Keren Ross
Summary
Results-oriented professional with a diverse background in customer service, team leadership, and operational management. Demonstrated track record of delivering exceptional experiences, optimizing processes, and fostering collaborative environments. Currently seeking opportunities to leverage versatile skill set and experience in a dynamic work environment that values organizational success and personal growth.
Overview
16
16
years of professional experience
Work History
Warranty Clerk
AutoCanada
01.2025 - Current
- Improved communication between departments by regularly updating team members on warranty claim statuses.
- Conducted thorough investigations into denied claims, identifying errors and resubmitting as necessary.
- Negotiated with manufacturers on behalf of customers, securing favorable outcomes in warranty disputes.
- Provided exceptional customer service by promptly addressing inquiries relating to warranties or service contracts.
- Managed a high volume of incoming calls from customers, addressing concerns regarding warranties and service agreements.
- Maintained accurate records of all warranty claims, ensuring proper documentation and organization.
Service Coordinator
AutoCanada
04.2024 - Current
- Served as a primary point of contact for clients, addressing inquiries, providing updates, and ensuring overall satisfaction
- Phone booking and online booking service provider
- Prepare clients with rental vehicle, ensuring documentation is thorough and accurate
- Managed a high volume of client requests, ensuring timely and effective service delivery.
- Maintained accurate records of all service activities
- Resolved customer complaints and issues to drive satisfaction and loyalty.
- Established strong relationships with clients through regular follow-ups, keeping them informed about progress updates regarding their services requested or concerns raised.
- Maintained comprehensive records of service requests and resolutions, contributing to database for future reference and training.
- Coordinated and monitored service activities to confirm work met all requirements.
- Coordinated with external vendors to ensure timely availability of necessary parts, preventing delays in service completion.
- Collaborated with cross-functional teams to optimize service operations and improve client experiences.
- Liaised with finance department to ensure accurate billing and resolve any discrepancies
Sales Representative
Indigo Books & Music Inc.
09.2022 - Current
- Drive sales revenue through proactive engagement with customers, offering personalized recommendations and solutions to meet their needs
- Provide exceptional customer service by actively listening to customer inquiries and concerns, resolving issues promptly and effectively
- Handle cash transactions accurately and securely, maintaining a high level of integrity in financial operations
- Execute store picking tasks with precision, ensuring accurate fulfillment of customer orders and timely replenishment of stock
- Contribute to visual merchandising efforts, ensuring product displays are attractive, organized, and aligned with promotional campaigns
- Collaborate with team members to maintain store security protocols and prevent theft or loss
- Generated additional sales opportunities with upselling and cross-selling techniques.
- Consistently met or exceeded quotas by implementing strategic sales plans and effective time management.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Set and achieved company defined sales goals.
Customer Service/Sales Representative
WestJet Airlines
02.2022 - 08.2022
- Manage guest reservations and bookings with meticulous attention to detail, ensuring accuracy and efficiency in all transactions
- Utilize advanced technical platforms to assist guests with inquiries, changes to travel itineraries, and issue resolution, delivering seamless customer experiences
- Demonstrate exceptional communication skills to convey complex information clearly and effectively, fostering positive relationships with guests and colleagues
- Apply problem-solving abilities to address guest concerns and resolve issues promptly, enhancing overall satisfaction and loyalty
- Adhered to strict scheduling requirements, maintaining flexibility and adaptability to meet operational demands and ensure optimal service levels
- Developed a comprehensive knowledge of product offerings to better assist customers with informed recommendations.
- Implemented upselling techniques to increase average transaction value and drive additional revenue growth.
- Managed high volume of customer calls, maintaining calm and professional demeanor.
- Informed customers of promotions to increase sales productivity and volume.
Dental Nurse
NHS Grampian
10.2009 - 08.2021
- Collaborated within interdisciplinary teams to deliver comprehensive patient care across diverse populations, including mental health, substance abuse, geriatric, pediatric, and additional needs patients
- Managed reception duties, including appointment scheduling, medical record maintenance, and clerical tasks, ensuring accuracy and confidentiality in all administrative processes
- Maintained detailed patient records accurately, ensuring data privacy regulations compliance and facilitating seamless coordination among dental staff.
- Provided compassionate patient support and education, promoting oral health and hygiene practices to improve overall wellness outcomes
- Improved infection control standards by meticulously sterilizing instruments and maintaining a clean workspace.
- Oversaw inventory management activities to ensure cost-effective and timely acquisition of essential resources
- Coordinated nursing care with pre-operative team to achieve defined patient outcomes.
- Maintained compliance with regulatory standards, including infection control protocols, data protection regulations, and emergency response procedures
- Contributed to a positive patient experience with effective communication, empathy, and professionalism.
- Promoted to the role of team leader, entrusted with guiding and supervising teams to achieve operational excellence
- Led by example, fostering a culture of collaboration and accountability among team members
- Played a pivotal role in shaping organizational practices by actively participating in the development and continuous improvement of policies and procedures
- Leveraged keen insight and managerial acumen to streamline workflows and enhance productivity
- Demonstrated exceptional organizational skills in orchestrating team efforts, ensuring seamless coordination and alignment with overarching objectives
- Served as a mentor and resource for team members, providing guidance, support, and encouragement to facilitate their professional development and success
- Consistently sought opportunities for innovation and improvement, implementing strategies to optimize efficiency and drive continuous enhancement across the organization
Education
IAIM in Infant Massage Instructor -
International Association of Infant Massage
04.2021
AEC / DEP - Dental Nursing
Aberdeen Dental Education Centre
05.2012
High School Diploma - undefined
Kincorth Academy
01.2009
Skills
- Microsoft office
- Filing systems
- Warranty processing
- Service scheduling
- Teamwork
- Reliability
- Effective communication
- Organizational skills
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Multitasking
Languages
English
Timeline
Warranty Clerk
AutoCanada
01.2025 - Current
Service Coordinator
AutoCanada
04.2024 - Current
Sales Representative
Indigo Books & Music Inc.
09.2022 - Current
Customer Service/Sales Representative
WestJet Airlines
02.2022 - 08.2022
Dental Nurse
NHS Grampian
10.2009 - 08.2021
AEC / DEP - Dental Nursing
Aberdeen Dental Education Centre
High School Diploma - undefined
Kincorth Academy
IAIM in Infant Massage Instructor -
International Association of Infant Massage
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