Marisela Falcon
Etobicoke,Canada
Summary
Experienced ecommerce and customer service professional with a track record of improving customer satisfaction and team collaboration. Successfully led initiatives at UTM Bookstore to reduce order delays and enhance service quality. Skilled in staff supervision and client communication, consistently driving process improvements.
Overview
10
10
years of professional experience
Work History
Ecommerce and Front-End Lead
University of Toronto Press- UTM Bookstore
Mississauga, Canada
04.2023 - Current
- Leading and organizing daily online orders, including from University of Toronto departments
- Ensure customer satisfaction targets are achieved
- Organize daily responsabilities for the team
- Improved collaboration with leaders and executives from other locations and departments for product transfer requests and order coordination
- Oversaw the development and team selection process for seasonal rush time and permanent time
- Driving continuous improvement of the online ordering process, reducing a high percentage of delays, complaints while enhancing quality service and customer satisfaction
- Cultivated professional relationships with guests, improving customer retention through coordinated service.
Retail Associate
UTM Bookstore
Mississauga, Canada
08.2022 - 03.2023
- Greet and interact with customers, providing excellent customer service in-store, by phone and online
- Help students/customers find their course books, school supplies and other merchandise, ensuring they have a good customer experience
- Pick merchandise for web orders
- Process web orders on Net Suite
- Operate Net Suite point-of-sale terminal and handling all forms of payment
- Unpack boxes, stocking shelves, and merchandising products
- Operated cash register accurately and efficiently while processing payments from customers.
Front- Customer Service Staff
Kupfert and Kim
Toronto, Canada
02.2018 - 03.2020
- Taking orders and entering these into the POS system
- Ensuring all orders are accurate and timely
- Making some smoothie bar, expresso-based drinks, and breakfast/lunch items
- Opening of the restaurant, training of new employees and organization of daily tasks as a team, including dealing with order and customer issues
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Collaborated with sales team members to stay current on inventory levels and resolve item issues.
Coffee Shop Worker
Muffin plus
Montréal, Canada
09.2015 - 07.2017
- Provide fast and friendly customer service
- Prepared orders quickly under pressure
- Ensure each area was stocked and cleaned
Receptionist
Falabella Bank Peru
, Peru
07.2012 - 03.2013
- Greet clients and organize files
- Registered all the invoices and return documents of the company providers
- Prepare reports to immediate supervisors
- Manage incoming and outgoing calls
Receptionist
C.I. Mak S.A.C.
12.2010 - 12.2011
- Greet clients and be the front line support for them
- General office support
- Make payments to providers, receive email correspondence, organize and file documents
Administrative Assistant
Ortiz de Zevallos Firm
04.2009
- Organize and administer files
- Manage the lawyer’s agenda
- Organize meetings in the office
Receptionist
Clace XXIV- Gym y Spa
03.2008 - 03.2009
- Greet and registered clients and make promotion of the services, achieving a high percentage of membership subscriptions
- Make daily the end-of the day balance
Education
Bachelor of Business Administration - Online Program
Yorkville University
New Brunswick, Canada01.2023
Professional training in Travel and Tourism -
Center of Studies Columbia
Lima, Peru01.2010
Skills
- Staff supervision
- Continuous integration
- Client communication
- Web performance optimization
References
References upon request
Languages
- English
- Spanish
- French
Summary Of Experience
11, Customer service, MS Office suite, Net Suite, Software for travel and reservations, Leadership, Organizational skills, Responsibility, Positive attitude, Attention to detail, Good communication, Interpersonal skills
References
References available upon request.
Timeline
Ecommerce and Front-End Lead
University of Toronto Press- UTM Bookstore
04.2023 - Current
Retail Associate
UTM Bookstore
08.2022 - 03.2023
Front- Customer Service Staff
Kupfert and Kim
02.2018 - 03.2020
Coffee Shop Worker
Muffin plus
09.2015 - 07.2017
Receptionist
Falabella Bank Peru
07.2012 - 03.2013
Receptionist
C.I. Mak S.A.C.
12.2010 - 12.2011
Administrative Assistant
Ortiz de Zevallos Firm
04.2009
Receptionist
Clace XXIV- Gym y Spa
03.2008 - 03.2009
Bachelor of Business Administration - Online Program
Yorkville University
Professional training in Travel and Tourism -
Center of Studies Columbia
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