Summary
Overview
Work History
Education
Skills
Certification
professional highlights
Languages
References
Timeline
Generic

Mary Mesio

Hamilton,ON

Summary

With over 5 years of experience supervising, coordinating, supporting, encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Client Service Support Associate

Worksite Safety Compliance
06.2023 - Current
  • Enhanced client satisfaction by efficiently addressing concerns and providing timely solutions.
  • Streamlined communication between clients and internal teams for improved service delivery.
  • Increased customer retention by promptly resolving issues and offering personalized support.
  • Collaborated with team members to proactively identify potential client issues and develop appropriate responses.
  • Assisted clients in navigating company systems, increasing their overall ease-of-use experience.
  • Maintained accurate records of all client interactions, ensuring seamless follow-ups and consistent service levels.
  • Managed sensitive information with discretion while adhering to data protection regulations, safeguarding client privacy at all times.
  • Promoted a positive working environment through active participation in team building activities geared towards fostering camaraderie among colleagues.
  • Escalated complex issues to relevant parties as needed, ensuring prompt resolution while maintaining clear lines of communication with stakeholders involved in the process.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Utilized active listening skills to identify customer needs and provide appropriate solutions.
  • Responded to customer calls and emails to answer questions about products and services.
  • Coordinated with operations staff to resolve service problems and boost client satisfaction.
  • Educated customers about billing, payment processing and support policies and procedures.

Online Teaching Assistant/Print Production and Office Assistant

Worksite Safety Compliance
03.2023 - 06.2023
  • Moderate distance learning training sessions for both the instructor and the students
  • Interact with people online, by chat, phone or email to resolve questions or issues throughout the class
  • Assist the instructor in seeing that all clients are registered and participating in the course
  • Provide technical support to students and instructors as needed
  • Follow up with clients after training to gather feedback about their experience
  • Identify opportunities for advisors to support clients with safety in their workplace
  • Work with the fulfillment, operations and client services team as needed
  • Respond to equipment failures, makes adjustments to meet scheduled deadlines, prepares report and notifies Production Control and Reporting
  • Recognize and work towards the goals and vision of operations such as productivity, customer service, cut-offs and quality
  • Identify areas to improve customer experience based on customer feedback and your own observations
  • Assess current operational methods and procedures and recommends improvements to optimize operational efficiency and implements changes and communicates with support groups as required.

Sr. Quality Evaluator, Content Moderator

Concentrix
07.2022 - 12.2022
  • Maintained strong program Knowledge base; basic understanding of client products, Services and program strategies
  • Enhanced product quality by implementing thorough evaluation processes and identifying areas for improvement.
  • Reduced customer complaints by conducting regular audits and addressing identified issues proactively.
  • Monitored, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email
  • Contributed to maintaining forms and legends documents
  • Met departmental productivity requirements such as number of calls monitored per month, number of emails evaluated
  • Participated in internal quality audits designed to improve overall contact quality and recommend changes such as periodic audits of existing processes to determine process control and efficiencies
  • Participated in calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program Management and clients to ensure scoring consistency and best practices
  • Reported results of evaluations to appropriate Business stakeholders; Quality Leadership, Operations, Client.
  • Participated in team meetings to discuss progress and results, providing ideas and suggestions for improvement.
  • Maintained up-to-date knowledge on industry trends and advancements, allowing for continuous improvement within the organization''s quality evaluation processes.

Banking Customer Service Advisors

Concentrix
01.2021 - 07.2022
  • Ability to handle more than 50+ calls daily including answering questions about banking products, checking on the status of customer accounts and payments
  • Provided exceptional support during peak periods or staff shortages, maintaining high levels of productivity.
  • Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
  • Streamlined call handling processes for increased efficiency and reduced wait times.
  • Assisted customers who are victims of fraud, theft, with blocking and replacing lost or stolen credit cards
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Updated account information to maintain customer records.
  • Maintained less than 5 minute call time by using strong listening, consultative and problem-solving abilities and using scripted sequences to address all concerns.
  • Improved first-call resolution rates by providing accurate information and effective problem-solving skills.
  • Contributed to team meetings with valuable input, fostering a collaborative work environment.
  • Implemented strategies to reduce average handling time without compromising on service quality.

Cook 1

Hilton Hotels & Resort
07.2019 - 07.2022
  • Prepared items for meal service according to recipes and ingredients listed with and as per the defined presentation, seasoning and portion size
  • Dealt with guest requests, comments, and concerns promptly, politely, and professionally with follow up where required to ensure customer satisfaction
  • Followed all health and safety regulations by always ensuring adherence to all sanitary and safe food handling guidelines
  • Completed end of shift cleaning every shift
  • Helped maintained a cohesive, cooperative work environment by always being cooperative and positive in actions and speech within the department and interdepartmentally
  • Supervised, assisted, directed, and trained the staff in the performance of their duties, ensuring that they also follow the duties as outlined in their own job descriptions and task lists
  • Controlled and recorded all food waste
  • Ensured the food are stored appropriately with covering, no cross-contamination risk and dated for rotation.

Customer Service Team Member (Front End)

Tim Hortons
09.2018 - 04.2019
  • Enhanced the guest experience by following the S.E.T
  • Principles: Smile, Eye Contact, and Thank You
  • Listened carefully to guests and apologizes for the experience in the case of a complaint
  • Promptly executes service recovery for any guest concerns or complaints by making it right with the guest, regardless of involvement in the issue
  • Managed inventory orders, logging items that have been received and items that have been taken from inventory
  • Assisted on the sales floor, fulfilling tasks like running the cash register and assembling sales displays
  • Maintained speed of service targets by working efficiently with a sense of urgency to fill orders and meet customers’ needs
  • Followed the guaranteed Always Fresh procedure to ensure coffee and products are always fresh and always accurate
  • Delivered consistent and outstanding customer service through friendly attitude, attentive behaviors, and strong product knowledge.

Student Library Assistant

Niagara College
09.2018 - 12.2018
  • Streamlined library operations by assisting in the accurate cataloging and organization of materials.
  • Enhanced patron experience by providing efficient and courteous customer service at the circulation desk.
  • Ensured timely access to resources by efficiently processing incoming books, periodicals, and multimedia items.
  • Maintained a well-organized collection through diligent shelving, shelf-reading, and inventory management tasks.
  • Facilitated positive learning environments with effective supervision during study sessions, computer usage, and library visits.
  • Contributed to a welcoming atmosphere by maintaining clean, safe, and inviting spaces within the library premises.
  • Organized library shelves, materials and equipment in clear, alphabetized order.
  • Placed books on proper shelves when returned to circulation.
  • Monitored library environments to maintain safe, hazard-free settings.
  • Compiled and submitted library activity and performance reports for improved insight.
  • Maintained secure environment by monitoring visitors at front desk.

Administrative Supervisor

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.
  • Handled sensitive information with discretion by maintaining confidentiality in accordance with company guidelines.
  • Assisted management with special projects to complete all tasks by deadlines.
  • Managed a team of office staff, providing training and support to ensure smooth daily operations.
  • Served as the main point of contact for external partners, establishing strong relationships built on professionalism and reliability.
  • Managed incoming and outgoing mail and couriers, update mailing lists, and respond to inquiries by referring them to the appropriate personnel
  • Communicated protocols to staff and the public through different channels such as in-person, written, or telephone communication
  • Composed correspondence as needed and maintain internal documents while creating and maintaining tracking documents
  • Led, coached and managed a team to achieve and maintain standards in line with established KPIs including but not limited to: service levels, absenteeism, productivity, customer satisfaction (CSAT), employee satisfaction (ESAT)
  • Maintained accurate records using database software system while word processing forms, charts, lists, reports, letters, agendas, and minutes as directed
  • Updated manuals, procedures, and lists as required while performing other duties assigned directly related to the major responsibilities of the job
  • Answered complex inquiries via telephone, email, and in person that are specific in nature and require a specialized knowledge of policies and procedures.

Education

Culinary Skills Training Certificate, - Culinary Arts

Niagara College
Niagara-on-the-Lake, ON
06.2019

Post Graduate Diploma in International Business Management - International Business Management

Niagara College
Niagara-on-the-Lake, ON
12.2018

Bachelor of Science - Economics

Ebony State University
08.2008

Skills

  • Client Relationship Building
  • Technical Proficiency
  • Meeting Facilitation
  • Active Listening
  • Project Management
  • Critical Thinking
  • Adaptability
  • Conflict Resolution
  • Customer Service
  • Time Management
  • Excellent Communication
  • Call Center Experience

Certification

JHSC Level 1

professional highlights

  • Possess a thorough understanding and knowledge of human resources, administrative management, and customer service.
  • Highly professional, dependable, reliable, and able to perform duties with minimal supervision.
  • Excellent communication and problem-solving skills.
  • Knowledgeable in Ontario occupational health and safety regulation and requirements.
  • Computer proficiency in Microsoft office software packages.
  • Experience in living and working abroad, dealing with cross-cultural issues, and adapting to new culture and environments.
  • Completed various professional development courses in soft skills, customer service and technical knowledge.

Languages

English
Full Professional

References

References available upon request.

Timeline

Client Service Support Associate

Worksite Safety Compliance
06.2023 - Current

Online Teaching Assistant/Print Production and Office Assistant

Worksite Safety Compliance
03.2023 - 06.2023

Sr. Quality Evaluator, Content Moderator

Concentrix
07.2022 - 12.2022

Banking Customer Service Advisors

Concentrix
01.2021 - 07.2022

Cook 1

Hilton Hotels & Resort
07.2019 - 07.2022

Customer Service Team Member (Front End)

Tim Hortons
09.2018 - 04.2019

Student Library Assistant

Niagara College
09.2018 - 12.2018

Administrative Supervisor

Lomatok Concept Incorporated
08.2015 - 03.2018

Culinary Skills Training Certificate, - Culinary Arts

Niagara College

Post Graduate Diploma in International Business Management - International Business Management

Niagara College

Bachelor of Science - Economics

Ebony State University

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