Jenni Alonzo
Richmond Hill,ON
Summary
Customer-focused professional with a proven track record of exceeding customer expectations and providing exceptional service. Excellent communication skills, with the ability to quickly develop rapport with customers and resolve complex service issues. Skilled in using CRM and help desk software to effectively manage customer accounts, troubleshoot technical issues, and resolve escalated customer complaints.
Overview
7
7
years of professional experience
Work History
CUSTOMER SUPPORT ASSOCIATE
Thriver Technologies Inc.
Richmond Hill, ON
07.2022 - Current
- Supported Customer Support Manager and Account Managers with various client and vendor requests through CRM Software - Hubspot, Slack, Intercom, Salesforce, Dialpad, Stripe
- Collaborated with cross-functional teams including engineering, product management, marketing, sales, and customer success to drive key projects and initiatives forward
- Provided comprehensive support to clients, ensuring timely resolution of inquiries across multiple communication platforms
- Streamlined online operations, enhancing customer experience and order efficiency.
- Refined marketplace operations through CRM integration, boosting client and vendor satisfaction.
CUSTOMER EXPERIENCE ASSOCIATE
Scotiabank
Markham, ON
07.2021 - 07.2022
- Assisted customers with day-to-day banking, financial inquiries, account information, and resolving issues or concerns in a courteous and professional manner
- Supported Customer Service Lead on daily projects and financial reports for customers
- Referred customers to the appropriate representative or line of business for cross-selling or service opportunities
- Received inbound calls and initiated outbound daily calls to introduce customers to products and services offered
- Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
SALON COORDINATOR
Tonyc Salon & Spa
Toronto, ON
07.2020 - 07.2022
- Communicated effectively with salon staff, including stylists, technicians, and assistants, to coordinate appointments, manage scheduling conflicts, and ensure that client needs are met efficiently
- Promoted and sold salon products and retail items to clients, provided recommendations based on their needs and preferences, and processed transactions accurately using the salon's point-of-sale (POS) systems
- Performed various administrative duties such as filing paperwork, maintaining client records, updating salon policies and procedures, and assisting with other tasks as assigned by salon management.
BEAUTY ADVISOR
Sephora
Richmond Hill, ON
10.2016 - 09.2021
- Provided personalized consultations and recommendations to customers based on their individual needs and brand preferences
- Demonstrated product knowledge and expertise in cosmetics, skincare, and fragrance lines, including new arrivals and trending items
- Promoted additional products and services to increase sales numbers and revenue with a diverse selection
- Increased overall sales by 20% by promoting seasonal sales and brand loyalty programs.
Education
HONOURS BACHELOR OF INTERDISCIPLINARY STUDIES - Business Management
Seneca College of Applied Arts and Technology
North York, ON04.2020
Skills
- Attention to Detail
- Analytical and Critical Thinking
- Organization and Time Management
- Multitasking Abilities
- Complaint Resolution
- Project Management
- Multi CRM System Proficiency (Hubspot, Salesforce, Intercom)
Accomplishments
- Exceeded customer satisfaction surveys by 20% from Q1 to Q4
- Streamlined operational processes by creating videos and manuals for new hires and contractors
- Successfully led a team of 10 students to achieve the final project's objectives at Seneca College
References
References available upon request
Timeline
CUSTOMER SUPPORT ASSOCIATE
Thriver Technologies Inc.
07.2022 - Current
CUSTOMER EXPERIENCE ASSOCIATE
Scotiabank
07.2021 - 07.2022
SALON COORDINATOR
Tonyc Salon & Spa
07.2020 - 07.2022
BEAUTY ADVISOR
Sephora
10.2016 - 09.2021
HONOURS BACHELOR OF INTERDISCIPLINARY STUDIES - Business Management
Seneca College of Applied Arts and Technology
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