Profil professionnel
Vue d'ensemble
Expérience
Formation
Compétences
Langues
Certificats
Chronologie
Generic

Mariana Pauna

Curriculum Vitae
Côte Saint-Luc

Profil professionnel

Dynamic Senior Customer Care Associate at Best Buy Canada with a proven track record in effective complaint resolution and client engagement. Adept at creative problem solving and timely follow-up communication, I consistently enhanced customer satisfaction while training new team members. Passionate about delivering exceptional service and fostering positive customer relationships.

Vue d'ensemble

18
18
years of professional experience
1
1
Certification

Expérience

Senior Customer Care Associate

Best Buy Canada
Vancouver, BC
08.2022 - Actuel


  • Provided exceptional customer service to customers, resolving any issues or complaints quickly and efficiently.
  • Researched resolutions, contacted necessary departments and responded to customer by phone, mail as follow-up.
  • Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
  • Provided training assistance to new employees joining the Customer Care team.
  • Assisted customers with product orders, returns, exchanges, refunds, payments, and other inquiries.
  • Identified customer needs and offered solutions to increase customer satisfaction.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Resolved customer inquiries and complaints requiring legal warranty and formal letters escalation.
  • Updated system with order specifics and customer details, preferences, and billing information.

Administrative Officer

Ciusss West Central Montreal
Montreal West, QC
03.2019 - Current
  • Responded to client and vendor inquiries via email and telephone, providing updated and accurate information.
  • Oversaw invoicing and billing functions, achieving consistent and accurate payments.
  • Performed various accounts receivable functions, handled cash receipts posting, updated cash flow reports and researched chargebacks and write-offs.
  • Evaluated open accounts to look for past-due balances and pursue collection strategies.
  • Investigated billing discrepancies and implemented effective solutions to resolve concerns and prevent future problems.
  • Worked closely with delinquent account holders to collect and reconcile accounts through approved channels.
  • Kept accounts receivable tracking database current with relevant client information, collection and billing progress and program changes.
  • Interfaced with customers to bring accounts current with suitable repayment plans.
  • Processed over 300 payments every week.

Branch Operations Officer

UnicreditBank
Pitesti, Arges
09.2007 - 12.2016
  • Oversaw preparation of corporate balance sheets, income statements and other financial reports.
  • Received and submitted payments and applied amounts to customer balances.
  • Cashed customer checks, verified identification and checked account balances in accordance with bank policy.
  • Explained bank services, financial products and applicable fees to customers.
  • Ordered checks, placed stop payment orders and conducted additional special services for customers.
  • Opened new checking, savings and lines of credit for customer accounts.
  • Issued and redeemed money orders, cashier checks, traveler's checks and savings bonds.

Formation

Professional Degree - Secretary

CFP Leonardo Da Vinci

Bachelor of Science - Economic Studies

Pitesti University

Compétences

  • Effective complaint resolution
  • Attentive listening expertise
  • Salesforce training expertise
  • Effective multitasking
  • Motivated team player
  • Creative problem solving
  • Dispute mediation skills
  • Employee onboarding
  • Empathy and patience
  • Billing adjustments
  • Customer complaint resolution
  • Timely Follow-Up Communication
  • Négociation
  • Communication écrite et orale
  • Capacité d'analyse

Langues

English
Full Professional ( )
French
Professional
Spanish
Limited ( )
Romanian
Native/ Bilingual ( )
Italien
Débutant

Certificats

Mention d'excellence-Lois du travail (Programme de DEP )

Chronologie

Senior Customer Care Associate

Best Buy Canada
08.2022 - Actuel

Administrative Officer

Ciusss West Central Montreal
03.2019 - Current

Branch Operations Officer

UnicreditBank
09.2007 - 12.2016

Professional Degree - Secretary

CFP Leonardo Da Vinci

Bachelor of Science - Economic Studies

Pitesti University

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Mariana PaunaCurriculum Vitae