Hi, I’m
Marcelina Bumba
Toronto,Canada
The way to get started is to quit talking and begin doing.
Walt Disney
Summary
I am seeking a career opportunity in a dynamic organization that welcomes ideas, enthusiasm and consistently demands excellence to meet its goals.
Dependable [Job Title] with track record of success in field, attention to detail and proactive mindset. Seeks opportunities to improve processes and workflows for team benefit. Conscientious, hardworking and excels at multitasking in fast-paced environments.
Overview
21
years of professional experience
Work History
LUFThansa, TOUCH, IN
TEAM LEADER
09.2022 - Current
Job overview
- Leadership / Performance Management
- Provide team achievement regarding Average Handling Time / Service Level / Quality
- Motivating and giving feedback to Service Consultants and Team Quality Specialists
- Monitoring direct reports monthly in accordance with LH scorecard
- Identify training needs and development training plans in accordance with the Quality, Product, or Training departments
- Preparation and analysis of team monthly reports
- Provide quality, technical and general problem-solving resources
- Attendance / breaks / lates control
- Apply the progressive discipline policy regarding attendance and behavioral concerns
- Communication between Management and Team Members
- Processing and distribution of information Communicating and explaining of the business goals on the team level
Metropolitan United Church, Community ServicesToronto, ON
01.2008 - Current
TELECOACH, TOUCH, IN
TEAM Quality Specialist
05.2017 - 09.2022
Job overview
- Prepare and analyse team statistics and develop action plans to support quality improvement and goal achievement amongst direct reports
- Reviews monitored call data and offer detailed statistics through trend analysis
- Taking over escalations calls exceptional cases
- Assisting customers with complaints through email, and by phone seeking approval of Team Leader where applicable
- Tele -coaching and support the new agents regarding procedures, methods, and standards
- Answering calls from potential customers, travel agents regarding services and products and promotions offer by Lufthansa and Swiss Air
- Clarifying product and procedure related questions
Hudson's Bay Toronto
Sales Consultant
01.2013 - 01.2019
Job overview
- Provided superior customer service and achieved sales goals
- Identified customer’s requirements and recommended suggestions, pushed products, and maximized sales
- Maintained store display and visual appearance
- Assisted in updating the customer database
- Makes presentation adjustments based on store design type and assortment levels
- Responsible for managing storage warehouses or delivering products to retail stores.
OPEC LUANDA, ANGOLA
ADMINISTRATIVE ASSISTANTE
01.2008 - 01.2011
Job overview
- Organizing the administrative the duties of the Board of Governors
- Monitoring the world oil market conditions and translated the Governors Board Meeting Reports Attended OPEC Conferences in Vienna Austria and reporting the daily crude oil prices
- Scheduled appointments, meetings for the Governor, ensure the execution of duties assigned
- Performed other general office work as required including preparing financial statements.
ACO Angolan CommunityToronto, ON
01.2006 - 01.2011
ZARA AT EATON’S CENTRETORONTO
VISUAL MERCHANDISER
01.2003 - 01.2007
Job overview
- Identified areas of customer satisfaction and motivation for repeat business, and successfully initiated changes to improve employee’s professionalism
- Meeting sales goals and planning weekly orders and strategies to achieve the Department sales goals
- Researching lifestyle and design trends and making and discussed type, quality and quantity of merchandise sure designs will appeal to the target audience
- Resolving product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem
- Resolve customer complaints or involves the appropriate manager to ensure customer satisfaction.
Daily Bread Food BankToronto, ON
01.2003 - 01.2005
AmadeusAltea, in
Interpreter
Job overview
- Passenger Check-, Activities, on Call - Present MCIS Language Services - A Non-Profit Organization Toronto
- Face-to-Face assignments
- Translate foreign languages for clients in prison so they can understand prison officials
- Provide language services to healthcare patients with limited English proficiency.
Education
International Academy of Design & Technology (IADT)
Diploma COLLEGE
01.2007
Universidade Agostinho Neto Luanda Angola
Associate of Science from Law And Justice
01-1987
Skills
- CERTIFICATE INTERPRETATION & TRANSLATION
- Portuguese English
- Ministry of Citizenship in Toronto
- Skills
- Interpersonal Communication
- Problem –solving
- Self-motivation
- Creativity
- Adaptability
- Teamwork
- LANGUAGE PROFICIENCIES
- COMPUTER SKILLS
- Effectiveness in using
- Microsoft Office 365
- Mentoring
- Quality Improvement
- Shift Scheduling
- Work Planning
- Documentation and Reporting
- Team Supervision
- Client Service
- Technical Support
- Coaching
- Complaint Resolution
- Overtime Management
- Analytical Thinking
- Overseeing Daily Activities
- Goal Setting
- Teamwork and Collaboration
- Sales Expertise
- Safety
- Client Support
- Onboarding and Orientation
- Key Performance Indicators
- Flexible Schedule
- Service Level Agreements
- Coaching and Mentoring
- Problem-Solving
- People Management
- Attention to Detail
- Leadership
- Conflict Resolution
- Work Planning and Prioritization
- Call Center Operations
- Performance Evaluations
- Complex Problem-Solving
- Evaluating Employee Work
- Giving Constructive Feedback
- Performance Improvement
- Leading Team Meetings
- Complaint resolution
- Sales expertise
- Daily workflow improvement
- Employee Evaluation
- Key performance indicators
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
TEAM LEADER
LUFThansa, TOUCH
09.2022 - Current
TEAM Quality Specialist
TELECOACH, TOUCH
05.2017 - 09.2022
Sales Consultant
Hudson's Bay Toronto
01.2013 - 01.2019
Metropolitan United Church, Community Services
01.2008 - Current
ADMINISTRATIVE ASSISTANTE
OPEC LUANDA
01.2008 - 01.2011
ACO Angolan Community
01.2006 - 01.2011
VISUAL MERCHANDISER
ZARA AT EATON’S CENTRE
01.2003 - 01.2007
Daily Bread Food Bank
01.2003 - 01.2005
Interpreter
Amadeus
International Academy of Design & Technology (IADT)
Diploma COLLEGE
Universidade Agostinho Neto
Associate of Science from Law And Justice
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