Maris Rocha
Toronto
Summary
Customer service professional with robust background in assisting customers and resolving inquiries effectively. Recognized for strong problem-solving skills and maintaining positive customer experience. Team-oriented with focus on collaboration and achieving results, adaptable to changing environments.
Overview
6
6
years of professional experience
Work History
Customer Service Agent /Front Desk Concierge
Compass Group
05.2023 - Current
- Supervise the setup and maintenance of 10+ conference rooms, ensuring seamless functionality and professional presentation for high-profile meetings, which improved event readiness and client satisfaction.
- Coordinate end-to-end catering and refreshment services for meetings and events annually, overseeing setup and cleanup to ensure seamless execution and workplace satisfaction.
- Delivery proactive onsite support to executives and clients, resolving operational issues swiftly and contributing to a client satisfaction rate during events.
- Manage client inquiries weekly, both in person and by phone, consistently providing prompt and accurate information to enhance client experience.
- Supported team members with diverse daily operational duties, fostering collaboration and maintaining efficient workflow during peak business periods.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
Store Supervisor
Dollarama
08.2020 - 09.2021
- Supervised daily operations by directing customer service, inventory and sales operations.
- Maintained high standards of store appearance by enforcing cleanliness guidelines, organizing merchandise displays, and scheduling routine maintenance tasks.
- Conducted inventory analysis to determine optimal stock levels.
- Supervised daily store activities to ensure smooth operations, proper staffing levels, and adequate inventory control.
- Successfully recruited, interviewed, and selected candidates, contributing to the growth and effectiveness of the team.
- Led a team of 12 employees by organizing daily tasks and assigning roles.
- Communicated and implemented store management directives to staff, ensuring consistent operational standards and alignment with company goals.
- Resolved customer issues on the sales floor efficiently and professionally, enhancing customer satisfaction and fostering repeat business.
Store Supervisor
Union Food
09.2019 - 03.2020
- Educated and trained staff to equip with knowledge about products, customer service and store policies.
- Handled escalated customer complaints professionally, offering appropriate resolutions to ensure satisfaction and maintain positive brand reputation.
- Conducted interviews and facilitated the hiring process to onboard new team members, ensuring strong cultural and skill fit.
- Supervised and coordinated a team of 10+ staff members in food preparation and portioning, maintaining high standards of quality and efficiency.
- Addressed and resolved customer complaints and concerns promptly and effectively, maintaining a high level of customer satisfaction.
- Established efficient work schedules, optimizing staffing levels and ensuring smooth operations during peak hour.
Customer Service Representative
CN Tower
04.2019 - 10.2019
- Enthusiastic greeted with welcome smile and assisted onsite guests.
- Warmly welcomed and proactively assisted over 200 onsite guests daily, enhancing their experience through attentive service and a positive attitude.
- Organized and monitored guest flow, optimizing queue management to reduce wait times by up to 20% during peak hours.
- Provided timely and accurate updates to Supervisors on real-time visibility and waiting periods, supporting informed operational decisions and guest safety.
- Resolved visitor issues—including ticket discrepancies, lost property, and missing children—efficiently and empathetically, ensuring quick resolution and guest satisfaction.
- Delivered clear and accurate information to guests regarding tower features, tourist attractions, emergency protocols, and ticketing, demonstrating thorough knowledge and excellent customer service.
Education
Diploma - Event
Centennial College
Scarborough, None04-2021
Certificate - Customer Services
ILAC College
425 Bloor St09-2019
Post Degree - Marketing
Anhembi Morumbi
Sao Paulo/Brazil12-2015
Bachelor of Science - Advertising
University Centre of Belo Horizonte
Belo Horizonte/Brazil12-2009
Skills
- Customer service
- Data entry
- Problem resolution
- Outstanding communication skills
- Customer relations
- Complaint handling
- Microsoft office suite proficiency
Languages
English
Native or Bilingual
Portuguese
Native or Bilingual
Timeline
Customer Service Agent /Front Desk Concierge
Compass Group
05.2023 - Current
Store Supervisor
Dollarama
08.2020 - 09.2021
Store Supervisor
Union Food
09.2019 - 03.2020
Customer Service Representative
CN Tower
04.2019 - 10.2019
Diploma - Event
Centennial College
Certificate - Customer Services
ILAC College
Post Degree - Marketing
Anhembi Morumbi
Bachelor of Science - Advertising
University Centre of Belo Horizonte
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