Josie Morra

As Operations and Customer service specialist I played a leading role in offering customer care that is critical to the success of GTA GSM Supply Chain Management operations. I handle customer inquiries through email, chat and telephone. I track packages through Techdinamics Track, Techtms. I manage all data through our CRM system as well as record and process all claims by our partners and vendors such as; Indigo, Toy’s R Us, Shoppers Drug Mart, Fleetiptics,Metroland, and Intelcom.

• Documented customer correspondence in CRM to track requests, problems and solutions.
• Improved customer service wait times to mitigate complaints.
• Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.

• As the Guest Services and Housekeeping Manager I prepared for guest arrival by completing suite Inspections I prepared all arrival packages for guests. I furnished and set up new suites, as well as the move out of suites.
• communicated with property managers when I was required to do so. I facilitated any guest request and scheduled housekeeping. (Microsoft Office, Microsoft Dynamics CRM)
• Created and managed effective strategies for optimizing guest experiences and promoting loyalty.
• Inventoried room, and housekeeping supplies and made orders to restock.
• Checked schedule of events to complete pre-planning and prevent issues.
• Handled management schedule for maintenance. I handled minor repairs as well.

• Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
• De-escalated customer issues with proven conflict mediation and problem-solving abilities.
• Promptly responded to customer inquiries and resolved complaints to promote loyalty.

PFS Web is a leading provider of e-commerce and multichannel outsourcing solutions for global consumer brands and online retailers. I held the position of Customer care representative for Roots Canada account. I responded to inbound calls, resolving customer issues, taking inbound calls for order placement, respond to customer email, chat, and answer inquiries while maintaining and updating the customer data base using a multi software program Kana, ICA, Microsoft.

• assisted the stylists in the day to day booking of appointments, with colours, perms, style. Also, sanitizing tools and cleaning work stations.
• Pleasantly welcomed clients to salon, signed customers in for services and detailed current promotions.
• Supervised waiting area to maintain cleanliness and welcoming atmosphere.
• Scheduled customers for various salon services, manicures and hairstyling and made suggestions for additional services.
• Managed payment processes and checked accuracy of services
• Opened salon to prepare for daily demands by setting up registers, counting totals and organizing all needed supplies.
• Addressed customer problems quickly and according to service standards.
• Resolved guest complaints.
• I kept the salon clean and presentable. I greeted and directed clients appropriately.

• As a Sales Specialist, I had the opportunity visit many customers for an in- home consultation to present our services as a cleaning company and sign on new customers according to my assessment of the home. I consistently followed up with potential customers and I processed all new leads on a daily basis. I created and developed sales strategies to enhance business growth and recommended improvements and changes as appropriate to company policies.
• I was also involved with the onboarding process and training new hires. As the Health and Safety Representative, I inspected the workplace on a monthly basis to ensure we were in compliance with all OHS laws and standards.
• I monitored and identify hazards and address any health and safety concerns to ensure protection of workers. I would conduct monthly Toolbox meetings to keep employees informed about safety in the workplace. I also composed Policy and Procedures.
• Created and maintained documentation on sales processes, policies and training materials and assisted with onboarding new talent.
• Directed and supervised staff performance.
• Increased sales on consistent basis by developing and maintaining key customer relationships.