Olivia Maas
Ingersoll,Canada
Summary
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
8
8
years of professional experience
Work History
Sr. Mortgage Specialist Representative
MCAP
Waterloo, ON
03.2023 - Current
- Built lasting relationships with clients by providing exceptional customer service, fostering trust and loyalty.
- Maintained high level of customer satisfaction by providing prompt and accurate loan status updates.
- Fielded customer complaints and provided solutions.
- Explained different types of loans pertaining to client situations.
- Ability to navigate multiple systems
- Knowledge of servicing policies and procedures for all lenders
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Greeted customers warmly to set tone of customer experience and provide welcoming and friendly atmosphere.
- Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
- Responded to customer questions via telephone and written correspondence regarding mortgage related questions.
Customer Service (Omni Channel) Supervisor
Best Buy
Kitchener, Ontario, Canada
07.2017 - 01.2023
- Monitor and coach 14 team members for success in process, sales technique and customer satisfaction
- Identifying their areas of opportunity and creating dynamic growth plans for each team member
- Maintain an average of 8% sales attach across the Omni-Channel department
- Respond to customer inquiries and resolve high-level complaints promptly
- Maintains an exceptional level of service and customer satisfaction to help generate revenue and increase profitability and repeat customers
- Manage incoming calls and complaints from customers and employees
- Oversee full cycle recruiting and onboarding of new team members
- Schedule 110 team members across all departments based on labour budgets, team member needs and availability
- Enforced procedures for compliance with health and safety regulations
Warehouse (Product Process) Supervisor
Best Buy
Kitchener, Ontario, Canada
07.2017 - 07.2022
- Monitor and coach 10 team members, across two teams, for success in process, safety, and productivity
- Identifying their areas of opportunity and creating dynamic growth plans for each team member
- Supervised shipping and receiving operations including returns, parcels, and transfers
- Maintaining accurate records of BOL’s and maintaining strict safety regulations
- Managed inventory and systems including accurate stock counts, merchandising, and receiving unloading and distributing new products of trucks with an average productivity of 100 pieces per hour
- Enforced compliance with health and safety regulations
Server/ Bartender
Saltys Sport Bar And Grill
Cayman Islands
12.2016 - 04.2017
- Company Overview: (Cayman Islands)
- Accurately recorded and delivered food and beverage orders including requested customizations
- Memorized and relayed a rotating set of daily specials to customers
- Maintained high level of customer satisfaction by creating high quality drinks, and delivering food to tables with accuracy
- Maintained closing duties such as: cleaning condiment station, placing silverware and napkins onto tables, wiping down tables, booths and chairs, filling and replacing condiments on tables and wiping down of the service station
- Counted and reconciled bar till at the end of the night
- (Cayman Islands)
Education
Office administration- Executive -
Mohawk College
Hamilton, ON04.2016
Skills
- Experience in leading a team in a warehousing and logistics environment, as well as customer service environments in high volume
- Strong time management and organizational skills balanced by maintaining strong support levels for my team and tasking to support strong KPIs
- First Aid Certified
Languages
English
Professional Working
Hobbies and Interests
- Photography
- Hiking with my dog Panda
- Hot yoga and F45 classes
Timeline
Sr. Mortgage Specialist Representative
MCAP
03.2023 - Current
Customer Service (Omni Channel) Supervisor
Best Buy
07.2017 - 01.2023
Warehouse (Product Process) Supervisor
Best Buy
07.2017 - 07.2022
Server/ Bartender
Saltys Sport Bar And Grill
12.2016 - 04.2017
Office administration- Executive -
Mohawk College