Luciana Silva
Toronto,ON
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Environmental Service Worker
William Osler Health System
Etobicoke, ON
01.2021 - 07.2021
- Cleaned and disinfected patient exam rooms, surgery suites, and common areas to promote sanitary treatment and services environment.
- Practiced established infection control methods to reduce risks to patients, families, and medical staff.
- Slid beds, sofas, and other furniture aside to wipe down baseboards and remove dust and dirt from hard-to-reach areas.
- Trained new employees on departmental procedures and provided assistance in finding cleaning supplies.
Customer Service Cashier
Aroma Espresso Bar Barista
Toronto, ON
01.2019 - 03.2020
- Answered product questions using knowledge of sales and store promotions.
- Maintained customer satisfaction with quick and professional handling of product returns.
- Counted money in drawers at beginning and end of each shift.
- Utilized POS system to handle customer cash and credit card transactions.
- Developed and managed relationships with customers to increase customer loyalty.
- Processed customer orders and accurately handled payment transactions.
- Encouraged customers to make additional purchases by highlighting current deals and keeping lane well-stocked.
Sales Associate
Eddie Bauer
Toronto, ON
10.2018 - 02.2019
- Provided positive first impressions to welcome existing, new, and potential customers.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Engaged with customers to effectively build rapport and lasting relationships.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Solved customer challenges by offering relevant products and services.
Sales Representative
Ferring Pharmaceuticals
Brazil, SP
01.2008 - 07.2018
- Trained and mentored new sales representatives.
- Met with existing customers and prospects to discuss business needs and recommend optimal solutions.
- Developed and delivered engaging sales presentations to convey product benefits.
- Retained excellent client satisfaction ratings through outstanding service delivery.
- Created professional sales presentations and seminars to effectively demonstrate product features and competitive advantages.
- Developed and maintained comprehensive understanding of products, services and competitors to enhance sales presentations.
- Negotiated contracts with clients and developed relationships with key personnel.
- Managed customer accounts to secure customer satisfaction and repeat business.
- Utilized CRM software to manage customer accounts and track performance metrics.
- Developed and maintained strong working relationships with professionals within assigned territory.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
Education
Diploma - Customer Service
08.2019
MBA - Marketing Management - Sales Skills
02.2006
- Continuing education in Sales
Bachelor of Arts - Public Relations
12.1993
Skills
- Hazardous Chemical
- Hospitality Environments
- Staff Training
- Customer Relations
- Business Development Understanding
- Retail Sales Customer Service
- Sales Expertise
- Calm and Professional Under Pressure
- Microsoft Word
- Microsoft PowerPoint
- Medical Terminology Knowledge
- Brand Representation
- Product Promotion
Certification
- Sales Manager Certificate
Timeline
Environmental Service Worker - William Osler Health System
01.2021 - 07.2021
Customer Service Cashier - Aroma Espresso Bar Barista
01.2019 - 03.2020
Sales Associate - Eddie Bauer
10.2018 - 02.2019
Sales Representative - Ferring Pharmaceuticals
01.2008 - 07.2018
Greystone College - Diploma, Customer Service
Unicamp - MBA, Marketing Management - Sales Skills
PUCC - Bachelor of Arts, Public Relations
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