Mayeli Macias
Customer Service Professional
Etobicoke,ON
Summary
Motivated Customer Service Representative with over 10 years of experience in fast-paced, team-based environments. Driven and proven successful at achieving established targets and team goals. Personable and professional communicator with fluency in Spanish.
Overview
4
4
years of post-secondary education
Work History
Customer Service Support
Westin Toronto Airport
2022 - 2023
- Responded to guests’ inquiries, issues or problems regarding transportation, hotel services, local events, points of interest and/or activities
- Always maintained a friendly, professional, and courteous manner
- Performed any tasks assigned to support and improve the overall team operations
- Assisted with customer service, front desk or housekeeping duties as needed.
- Provided exceptional customer service support for VIP guests or clients with specific needs or requests.
- Developed and maintained strong relationships to deliver exceptional customer service support.
- Drove sales by delivering expert customer service support for escalated, ongoing or specialized issues.
Administrative Assistant
PTP Adult Learning and Employment Programs
2021 - 2022
- Answered calls/emails, relaying messages, and directing customer inquiries
- Booked appointments for initial assessment or referred clients to more appropriate services as needed
- Maintained client’s databases on a weekly basis
- Conducted follow-up calls/emails with clients and recorded information for reporting purposes
- Filed and maintained electronic and hard copy of office records.
Reception/Office Assistant (temporary assignments)
Drake International
2018 - 2019
- Handled a variety of customer service and administrative tasks well and resolved problems or customer issues with expediency and professionalism
- Demonstrated competency filing materials in proper files, in accordance with office filling system
- Maintained important documents while using paper and electronic filing systems efficiently
- Collected, sorted, and filed important documents in a timely manner, ensuring efficient access
- Rearranged files to improve efficiency and accounting for space allocations
- Assisted the accounts payable department with matching and filing invoices accurately
- Answered multi-phone lines, direct calls and took messages quickly and correctly
- Operated office machines: photocopiers, scanners, fax machines, and voice mail systems
- Reviewed or summarized files, records, and other documents while maintaining confidentiality.
Maintenance Coordinator/Administrative Assistant
Purolator Inc.
2012 - 2017
- Recorded information and maintained CMMS on all specific, standing work orders and related information and documents for equipment maintenance, facilities planning, and inventory; worked closely with IT to resolve technical issues with CMMS system
- Provided CMMS training on different modules to maintenance and operations personnel
- Delivered support to maintenance management in creating and assigning work orders, scheduling preventative maintenance, and updating preventative maintenance procedures
- Worked with management team to improve productivity by ensuring work processes were followed and safety standards were met
- Liaised with management and staff to identify facilities related requirements and to manage cost-effective solutions
- Received, handled and recorded verbal and written requests for facilities services or repair work and dispatched requests to appropriate maintenance; distributed work orders
- Worked closely with management, supervisors, foremen as needed to ensure efficiency
- Provided support in shipping and receiving mechanical, electrical and facilities materials and parts
- Assisted National Maintenance Manager with the department’s expenses and prepared various reports and correspondence, ensuring their efficient distribution
- Handled travel arrangements; scheduled and planned meetings for management and personnel.
Verification/Quality Assurance Officer
Moneris Solutions Corp.
1 2000 - 1 2007
- Compiled and distributed detailed written and statistical reports on a weekly basis
- Provided quick, accurate and professional responses to phone and e-mail inquiries for various stakeholders to move the work along
- Accurately indexed and updated applications and documentation into the database system
- Liaised with management and sales representatives to provide the status of applications
- Expedited applications throughout internal processes to ensure time frames were met
- Thoroughly investigated deficient applications and prepared weekly reports with detailed information to serve as a guide for coaching and development, and to raise awareness of trends in specific processing areas
- Prepared and distributed correspondence letters with small businesses and clients
- Organized and maintained filing systems and confidential documents
- Reviewed merchant applications; followed up with customers and staff to amend discrepancies.
- Facilitated effective communication between departments regarding quality matters, fostering a collaborative working environment.
- Collaborated with cross-functional teams for timely resolution of quality issues and concerns.
Education
Microsoft Excel – Beginner to Pro -
Skills For Change, Toronto, Ontario
Business Administration, Principles of Management, Services Marketing, Financial Analysis and Accounting, Labour Relations, Training and Development, Health and Safety, Salary Compensation -
Humber Institute of Technology & Advanced Learning, Toronto, Ontario
2007.01 - 2011.05
Skills
Guest Services
Clerical Support
Customer service support
Call Management
Active Listening
Problem-solving abilities
Complaint resolution
Data Entry
Customer Relations
Data Collection
Critical Thinking
Scheduling
Follow-up skills
Multitasking Abilities
MS Office
Volunteer Experience
Cuéntame tu Historia – KBuena Radio/TV
2018- 2023 Social Media Assistant
Creating posts for different social media platforms (Instagram, Facebook, and Radio Station website), Photo editing for program advertising and sponsorship, Developing ideas for diverse ads, Text editing and translation (English-Spanish)
Languages
English
Full Professional
Spanish
Native or Bilingual
Timeline
Business Administration, Principles of Management, Services Marketing, Financial Analysis and Accounting, Labour Relations, Training and Development, Health and Safety, Salary Compensation -
Humber Institute of Technology & Advanced Learning, Toronto, Ontario
2007.01 - 2011.05
Customer Service Support
Westin Toronto Airport
2022 - 2023
Administrative Assistant
PTP Adult Learning and Employment Programs
2021 - 2022
Reception/Office Assistant (temporary assignments)
Drake International
2018 - 2019
Maintenance Coordinator/Administrative Assistant
Purolator Inc.
2012 - 2017
Verification/Quality Assurance Officer
Moneris Solutions Corp.
1 2000 - 1 2007
Microsoft Excel – Beginner to Pro -
Skills For Change, Toronto, Ontario
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