Summary
Work History
Education
Skills
Languages
Timeline
Generic

Maria Spoletini

Calgary,AB

Summary

Diligent customer service professional with experience in both managing as well as representing a team of representatives.

With over five years of conflict resolution and de-escalation. A primary goal was to work with clients specifically or assist the representatives in ensuring client satisfaction.

Work History

Customer Experience Manager

The Gentlemen Pros
  • Managed on-line reputation for the company through de-escalation, negotiation strategies, conflict resolution, with the clients.
  • Maintained a 4.9 star review on Google Reviews for multiple locations, after having started with 4.7 stars.
  • Delivered ongoing support and leadership to call center staff, specifically related to navigating difficult customers or situation.
  • Streamlined KPI's for technicians so they were able to meet their quotas.


Call Centre Supervisor

Robert Thibert Inc.
  • Conducted interviews as well as provided training for potential Call Center candidates.
  • Implemented a scheduling system, and inputted company payroll.
  • Maintained order accuracy for clients, through monitoring calls.
  • Resolved escalated complaints, provided necessary compensation.
  • Reviewed outstanding invoices, and performed Accounts Receivable duties.


Education

High School Diploma -

St Francis High School
Calgary

Skills

  • Microsoft Office
  • Time Management
  • Organization
  • SQL
  • Service Titan
  • Customer Retention
  • Decision-Making
  • Public and Media Relations
  • Customer Empathy
  • PeopleSoft

Creative and Innovative

Languages

English
Native or Bilingual
Italian
Professional Working

Timeline

Customer Experience Manager

The Gentlemen Pros

Call Centre Supervisor

Robert Thibert Inc.

High School Diploma -

St Francis High School

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Maria Spoletini