Marcia L. Dos Santos Franco
Ottawa,Canada
Summary
Customer service professional with a proven track record of delivering exceptional support and efficiently resolving customer concerns. Reliable team player who thrives on collaboration and achieving positive outcomes. Known for adaptability and effective communication in fast-paced and ever-changing environments. Demonstrates strong skills in conflict resolution, problem-solving, and impactful communication. Highly valued for reliability, flexibility, and a results-driven mindset.
Overview
13
13
years of professional experience
Work History
Customer Service/ Deli
Metro Supermarket
08.2024 - Current
- Recommending the appropriate product, slicing, weighing, packaging, pricing the meat and cheese
- Preparing the special orders and party trays
- Approaching and handling customer requests, questions and complaints with efficiency
- Ensuring the work area is ready to serve customers by cleaning surfaces, equipment, confirming that tools are working order, and removing trash
Immigration Case Manager/ Consultant
Mi Casa Immigration
06.2024 - 09.2024
- Conduct initial consultations to assess clients’ immigration needs and explain the process
- Oversee all aspects of cases from initiation to resolution, ensuring timely and accurate submissions
- Prepare and file various immigration applications and petitions: visas, green cards, citizenship
- Maintain confidential case files and records, ensuring compliance with privacy regulations
Customer Service/ Cashier
Loblaws Supermarket
04.2023 - 04.2024
- Provide accurate financial transactions and exchange rates using Canadian and foreign currency
- Provide product and service information to customers that is available within the store
- Adhere to the company policy and regulations
- Open/Close the cash register, to register the current amount and match it against the sales amount
- Provide support to customers at the check-out station
- Answer incoming phone calls and provide information accordingly
Package Picker and packer/ Ambassador/ Operator
Amazon Canada
06.2021 - 03.2023
- Reads shipping orders to determine quantity and type of transportation needed
- Utilize proper techniques for lifting, packing, and handling heavy objects, as well as cutting techniques, reaching, and pushing/pulling
- Following proper loading and safety procedures
- Ensure that my work area is neat, safe, and organized and that packing materials are always restocked
- Completes shipments by processing and loading orders
- Oversee integrity and accuracy of all products leaving the warehouse during active shifts
- Practiced strict adherence to safety precautions
Team Member/ Cashier
Tim Hortons
03.2018 - 01.2020
- Provided customer service with a courteous and excellent approach
- Assisted Customers at the drive-through station
- Take customer orders accurately, prepare and deliver in a timely fashion manner
- Performed general maintenance duties, ensuring the store was clean, presentable, and ready to provide service
- Unloaded product from delivery trucks and properly stored inside the freezers
- Took necessary steps to effectively meet customer needs and resolve food or service issues
Customer service/Cashier
Farm Boy Inc
10.2011 - 09.2013
- Stocked displayed counters and shelves
- Ensured proper stock rotation of all assigned items in the department
- Always kept the work and storage areas clean and safe according to the Farm Boy standards
- Performed daily duties assigned by the department manager
- Provided exceptional customer service
- Processed customer sales transactions in a fast and efficient manner
- Answered inquiries about products
- Handled customer complaints according to the Farm Boy complaint policy
Education
Immigration Consultant -
Herzing College
Ottawa, ONHigh school Diploma -
Rochester Adult High School
Ottawa, ON06.2018
Skills
- Computer Proficiency
- Strong Listening Skills
- File management and Database
- Customer Service
- Financial transactions
- Verbal and written communication
- Call Monitoring
- Clean Driving Record
- Teamwork and Collaboration
- Problem-Solving
- Attention to Detail
Volunteer Experience
- Canadian Political Party, Ottawa, ON, 2023-01-01, Present
- Centennial Public School, Ottawa, ON, 2015-01-01, 2015-12-31
- Lakeview Public School, Ottawa, ON, 2013-01-01, 2014-12-31
Languages
English
Full Professional
Portuguese
Native or Bilingual
Spanish
Full Professional
Interests
- Volunteering at local animal shelters and rescue organizations
- Volunteering for community initiatives to give back to local communities and make a positive impact
Timeline
Customer Service/ Deli
Metro Supermarket
08.2024 - Current
Immigration Case Manager/ Consultant
Mi Casa Immigration
06.2024 - 09.2024
Customer Service/ Cashier
Loblaws Supermarket
04.2023 - 04.2024
Package Picker and packer/ Ambassador/ Operator
Amazon Canada
06.2021 - 03.2023
Team Member/ Cashier
Tim Hortons
03.2018 - 01.2020
Customer service/Cashier
Farm Boy Inc
10.2011 - 09.2013
High school Diploma -
Rochester Adult High School
Immigration Consultant -
Herzing College
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