Nadia Bolívar

· Lead and manage your team of Customer Experience Associates and Senior Customer Experience Associates

· Build strong customer relationships and deliver excellent customer service

· Acts as the Officer in Charge (OIC) for the branch as required, managing any emergencies, customer escalations

· Contributing to the overall success of the branch by identifying opportunities to enhance customer experience

· Act as a change management lead by assisting with the implementation of new policies and procedures.

· Provide administrative support by managing customer inquiries, ensuring timely responses, and maintaining accurate documentation for all customer interactions.

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Assisted customers in navigating company website and placing online orders, improving overall user experience.
• Contributed to sales growth by upselling products and services based on individual customer requirements.
• Collaborated with team members to develop best practices for consistent customer service delivery.
• Exceeded performance metrics consistently, earning recognition as a top performer within the team.

• Part of the Sales crew at Banana Republic, supporting the retail sales in the store located in the TD tower in Calgary downtown; met daily sales goal and regularly made top sales for team - on average $ 2,500 per day, Performance excellent customer services and often exceeds sales target quotas while ensuring customers leave happy and satisfied
• In addition, advising the store as Visual Marketing working with the leadership team to execute merchandise presentation, including new store flows, in season management
• Part of responsibilities are placing suggestion based on sell-though and customer needs, additionally ensuring up to date displays and mannequins, also checks in seasonal marketing and contributing as mentor for new associates, supporting the standards training, as needed
• Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
• Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
• Built relationships with customers to encourage repeat business.

• Processed invoices and reconciled processed work by verified entries and compared system reports to balance
• Charged expenses to accounts and cost centers by analyzing invoice; recording entries
• Verified Companies id numbers; resolved purchase order, contract, invoice, or payment discrepancies and documentation; insuring credit is received for outstanding memos; issuing stop-payments or purchase order amendments
• Verified vendor accounts by reconciling monthly statements and related transactions
• Processed requests for assistance from claims administrators or as required
• Investigated complex requests (either via phone or e-mail) to ensure answer provided is accurate
• Reviewed vendor invoices for appropriate documentation and validity prior to payment.
• Prepared vendor invoices and processed incoming payments.
• Assisted in month-end closing procedures, ensuring all invoices were processed on time to reflect accurate financial statements.
• Maintained good working relationships with vendors and resolved disputes.

• Assisted with negotiations for space contracts and book event space, arrange food and beverage, order supplies and audiovisual equipment, make travel arrangements, order event signs, and ensure appropriate décor
• Prepared nametags, materials, notebooks, packages, gift bags, registration lists, seating cards, etc
• Closed out all events as required

• Engaged of the analysis and reconciliation of accounts, processed invoices, handled the coordination of payments under the agreed terms, payments to suppliers tracking, bill payments in arrears
• Managed the answers a multi-lined phone system and responds accurately to inquiries from vendors and customers and providers accordingly
• Managed the answers e-mails directly from Vendors and customers, providers and internal staff from other offices
• Conducted the investigation of complex requests (either via phone or e-mail) to ensure answer provided is accurate

• Additional experience as Air Cabin Crew Supervisor (1998-2000) for Aeropostal Alas De Venezuela.