Summary
Overview
Work History
Education
Skills
Additional Information
Certification
Languages
Timeline
Generic

MARY REYES

Etobicoke,ON

Summary

Dynamic Service Customer Care Manager with a proven track record at Humberview Volkswagen, excelling in staff training and conflict resolution. Enhanced customer satisfaction through innovative process improvements, achieving significant engagement and retention. Skilled in data entry and maintenance, I foster positive relationships and drive team productivity in fast-paced environments.

Overview

22
22
years of professional experience
1
1
Certification

Work History

Service Customer Care Manager

Humberview Volkswagen
Toronto, Ontario
02.2024 - Current
  • Oversaw customer service operations, including performance reviews, training, and mentoring of new and existing staff.
  • Implemented process improvements to enhance customer experience, reduce wait times, and boost engagement, retention, and loyalty.
  • Proactively resolved escalated issues and customer complaints while identifying cross-selling and upselling opportunities.
  • Managed staffing by monitoring call volumes and revising schedules to ensure optimal coverage.
  • Collaborated cross-functionally to align service delivery with business goals and maintain up-to-date knowledge of products, promotions, and pricing.
  • Evaluated feedback to drive service improvements, led regular team meetings, and conducted one-on-one sessions to provide coaching and performance feedback.
  • Facilitated conflict resolution, maintained professionalism under pressure, and fostered a positive team culture through organized activities.
  • Organized company events, both big and small while managing event budgets, and participated in strategic planning to enhance team productivity and service efficiency.

Service Customer Care Representative

Humberview Volkswagen
Toronto, Ontario
02.2022 - 01.2024
  • Acted as main point of contact answering incoming calls and emails, providing frontline customer support or assistance with product and service concerns
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Demonstrated excellent communication skills in resolving product and consumer complaints and remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Effectively cultivated relationships with both established and potential customers and followed through on service needs
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
  • Arranged and coordinated with rentals and other third party companies for services not feasible in the dealership such as windshield replacements, tinting and body shop repairs

Online ESL Teacher

VIPKid
Toronto, Ontario
03.2020 - 11.2021
  • Taught ESL to 348 students, ranging from young children to teenagers, from basic to advanced levels and encouraged them to speak English as often to improve skill
  • Customized learning material according to student needs and developed homework and lessons to complement and follow-up on online sessions and reviewed and identified areas that needed improvement based on homework effort.
  • Incorporated kinesthetic, visual and auditory approach in lessons to encourage student engagement and participation
  • Retained 80% students through entire curriculum, exceeding departmental expectations and earned 1,683 5-star teacher rating from parents
  • Tracked class attendance and student progress by giving parents daily class assessments
  • Continued developing self as an educator by attending professional development workshops focused on learning goals and classroom management.

International Flight Attendant

Philippine Airlines
Manila, Philippines
06.2008 - 05.2018
  • Maintained passenger safety, security and comfort while providing a pleasant environment for passengers before, during and after their flight.
  • Controlled flight environment by responding to disruptive passengers as per IATA (International Air Transportation Association) and federal guidelines.
  • Remained calm and professional during stressful situations as well as responded to mechanical and medical emergencies accordingly and administered First Aid Techniques when needed
  • Provided Philippine Airlines' service philosophy "Buong Pusong Alaga" (whole-hearted care) in creating a pleasant and memorable experience for travelling customers
  • Headed Domestic flights, mentored and directed team members in proper duties and made judgment calls when situations needed
  • Attended customer service, leadership and management trainings to remain current on new requirements and procedures
  • Promoted passenger and crew safety by complying with airline and federal aviation regulations
  • Professionally dealt with passenger inquiries and resolved issues that arose during flights.
  • Completed flight logs, passenger action reports and inventory paperwork with high attention to detail

School Counselor

De La Salle Santiago Zobel School
Manila, Philippines
09.2004 - 05.2008
  • Monitored student academic progress, mental health and sociability through ongoing individual assessments
  • Counseled students who were going through difficulties with peers, academics and family.
  • Collectively worked with education professionals to deliver in-school counseling support and case conferences for identified students.
  • Worked hand in hand with parents and teachers to implement consistent behavior therapy techniques at home and school as well as support student goals.
  • Conducted conferences with parents administrators, testing specialists to discuss educational plans to promote students educational and social development

Human Resources Intern

Pepsi Cola Philippines
Manila, Philippines
04.2003 - 06.2003
  • Sorted job applications and recommended applicants for key positions
  • Helped conducting with recruitment, reviewing resumes and scheduled applicants for testing and interviews
  • Created, organized and maintained new and existing employee personal files and kept data confidential
  • Facilitated applicant testing
  • Assisted with new hire orientation preparation, scheduling and administration.

Education

Bachelor of Arts - Secondary Education & Counselling Psychology

De La Salle University
Manila, Philippines
05.2004

High School Diploma -

De La Salle Santiago Zobel School
Manila, Philippines
03.2000

Skills

  • Staff Training
  • Planning & Organizing
  • Active Listening
  • People Skills
  • Relationship Building
  • Friendly, Positive Attitude
  • Organizational Skills
  • Customer Service
  • Conflict Resolution
  • Training & Development
  • Computer Skills
  • Verbal and Written Communication
  • Multitasking and Prioritization
  • Customer Data Confidentiality
  • Data Entry and Maintenance
  • Lesson Planning
  • Philippines and ESL Teaching Certification
  • Creative and Resourceful

Additional Information

May 2018 - March 202 Focused on being a homemaker after migrating to Canada.

Certification

Smart Serve Certificate

120-Hours TESOL Certificate

Philippine Licensed Teacher

Event Design & Styling

Languages

English
Native/ Bilingual
Filipino
Native/ Bilingual

Timeline

Service Customer Care Manager

Humberview Volkswagen
02.2024 - Current

Service Customer Care Representative

Humberview Volkswagen
02.2022 - 01.2024

Online ESL Teacher

VIPKid
03.2020 - 11.2021

International Flight Attendant

Philippine Airlines
06.2008 - 05.2018

School Counselor

De La Salle Santiago Zobel School
09.2004 - 05.2008

Human Resources Intern

Pepsi Cola Philippines
04.2003 - 06.2003

Bachelor of Arts - Secondary Education & Counselling Psychology

De La Salle University

High School Diploma -

De La Salle Santiago Zobel School

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MARY REYES