Melissa Lamacchia
Mississauga,ON
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
11
11
years of professional experience
Work History
Administrative Assistant
Investor's Group
06.2013 - 07.2018
- Responsible for providing administrative support for variety of operations related to client accounts (office procedures, forms, other general inquiries)
- Prepared investment files in advance of client meetings
- Responded to 20+ client inquiries per day via telephone and email
- Created and maintained databases to track and record customer data.
- Scheduled office meetings and client appointments for staff teams.
- Developed and maintained strong relationships with clients to maximize satisfaction.
- Created customer support strategies to increase customer retention by 5%.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Receptionist
Investor's Group
06.2013 - 07.2018
- Responsible for quick and accurate processing of client account set-up, pre-edit of documents and imaging
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Managed department call volume of 20+ calls per day and coordinated department schedules to maximize coverage during peak hours
- Responsible for creating and maintaining client database
- Communicating with various stakeholders (consultants, financial institutions, others) with regards to documents or missing information in professional manner
- Responsible for performing general administrative and operational support for consultants
- Responsible for mail distribution and supply inventory management
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
Hairstylist
Hot Heads Hair Salon
04.2007 - 06.2013
- Communicated with 6+ types of clientele per day while effectively assessing their needs
- Created hair designs from own artistic interpretation
- Provided service excellence exceeding customer expectations
- Performed administrative duties such as answering telephone and scheduling appointments
Education
High School Diploma -
St Stephens Secondary School
Bowmanville, ONHairstyling Diploma -
Marvel Hairstyling School
Yorkville, Toronto, ONSkills
- Problem-Solving Techniques
- Client Meetings
- Customer Experience
- Office administration
- Administrative support
- Documentation and reporting
Timeline
Administrative Assistant
Investor's Group
06.2013 - 07.2018
Receptionist
Investor's Group
06.2013 - 07.2018
Hairstylist
Hot Heads Hair Salon
04.2007 - 06.2013
High School Diploma -
St Stephens Secondary School
Hairstyling Diploma -
Marvel Hairstyling School
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