MARIA MELCIE MORCILLA
Surrey,Canada
Summary
Skilled Customer Sales and Service Representative with the knowledge of Comprehensive Insurance and Auto Glass Industry. Offering over 16 years of customer relations experience and a deep understanding of Claims Services. Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Manager
Novus Glass
Aldergrove, Canada
08.2016 - Current
- Provides assistance to clients with their insurance claim questions, both in person and over the phone.
- Coordinated appointments to support an orderly and productive day-to-day schedule for the shop.
- Effectively handled significant customer traffic with an optimistic approach.
- Processed customer invoices using a POS system to ensure compliance with company standards for all transactions.
- Processed invoices to ensure accurate account reconciliation and executed timely bank deposits.
- Supports customers in processing auto glass claims, and communicating with insurance companies.
- Trains and supports new employees in creating positive relationships with customers, money handling, preparing quotes or orders, assisting with comprehensive claims, and booking appointments.
- Developed and managed customer files.
- Executed detailed opening and closing tasks to ensure daily operational excellence.
- Implemented systems to improve operational efficiency and cross-functional coordination.
- Resolved customer complaints and issues promptly, maintaining a positive brand image.
- Enhanced operational efficiency through implementation of process improvements.
- Negotiated contracts and agreements with vendors and suppliers to reduce costs.
- Trained employees on additional job positions to maintain coverage of roles.
Customer Sales Representative
CAN-AM Auto Glass & Supplies
Burnaby, Canada
08.2011 - 08.2016
- Managed a high volume of incoming customer calls efficiently, with minimal wait time.
- Worked independently, with minimal supervision.
- Provided customer support for ordering auto glass parts and tools via phone.
- Responded to customer requests for products, services, and company information.
- Assisted with company inventory, handling money, billing, and scheduling orders for delivery.
Customer Service Representative
Rapid Auto Glass
Coquitlam, Canada
02.2011 - 08.2011
- Answered all incoming calls to assist customers with comprehensive glass claims, order parts and schedule customers accordingly to service vehicles in a timely manner
- Assisted office manager with entering invoices for account reconciliations
- Responded to customer requests for products, services and company information
- Delivered prompt service to prioritize customer needs
- Able to work independently with minimal supervision
Front End Administration/Receptionist
Ideal Motorsports Group
Surrey, Canada
04.2010 - 01.2011
Office Manager/Administrator
Broco Auto Glass
Port Kells, Canada
05.2009 - 12.2009
- Company Overview: Family Owned Business
- Family Owned Business
Receptionist
Global Securities/TLA Accounting
Port Coquitlam, Canada
11.2002 - 05.2006
Receptionist
Pinnacle Executive Centres Inc.
Vancouver, Canada
05.2002 - 11.2002
Secretary/Receptionist
IPO Capital Corp.
Vancouver, Canada
07.1998 - 03.2002
Education
Certificate of Completion - Medical Secretarial Course
Herzing Community College
Winnipeg, MB05.1988
Grade 11 - Biology
Winnipeg Adult Education Center
Winnipeg, MB08.1986
Completion of Grade 11 -
St. John's High School
Winnipeg, MB06.1984
Skills
- Administrative and Office Support
- POS Systems and Ordering Platforms
- Microsoft Word and Excel
- National Auto Glass Specifications
- Customer Account Management
- Order and Invoicing Management
- High Volume Call Management
- Customer Relationship and Operations Management
- Complex Problem-solving and Conflict resolution
- Time management
- Inventory management
- Clear communication and Decision-making
- Staff management
- Work prioritization
- Patience
- Professionalism
- Adaptability
Certification
Glass Express Certification
References
- Christine Perry, Business Operations Manager, Kitchen Art Design, (778) 386-0957, christine.perry@kitchenartdesign.com
- Jenna Day, Branch Manager, BC Liquor Distribution, (604) 819-0006, jenna.day@bcliquorstores.com
- Monica Samson-Chin, Customer Service Adjuster, Insurance Corporation of British Columbia, (778) 980-7377
Timeline
Manager
Novus Glass
08.2016 - Current
Customer Sales Representative
CAN-AM Auto Glass & Supplies
08.2011 - 08.2016
Customer Service Representative
Rapid Auto Glass
02.2011 - 08.2011
Front End Administration/Receptionist
Ideal Motorsports Group
04.2010 - 01.2011
Office Manager/Administrator
Broco Auto Glass
05.2009 - 12.2009
Receptionist
Global Securities/TLA Accounting
11.2002 - 05.2006
Receptionist
Pinnacle Executive Centres Inc.
05.2002 - 11.2002
Secretary/Receptionist
IPO Capital Corp.
07.1998 - 03.2002
Glass Express Certification
Certificate of Completion - Medical Secretarial Course
Herzing Community College
Grade 11 - Biology
Winnipeg Adult Education Center
Completion of Grade 11 -
St. John's High School
Similar Profiles
James WolfeJames Wolfe
Owner/Operator at Novus Glass (Wolfe Auto Glass)Owner/Operator at Novus Glass (Wolfe Auto Glass)
Daniel Boyd Jr.Daniel Boyd Jr.
Senior Glass Repair Technician at Novus Glass RepairSenior Glass Repair Technician at Novus Glass Repair
James WhiteJames White
Windshield Repair Technician at Novus Glass Of RichmondWindshield Repair Technician at Novus Glass Of Richmond