Mária Gabriela Encalada Vivas
Ottawa,Canada
Summary
Experienced professional with a 5-year track record in customer-facing roles. Exceptional listening, communication, and problem-solving skills to effectively address customer needs and ensure high satisfaction levels. Strong commitment to delivering excellent customer service and consistently exceeding expectations.
Overview
5
5
years of professional experience
Work History
Technical Coordinator (front Desk)
Desintecsa S.A
05.2021 - 07.2024
- Checked forms and assist customers with technical issues.
- Managing support tickets, and escalating complex issues to relevant departments.
- Serving 20-35 clients per day.
- Manage customer interactions with patience and empathy, ensuring a positive outcome for the customer.
- Effectively multi-task in a fast paced environment.
- Answering phone calls, emails and managed appointments.
- Processing payments from customers, issuing receipts, and ensuring the accurate entry of transaction details into the system.
- Highly detail-oriented, ensuring accuracy in all aspects of work, from transaction processing to technical support.
- Handled escalated calls for technical support to back up team members.
- Collaborated with cross-functional teams for seamless integration of technology solutions, improving overall productivity.
- Maintained detailed documentation on all technical procedures, providing a valuable resource for team members seeking guidance or clarification on specific tasks or processes.
Retail Assistant Visual Merchandising
ETAFASHION - Retail Store
01.2021 - 04.2021
- Coordinating the store's visual merchandising by liaising between the architectural and visual merchandising departments, ensuring that every aspect of the display is perfect.
- Contributed to store-wide initiatives to enhance brand reputation within the luxury retail space.
- Collaborated with team members to accomplish sales goals and improve overall store performance.
- Implemented creative visual merchandising concepts for special events or promotions across various retail locations.
- Managed the visual merchandising of approximately 8 stores in the city.
Retail Sales Associate Cashier
ETAFASHION - Retail Store
02.2019 - 12.2020
- Understand product pricing, promotions, and inventory to assist customers with questions.
- Efficiently manage customer queues during visit times.
- Managed returns and exchanges, resolving customer issues promptly and professionally.
- Calculate totals, changes, and discounts quickly and accurately.
- Upheld store appearance standards by restocking merchandise quickly and neatly organizing shelves/displays while performing routine cleaning duties.
- Helped customers complete purchases, locate items, and join reward programs.
- Operated POS terminals and cash drawer balancing.
- Demonstrated adaptability by working in various roles as needed including cashiering, stocking shelves, or assisting in the fitting room area.
- Assisted customers by answering questions and fulfilling requests.
- Collaborated with team members to achieve sales targets and consistently exceeded performance goals.
- Serve approximately 30 customers per day.
- Maintained a clean and organized store environment, contributing to a positive customer experience.
Education
Diploma - Building Information Modeling - Lifecycle Management
Algonquin College
Ottawa, ON04.2026
Architect - Architecture
Pontificia Universidad Catolica Del Ecuador
Quito, Ecuador09.2013
Skills
- Attentively listening to customer needs and concerns to provide solutions
- Excellent communication skills
- Detail oriented and able to work in a fast-paced environment
- Quickly identifying and resolving customer issues, complaints or request
- Managing multiple customer requests simultaneously while maintaining focus and efficiency
- Ms Excel, Ms Power Point, Ms Word, Ms Outlook, Ms Team
HIGHLIGHTS
- Professional with over 5 years of experience in customer facing-roles.
- Demonstrates a strong ability to listen, communicate and problem-solve to ensure customer service satisfaction.
- Proficiency in English and Spanish
AVAILABILITY
- Part-time availability:24 hours per week.
Languages
English
Full Professional
Spanish
Native or Bilingual
Timeline
Technical Coordinator (front Desk)
Desintecsa S.A
05.2021 - 07.2024
Retail Assistant Visual Merchandising
ETAFASHION - Retail Store
01.2021 - 04.2021
Retail Sales Associate Cashier
ETAFASHION - Retail Store
02.2019 - 12.2020
Diploma - Building Information Modeling - Lifecycle Management
Algonquin College
Architect - Architecture
Pontificia Universidad Catolica Del Ecuador
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