Summary
Overview
Work History
Education
Skills
Timeline
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Henna MacMaster

Toronto,ON

Summary

With over 10 years’ experience as an entrepreneur, I have acquired a vast toolkit of exceptional leadership and management skills. I am a highly motivated, dynamic, goal-oriented, result-driven and energetic individual with strong business acumen and an active mindset for self-improvement and success. I am a dedicated team player with a proven capacity to collaborate, motivate, mentor, and generate results. I am known to be extremely efficient, highly organized, detail-oriented, and methodical, and I thrive under pressure and under minimal supervision. I have demonstrated strong bias for action, constantly showing tact and good judgment under pressure in the job. As a personality, I have great people skills, am gregarious and likable and learn new and difficult skills quickly and easily. I am extremely collaborative and my communication skills, both written and spoken, are excellent.


Overview

15
15
years of professional experience

Work History

Customer Solutions Specialist II

HomeX/Service Titan
07.2021 - Current
  • Consistently scored 100%-102% on the QA scorecard.
  • KPI 95.37%
  • Demonstrated excellent skills in customer service and in-depth understanding of what makes an excellent and successful live agent.
  • Received excellent reviews directly from customers for offering top-notch customer service.
  • Featured numerous times on "Happy Motivational Monday" posts for exhibiting excellent customer service skills.
  • Trained and shadowed the entire South Africa team in Live Services
  • An effective and valuable member of the shadowing team in training the new hires.
  • In-depth and thorough working knowledge of Connect.
  • Highly detailed oriented and organized.
  • Proactive in handling additional tasks. Joined the Outbound Team for Haller & GEM. Averaging approx. 80-120 outbound calls a day.
  • Learned and maintained an in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
  • Maintained high level of customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Learned new skills and applied them to daily tasks to achieve high efficiency and productivity.
  • Proactively took the initiative to handle more responsibility and tasks each day.
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Proactively assisted and helped new agents.
  • Effective liaison between customers and internal departments.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
  • Developed and maintained courteous and effective working relationships with team members.


Marketing & Customer Service Manager

Froz'n Motion Photography
06.2011 - 02.2021
  • Planned marketing initiatives and leveraged referral network to promote business development.
  • Tracked various product sales and costs by analyzing and entering sales, business data and expenses. Developed campaigns and specific marketing strategies for clients.
  • Established community relationships by coordinating events to maximize marketing strategies.
  • Generated attractive and consistent graphic designs for use in all types of marketing.
  • Collaborated with other vendors to produce and distribute marketing materials.
  • Introduced higher standards for customer service and increased efficiency by streamlining operations.
  • Broadened strategic business plans to promote growth and sales goals while managing and building long-lasting customer relationships.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Cultivated customer loyalty, prioritized repeat customers and improved sales.
  • Conferred with customers about concerns with products or services to resolve problems and drive sales.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Contacted existing and prospective customers by phone or email on a consistent basis, which resulted in surpassing sales targets.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty. Handled escalated customer issues by working towards win-win solutions for both the customer and the company.
  • Created and reviewed invoices to maintain accuracy while working with customers to answer questions and address payment issues.
  • Devised and deployed successful approaches to retain customers and boost brand loyalty.

Sales Associate

Jacobs Inc.
12.2008 - 03.2010
  • Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
  • Regularly exceeded daily sales and product add-on quotas. Was voted the best sales associate by the management.
  • Responded to customer requests for products, services and company information.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Answered constant flow of customer calls with minimal wait times.
  • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
  • Recommended products to customers, thoroughly explaining details.
  • Leveraged sales expertise to promote products and capitalized on upsell opportunities.
  • Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
  • Surpassed sales goals through implementation of effective marketing strategies.
  • Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.
  • Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction.
  • Improved sales abilities and product knowledge on a continuous basis to provide optimal service and achieve quotas.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Delivered excellent customer service, resulting in consistent customer satisfaction rating.

Education

Fashion Design

National Institute of Fashion Technology
Mumbai, India

Bachelors in English

Women's College
Bihar, India

Skills

  • Business development, planning and coordination
  • Effective time management skills
  • Exceptional customer service
  • Goal-oriented and result-driven
  • Excellent communication and interpersonal skills
  • Highly organized and detail-oriented
  • Project management
  • Sales proficiency
  • Strategic planning
  • Effective problem-solving skills
  • Excellent work ethic
  • Self-motivated professional

Timeline

Customer Solutions Specialist II

HomeX/Service Titan
07.2021 - Current

Marketing & Customer Service Manager

Froz'n Motion Photography
06.2011 - 02.2021

Sales Associate

Jacobs Inc.
12.2008 - 03.2010

Fashion Design

National Institute of Fashion Technology

Bachelors in English

Women's College

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Henna MacMaster