Małgorzata Mijalna Pedro
Oakville ,ON
Summary
Sharp and energetic agent successful at troubleshooting and handling customer support quickly. Multilingual and well-traveled with active listening and interpersonal skills. Smart Customer Support accomplished providing exceptional service and assistance to clients. Enthusiastic professional with strong understanding of all network, communication, and security protocols. Background includes helping young professionals with high-quality administrative and customer support. Focused on maximizing efficiency, streamlining processes and refining techniques to better serve diverse needs. Adaptable professional experienced and trained in customer support and business development. Collaborative customer service provider, creating unforgettable guest experiences.
Overview
8
8
years of professional experience
Work History
Sales and Customer Support Manager
VEGA INERNET STUDIO
01.2022 - 02.2024
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Managed approximately 30 incoming calls, emails and faxes per day from customers
- Worked flexible hours across night, weekend, and holiday shifts.
- Demonstrated creativity and resourcefulness through development of innovative solutions.
- Worked well in team setting, providing support and guidance.
- Resolved problems, improved operations and provided exceptional service.
- Delivered services to customer locations within specific timeframes.
- Acted as team leader in group projects, delegating tasks and providing feedback.
- Managed time efficiently in order to complete all tasks within deadlines.
- Developed strong organizational and communication skills through coursework and volunteer activities.
- Skilled at working independently and collaboratively in team environment.
Customer Service Manager
Highpoint Co.
10.2019 - 12.2021
- Monitored compliance with company policies and industry regulations related to privacy protection and data security within customer service department.
- Defined clear targets and objectives and communicated to other team members.
- Addressed potential cancellations and offered catered solutions to retain accounts.
- Established clear communication channels between team members, fostering collaborative work environment conducive to efficient problem solving.
- Created and enhanced call sequencing flows and scripts to enhance team performance.
- Responded to customer calls and emails to answer questions about products and services.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Generated customer satisfaction surveys to analyze results into action plans.
- Reviewed overdue tickets and followed-up with customer support personnel to resolve root cause of delay.
- Established team priorities, maintained schedules and monitored performance.
- Followed through with client requests to resolve problems.
- Collaborated with fellow managers to identify areas of improvement for overall customer service operations.
Associate Project Manager
Atlantic Maintenance Services
01.2016 - 08.2019
- Recruited and oversaw personnel to achieve performance and quality targets.
- Evaluated team members'' performance throughout duration of projects, providing constructive feedback for professional growth opportunities.
- Supported senior project managers in executing complex initiatives by performing research, data analysis, and presentation preparation tasks as needed.
- Assisted in development of training materials to improve associate project manager skillsets within organization.
- Ensured project documentation was up-to-date and organized by maintaining accurate records of all relevant information throughout project lifecycle.
- Monitored project progress, identified risks and took corrective action as needed.
- Managed change requests effectively by assessing impacts on scope, timeline, budget, or resources before incorporating changes into existing plans or schedules.
- Maintained tactical control of project budgets and timelines to keep teams on task and achieve schedule targets.
- Participated in continuous improvement efforts within organization by contributing ideas for process enhancements based on lessons learned from previous projects.
- Monitored and tracked project metrics and collected data to share with project members.
- Supported senior managers and department leaders by completing projects and problem resolution under tight budgets and schedule demands.
Education
Bachelor of Science - Business Administration And Management
WSB National-Louis University
Nowy Sacz, Poland 02.2024
High School Diploma -
VI Liceum Ogolnokształcące Im A. Towarnickiego
Rzeszow, Poland 05.2015
Skills
- Multi-Lingual in Polish, English, Spanish and Portuguese ( Read and Speak)
- IELTS Certification
- Proficient in Microsoft Office, Outlook and Quickbooks
- Project Management & Client Relationship Building
- Customer Service Management
- Administration and Operations
- Customer Relations and Quality Assurance
- Documentation and Recordkeeping
- Reporting and analysis
- Strategic Planning
- Scheduling and calendar management
- Decision-Making & Workflow Planning
- Financial Reporting
- Office and Staff Management
- Cold-calling
- Meeting facilitation
Languages
Polish
Native or Bilingual
English
Full Professional
Portuguese
Full Professional
Spanish
Full Professional
Timeline
Sales and Customer Support Manager
VEGA INERNET STUDIO
01.2022 - 02.2024
Customer Service Manager
Highpoint Co.
10.2019 - 12.2021
Associate Project Manager
Atlantic Maintenance Services
01.2016 - 08.2019
Bachelor of Science - Business Administration And Management
WSB National-Louis University
High School Diploma -
VI Liceum Ogolnokształcące Im A. Towarnickiego
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