • Brewed and served coffee, tea, and other non-alcoholic drinks according to customer's requests.
  • Maintained cleanliness and sanitation of work area and dining room space to meet health guidelines.
  • Handled OLTP systems, payment processing, cash change, and issuing of receipts.
  • Prepared and stocked baked goods, sandwiches, wraps, and light snacks to compliment beverage choices.
  • Bussed and reset tables to keep dining room and work areas clean.
  • Transitioned between breakfast and lunch service.
  • Assisted cook by prepping various meals and snacks to provide a fully stoked menu.

Lead Line Cook

Ma Douce Moitié
Verdun, Quebec
10.2016 - 05.2017
  • Prepared over 6 orders simultaneously during peak periods with high accuracy rate, maximizing customer satisfaction and repeat business.
  • Transitioned between breakfast and lunch service.
  • Maintained well-stocked stations for maximum productivity.
  • Unloaded food supplies from distributor trucks to efficiently organize inventory.
  • Performed routine cleaning procedures across kitchen through sanitization and degreasing kitchen appliances.
  • Instructed and trained new staff in proper food preparation, storage, use of kitchen equipment and sanitation.
  • Managed opening and closing shift kitchen tasks. Including food preparation for following day.

Zipline Guide

MTL Zipline
Montréal, QC
06.2015 - 10.2015
  • Provided clear instruction for activity to participants to deliver fun and safety.
  • Kept activity equipment and facilities organized and maintained.
  • Answered questions, pointed out important features, and offered further details about special exhibits to educate visitors.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.

Education

Bachelor of Arts - Psychology

Concordia University
Montreal, QC
06.2025

No Degree - Youth With A Mission

University of Nations
Vancouver, BC
06.2019

Certificate of Technical Studies - Professional Cook

LaSalle College
Montreal, QC
09.2016

Skills

  • Active listening
  • Efficient and Detail-Oriented
  • Staff Training
  • Office Supplies/Inventory
  • Customer Care
  • Office 365
  • Leadership and initiative
  • Courteous with Strong Service Mindset
  • Compassionate
  • High emotional intelligence
  • Flexible and Adaptable
  • Efficient Data Entry
  • Ease with Computers and Technology
  • Database and Client Management Systems
  • Calm and Professional Under Pressure

Accomplishments

  • Collaborated with a team of 6 in the development of Goodfood's Loyalty Program.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Supervised a team of 10 staff members.
  • Customer Relations - Earned highest marks for customer satisfaction, company-wide.

Hobbies

In terms of my passions, my job life differs greatly from my personal life. I love to travel and experience different cuisines, indulge in new cultures, and discover beautiful outdoor environments. My greatest loves are snowboarding, animals, music, and film/editing. Since my artistic and physical pursuits provide me the most satisfaction in life, I have devoted a large portion of my leisure time to mastering them.

Timeline

Receptionist Administrator

Toyota
05.2021 - 06.2022

Sales Retention Specialist

Goodfood
03.2018 - 02.2021

Coffee Barista and Waitress

Baobab Café
06.2017 - 02.2018

Lead Line Cook

Ma Douce Moitié
10.2016 - 05.2017

Zipline Guide

MTL Zipline
06.2015 - 10.2015

Bachelor of Arts - Psychology

Concordia University

No Degree - Youth With A Mission

University of Nations

Certificate of Technical Studies - Professional Cook

LaSalle College

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