Isabela Vida
Vancouver,BC
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Experienced in developing, updating and proofreading policies and procedures.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
SkilledTradesBC
Vancouver, BC
01.2024 - Current
- Answered customer inquiries and provided accurate information regarding processes and pathways.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Performed administrative tasks such as form processing, billing activities, record keeping, customer service inquiries.
Customer Service Representative
Invesco
Toronto, ON
10.2022 - 09.2023
- Answered customer inquiries and provided accurate information regarding products and services.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Developed strong relationships with customers by providing personalized assistance and support.
Customer Service Representative / Team Lead
Penguin Pickup
Toronto, ON
02.2021 - 08.2022
- Provided guidance and support to Customer Service Representatives on a daily basis.
- Created, implemented and maintained departmental policies and procedures.
- Developed customer service strategies to improve customer satisfaction ratings.
- Conducted regular one-on-one meetings with staff members to discuss individual performance goals.
- Resolved escalated customer complaints in a timely manner.
- Trained newly hired Customer Service Representatives on company policies, procedures and protocols.
- Performed quality assurance audits of SOP's handled by representatives.
English Teacher
UPTIME English School
Belo Horizonte, Brazil
11.2016 - 09.2019
- Teach all levels of English to all ages, starting at 11 years old.
- Developed and implemented lesson plans based on curriculum objectives.
- Assessed student performance through tests, quizzes, and other assessments.
- Provided individualized instruction to meet the needs of all students.
- Utilized technology-based learning tools to enhance classroom instruction.
- Enforced school rules and regulations in order to maintain an appropriate learning environment for all students.
Education
Diploma - Business Management
Toronto School Of Management
Toronto, ON12-2022
Skills
- Service standard compliance
- Paperwork processing
- Proofreading
- CRM software
- Complaint resolution
- Report generation
- Process optimization
- Staff education and training
- System implementation
Languages
Portuguese
Native/ Bilingual
Timeline
Customer Service Representative
SkilledTradesBC
01.2024 - Current
Customer Service Representative
Invesco
10.2022 - 09.2023
Customer Service Representative / Team Lead
Penguin Pickup
02.2021 - 08.2022
English Teacher
UPTIME English School
11.2016 - 09.2019
Diploma - Business Management
Toronto School Of Management
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