LUCIA MELO
Toronto,ON
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.
Overview
25
25
years of professional experience
Work History
Administrator
MAYPAB CLEANING SERVICES
Woodbridge
05.2024 - Current
- Interact professionally with customers and inside personnel, answering questions and responding to phone and email inquiries.
- Review documents and obtain additional information to complete accurate paperwork and avoid delays.
- Explain company personnel policies, benefits and procedures to employees or job applicants.
- Replenish office supplies, placing new orders for restocking to maintain inventory.
- Collaborate with administrative support to oversee calendars and prioritize meetings and appointments.
- Provide leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Delegate work to staff, setting priorities and goals.
- Recruit and train new employees to meet job requirements.
Lead Customer Service Associate /Supervisor
TD CANADA TRUST
TORONTO
10.1999 - 01.2020
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Monitored phone calls to provide feedback and coaching.
- Delivered continuous training to associates to maximize performance and customer relations skills.
- Audited customer account information to identify issues and develop solutions.
- Explained benefits, features, and recommendations to maximize client retention.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
Education
Basic Training Diploma - Family And Community Services
CDI College
Toronto, ON12-2024
High School Diploma -
Western Tech. Commercial School
Toronto06-1999
Skills
- Customer relations
- Training & Development
- Problem resolution
- Communication
- Time Management
- Shift scheduling
- Staff training and development
- Operations management
- Team leadership
- Verbal and written communication
- Documentation and reporting
- Regulatory compliance
- Proficient in spoken and written Portuguese, Spanish
Timeline
Administrator
MAYPAB CLEANING SERVICES
05.2024 - Current
Lead Customer Service Associate /Supervisor
TD CANADA TRUST
10.1999 - 01.2020
Basic Training Diploma - Family And Community Services
CDI College
High School Diploma -
Western Tech. Commercial School
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