Josephine Balza
Toronto,Canada
Summary
Results-driven professional with extensive experience at Teleperformance, excelling in customer service and quality assurance. Demonstrated analytical thinking and multitasking abilities, resolving complex issues and enhancing customer satisfaction. Proven track record in training and mentoring teams, fostering a collaborative environment to achieve operational excellence. Skilled in document processing and maintaining meticulous records.
Overview
10
10
years of professional experience
Work History
Data Entry Clerk/Cashier Assistant
Canadian Fruit and Produce
Toronto, Ontario
01.2024 - 03.2024
- Spotted data entry issues and resolved errors to realize near-perfect precision in data sets.
- Contacted customers via phone or email to address data inquiries.
- Stored hard copies of data in organized files to optimize retrieval.
- Maintained financial records by counting cash and recording tips at end of shift.
- Assisted with customer requests and answered questions to improve satisfaction.
- Reviewed and updated account information in company computer system.
- Followed up on pending tasks until completion.
Quality Control Operator
Essilor Luxottica Canada, Etobicoke
Toronto, Ontario
11.2022 - 09.2023
- Maintained lab cleanliness and safety standards.
- Established methods for inspecting, testing, sorting, assembling, disassembling components and products.
- Reviewed product specifications and quality attributes to ensure conformance to standards.
- Inspected incoming materials to verify conformance to specifications.
- Participated in internal audits and reviews of the Quality Management System.
- Performed quality control inspections at customer sites to determine alignment with safety regulations.
Customer Service Agent
Teleperformance, Canada
Toronto, Ontario
11.2020 - 03.2022
- Answered incoming calls promptly and professionally within company standards.
- Investigated and solved routine and complex customer issues to earn repeat business.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
Manager
Kiva's Bagel Bar and Restaurant
Toronto, Ontario
09.2014 - 03.2020
- Recruited and trained new employees to meet job requirements.
- Coached, mentored and trained team members in order to improve their job performance.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Assigned tasks to associates to fit skill levels and maximize team performance.
Education
Business Management Diploma
Anderson College
Mississauga, ON05-2025
Some College (No Degree) - Human Resource Management Internship Diploma
Canadian College of Business Science & Technology
Scarborough, OntarioBachelor of Science - Commerce Major in Management
University Of San Jose-Recoletos
Cebu City, Philippines03-1998
Skills
- Customer service
- Quality assurance
- Document processing
- Multitasking Abilities
- Analytical thinking
- Basic math
Accomplishments
- Four-Time KPI Awardee – Recognized under the Klarna Campaign at Teleperformance Canada for consistently exceeding performance metrics.
- Student of the Month – CCBST, 2023.
- Graduated With High Honors – CCBST, Class of 2023.
- Best Student of the Month – Business Management (AM Class), Anderson College.
Timeline
Data Entry Clerk/Cashier Assistant
Canadian Fruit and Produce
01.2024 - 03.2024
Quality Control Operator
Essilor Luxottica Canada, Etobicoke
11.2022 - 09.2023
Customer Service Agent
Teleperformance, Canada
11.2020 - 03.2022
Manager
Kiva's Bagel Bar and Restaurant
09.2014 - 03.2020
Business Management Diploma
Anderson College
Some College (No Degree) - Human Resource Management Internship Diploma
Canadian College of Business Science & Technology
Bachelor of Science - Commerce Major in Management
University Of San Jose-Recoletos
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