Matia Giannias
Ottawa,Canada
Summary
Customer experience professional with strong background in enhancing customer satisfaction and loyalty. Adept at resolving issues, managing high-stress situations, and implementing effective solutions. Strong focus on team collaboration and achieving results. Skilled in communication, problem-solving, and relationship-building, with keen understanding of customer needs. Highly analytical thinking with demonstrated talent for identifying, scrutinizing, and improving complex work processes. Experienced with online software systems such as MS Word, MS Excel, Spreadsheets, Powerpoint, Internet search engines, and databases, as well as communication systems.
Overview
4
4
years of professional experience
Work History
Customer Experience Representative
Ainsworth
01.2024 - Current
- Received call and email requests from clients for various reasons related to service or daily operations of their sites and created work orders accordingly.
- Contacted appropriate individuals for urgent and emergency requests to ensure requests are handled in a timely manner. In charge of dispatching technicians afterhours to various sites across Canada to ensure a smooth and safe operation of equipment.
- Completed all daily assigned call backs and follow ups to ensure client satisfaction as well as technician safety.
- Provided direction and information to clients and service providers as required to ensure excellent coordination and execution of work with minimal disruption.
- Facilitated smooth issue resolution by maintaining clear lines of communication between customers and relevant departments.
- Developed strong relationships with clients and technicians, fostering a sense of trust and reliability in the company's services.
Administrative Assistant
Trifecta Security
07.2021 - 11.2024
- Provided general office support by handling a wide range of tasks to ensure smooth daily operations.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting security guards.
- Assisted in onboarding new guards, providing training materials, and coordinating orientation schedules to ensure a smooth integration into the team.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Boosted team productivity by managing communication channels and ensuring timely responses to emergencies.
- Coordinated travel arrangements for staff, ensuring cost-effective and timely accommodations and transportation.
- Organized and completed break schedules for all staff, completed data entry, basic bookkeeping, and ensured the maintenance and operation of office equipment.
Education
Advanced Diploma - Business Administration With A Focus in Human Resource Management
Algonquin College
Ottawa, ON07-2023
Skills
- Customer success management
- Organization and recordkeeping
- Customer service
- Office administration
- Exceptional communication
- Training and mentoring
- Security management
- Risk analysis
- Complaint resolution
- Bookkeeping
Languages
English
Native or Bilingual
Greek
Native or Bilingual
Timeline
Customer Experience Representative
Ainsworth
01.2024 - Current
Administrative Assistant
Trifecta Security
07.2021 - 11.2024
Advanced Diploma - Business Administration With A Focus in Human Resource Management
Algonquin College
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