Merelene Ferrer
Winnipeg,MB
Summary
Experienced with handling variety of customer inquiries and concerns, ensuring high satisfaction rates. Utilizes effective communication and problem-solving skills to address and resolve issues promptly. Knowledge of customer relationship management and adept at fostering positive client interactions.
Overview
37
37
years of professional experience
1
1
Certification
Work History
Customer Service Advisor 2
Palliser Furniture
05.2022 - Current
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Resolved customer inquiries and complaints efficiently, enhancing overall satisfaction, by phone calls or website inquiries averaging 40 daily
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
Finance and Accounting Administrator, Volunteer
Faith Life Community MInistries
05.2021 - Current
- Perform bookkeeping duties, payroll
- Pay vendors, and monthly government remittances.
- Prepare and submit T4, T4 summary and income tax reports
- Assist Treasurer in Financial reporting, Annual Budget preparation and other task as needed
Workload Distribution Coordinator/Team Leader
Shared Health
06.2021 - 03.2022
- Assigned Covid Cases to agents and lead the team of C19CI agents in the Virtual Call Centre.
- Analyzed quality assurance checks of files and calls and look for trends and coaching opportunities.
- Checked daily attendance and coordinate with Scheduling department to ensure adequate staffing.
- Coordinated with distribution department to follow-up on file issues.
Bill of Materials Cost/Product Analyst
Palliser Furniture
09.2008 - 04.2021
- Interacted with internal partners to track development progress and address non-conforming issues to avoid negative impacts on completion timelines.
- Worked with development team to define and implement product change requests to enhance product functionality.
- Bill of materials and specification management for new and existing product lines.
- Collaborated with production team in assigning labour cost to newly developed products in accordance to established standards and processes. Averaging 5 styles per month.
- Performed new product costing and analysis, averaging
- Worked with internal business partners in investigating and resolving any bill of materials, labour and specification concerns.
Customer Relations Specialist
Palliser Furniture (Customer Service Department)
07.2004 - 08.2008
- Managed customer inquiries, ensuring timely resolution and enhancing satisfaction levels.Answered customer online and phone inquiries including but not limited to order status, pricing, product information, warranty and repairs averaging 70 daily.
- Assessed caller accounts to determine warranty validity, identify service needs and resolve issues.
Order Entry Clerk
Palliser Furniture (Parts and Service Department)
07.2000 - 06.2004
- Processed customer orders with accuracy, ensuring timely entry into AS400 Customer Order management systems. Averaging 100 orders daily.
- Managed high-volume order periods effectively, maintaining accuracy under pressure.
Lead Leather Cutter
Palliser Furniture (Parts & Service)
07.1996 - 06.2000
- Provided team members with required specifications, materials and/or training to fulfill customer work order.
- Ensured accuracy in cutting patterns to meet design specifications and reduce material waste.
- Implemented process improvements that enhanced workflow efficiency within the cutting department.
Office Supervisor/Bookkeeper
Smith Brothers Corporation
06.1990 - 03.1996
- Established efficient workflow processes, monitored daily productivity and implemented modifications to improve overall effectiveness of personnel and activities.
- Oversaw office inventory activities, including ordering and requisitions, stocking and shipment receiving.
- Assisted the Operations personnel with necessary manpower and pre-planned schedule of activities with a goal of providing clients effective and good quality of service.
- Reviewed and filed financial documents, coded accounting entries for data processing and posted daily receipts and payments in accordance with all corporate protocols.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
Accounting Staff
Sunny Frivaldo Accounting and Bookkeeping Services
06.1989 - 05.1990
- Managed and updated financial accounts and permanent records for assigned clients.
- Performed bookkeeping services for assigned clients.
Education
Bachelor of Science - Business Administration
Philippine School Of Business Administration
Manila, Philippines05.1989
Skills
- Customer relations
- Complaint handling
- Customer focus
- Customer service excellence
- Payment processing
- [Product or service] support
- Escalation management
- Email management
- Follow-up calls
- Customer service
- Spreadsheets
Certification
Business Accounting Certificate Program, July 2021
Timeline
Customer Service Advisor 2
Palliser Furniture
05.2022 - Current
Workload Distribution Coordinator/Team Leader
Shared Health
06.2021 - 03.2022
Finance and Accounting Administrator, Volunteer
Faith Life Community MInistries
05.2021 - Current
Bill of Materials Cost/Product Analyst
Palliser Furniture
09.2008 - 04.2021
Customer Relations Specialist
Palliser Furniture (Customer Service Department)
07.2004 - 08.2008
Order Entry Clerk
Palliser Furniture (Parts and Service Department)
07.2000 - 06.2004
Lead Leather Cutter
Palliser Furniture (Parts & Service)
07.1996 - 06.2000
Office Supervisor/Bookkeeper
Smith Brothers Corporation
06.1990 - 03.1996
Accounting Staff
Sunny Frivaldo Accounting and Bookkeeping Services
06.1989 - 05.1990
Bachelor of Science - Business Administration
Philippine School Of Business Administration