Mary Meiso
Hamilton,ON
Summary
With over 5 years of experience as a motivational leader and organizational and analytical problem-solver with a track record of successfully identifying and implementing solutions to improve team performance and customer service skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success and adaptable professional with a proven ability to thrive in fast-paced and changing work environments.
Overview
9
9
years of professional experience
Work History
Client Service Associate
Worksite Safety
Dundas, ON
06.2023 - Current
- Maintaining client relationships by partnering with internal teams to understand client goals and objectives.
- Handling difficult situations involving dissatisfied customers in an efficient yet professional manner.
- Implementing strategies to improve customer satisfaction levels through better communication channels.
- Resolving escalated customer issues in a timely manner by leveraging problem-solving skills.
- Actively monitoring industry trends related to customer service technology, processes and standards.
- Training and mentoring new team members to promote productivity, accuracy and friendly customer service.
- Compiling customer feedback for cross-functional departments to improve product or service features.
Online Teaching Assistant
Worksite Safety
Hamilton, ON
03.2023 - 06.2023
- Monitored student participation in online discussions and provided feedback as needed.
- Responded promptly to student inquiries about course material or other related topics via email or chat sessions.
- Provided guidance regarding best practices for effective communication within a virtual classroom setting.
- Assisted with the development of online course materials, including lectures and interactive activities.
- Researched new technologies to enhance the quality of online learning experiences.
- Created user accounts and managed access rights for students enrolled in courses.
- Conducted virtual office hours using web conferencing tools such as Microsoft Teams Meet or Zoom.
Sr. Quality Evaluator, Content Moderator
Concentrix
Mississauga, ON
07.2022 - 12.2022
- Reviewed content for compliance with internal policies and procedures.
- Monitored user-generated content for violations of community standards.
- Performed moderation tasks such as deleting, editing, and suspending accounts.
- Ensured adherence to company guidelines while moderating online forums and social media sites.
- Provided guidance and support to new moderators in order to ensure high quality standards are met.
- Collaborated with other teams within the organization to address issues quickly.
- Maintained detailed records of all moderation actions taken on a daily basis.
Banking Customer Service Advisors
Concentrix
Hamilton, ON
01.2021 - 07.2022
- Participated in regular training sessions to stay abreast of new products and services.
- Managed complex customer accounts requiring special attention or escalation.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
- Adhered to company policies and procedures when handling customer inquiries or complaints.
- Assisted customers with product selection, order placement, billing questions, and returns.
- Educated customers on product features and benefits to support sales efforts.
1st Cook
Hilton Hotels & Resort
Niagara Falls, ON
07.2019 - 07.2022
- Trained new cooks on proper cooking techniques and kitchen safety procedures.
- Adjusted menus to accommodate special dietary needs or requests from guests or customers.
- Conducted regular inspections of kitchen equipment for proper functioning.
- Participated in weekly meetings with restaurant management team to discuss upcoming events or promotions.
- Assisted with menu planning by suggesting new recipes or modifications to existing ones.
- Provided guidance and support to junior kitchen staff members.
- Supervised kitchen staff in the proper handling and preparation of food items.
Customer Service (Front End)
Tim Hortons
Niagara-on-the-Lake, ON
09.2018 - 04.2019
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
- Trained new staff in relevant processes and procedures.
- Counted inventory, resolved discrepancies and completed paperwork to keep system accurate and current.
- Resolved escalated customer complaints or queries promptly and efficiently.
- Identified opportunities for process improvements, implementing changes when required.
- Ensured compliance with company policies and procedures throughout the team.
- Monitored team progress and enforced deadlines.
Library Student Assistant
Niagara College
Niagara-on-the-Lake, ON
09.2018 - 12.2018
- Organized shelves and maintained an orderly collection of books and other resources.
- Assisted with shelving returned items in appropriate locations within the library.
- Conducted inventory checks of physical resources in order to update records accurately.
- Provided technical assistance to patrons in using computers and printers.
- Answered patron inquiries regarding library services and procedures.
- Kept watchful eye on front desk to encourage protected library environment.
- Managed reserve materials by placing items on reserve for library patrons, checking items in and out of library and removing out-of-date items.
Administrative Supervisor, 08/2015 to 03/2018
Lomatok Concept Incorporated
08.2015 - 03.2018
- Prepared and processed different types of documents, reports, presentations, and training materials of both general and confidential nature
- Assisted with recruitment efforts by screening resumes, scheduling interviews, and conducting reference checks for potential hires.
- Also, proofread these documents to ensure accuracy
- Ensured the confidentiality and privacy of records is maintained at all times
- Facilitated weekly staff meetings to discuss ongoing projects, address concerns, and share updates from various departments within the organization.
- Provided support during periods of high workload by stepping in to assist with various administrative tasks as needed.
- Trained new employees on company policies, procedures, software applications.
Education
Culinary Skills Training Certificate - Culinary Arts
Niagara College
Niagara-on-the-Lake, ON06-2019
Post Graduate Diploma - International Business Management
Niagara College
Niagara-on-the-Lake, ON12-2018
Bachelor of Science - Economics
Ebonyi State University
Skills
- Team Leadership
- Scheduling and Planning
- Strong leadership
- Project Management
- Audit Support
- Customer Support
- CRM Software
- Written and verbal communication
- Problem-solving abilities
- Analytical Thinking
Volunteer
Spring Open House (Niagara College)
- Welcomed potential students and their parents.
- Data collection of aspiring students.
Orientation Day - September 2018
- Welcomed the new students.
- Directed students to the right line for ID card pick-up.
- Assisted in giving out gift bags.
Community Food Advisors (Nigeria)
- Leading small cooking classes or workshops
- Organized and staffed community displays
- Presented/demonstrated and answered questions from the public
- Developed educational resources with the City
- Program development
Volunteer Coordinator (Nigeria)
- Led training/orientation of role for succession planning
- Worked with the executive and production teams to identify and fill volunteer roles
- Reviewed, updated and implemented processes for recruitment, orientation and recognition of volunteers
- Supported ongoing evaluation of volunteer program – utilizing surveys, newsletters etc
References
References available upon request.
Timeline
Client Service Associate
Worksite Safety
06.2023 - Current
Online Teaching Assistant
Worksite Safety
03.2023 - 06.2023
Sr. Quality Evaluator, Content Moderator
Concentrix
07.2022 - 12.2022
Banking Customer Service Advisors
Concentrix
01.2021 - 07.2022
1st Cook
Hilton Hotels & Resort
07.2019 - 07.2022
Customer Service (Front End)
Tim Hortons
09.2018 - 04.2019
Library Student Assistant
Niagara College
09.2018 - 12.2018
Administrative Supervisor, 08/2015 to 03/2018
Lomatok Concept Incorporated
08.2015 - 03.2018
Culinary Skills Training Certificate - Culinary Arts
Niagara College
Post Graduate Diploma - International Business Management
Niagara College
Bachelor of Science - Economics
Ebonyi State University
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