Pamela Dubernard

• Set up stations for stylists before their appointments with clients.
• Processed payments from customers for services rendered.
• Organized client files according to established protocols.
• Performed basic receptionist duties such as answering phones and taking messages.
• Suggested additional services that would benefit the customer's needs.
• Provided assistance to other staff members during busy times.
• Helped maintain records of customer visits, including notes about services performed or products purchased.
• Educated clients on proper care instructions for their newly styled hair.
• Kept track of inventory levels in order to reorder supplies as necessary.
• Maintained a clean work environment throughout the day.
• Handled phone calls and inquiries, providing information on salon services.
• Maintained client records within computer system, gathering personal contract information, treatment needs and style preferences for use upon future visits.

· Resolve customer inquiries and concerns, with a solutions-oriented approach, ensuring high satisfaction and retention of the Canadian market, especially from Quebec.

· Customer Account Management: I facilitated the creation of new accounts, customer concerns and strategically upsell products or services based on customer needs and preferences; this would include: Promoting Telus products and services, including internet and all type of mobile solutions.

• Analyzed customer interactions to identify bill discrepancies, the company´s policies, helping the customers to have a better management of their mobile accounts which helped to optimize engagement and outreach strategies.
• Provided actionable insights into consumer purchasing behavior and business growth, so to help the track and evaluation return on investment (ROI) and key performance indicators (KPIs).
• Provided Technical Support, assisting customers with troubleshooting and resolving service issues.

• Created and managed content for multiple social media platforms including Facebook, Instagram, YouTube and LinkedIn.
• Public Relations & Branding: Develop and maintain the mill’s reputation through media relations, press releases, and brand messaging.
• Designed an effective system of tracking performance against predetermined objectives.
• Composed various types of documents including proposals, letters, emails.
• Conducted market research to identify trends that could be leveraged for successful campaigns.
• Internal Communication: Ensure clear communication between departments, employees, and management to improve workflow and collaboration.
• Marketing & Advertising: Overseeing the promotional campaigns, digital marketing strategies, and content creation to enhance visibility.
• Stakeholder Engagement: Build relationships with suppliers, clients, and industry partners to strengthen business connections.
• Event Planning & Coordination: Organized industry networking events.

· I was responsible in providing Tier 2 customer support and ensuring high-quality service for Bosch customers, that could include the British, Italian, Spanish and Mexican markets. My duties typically include:

· Customer Support in cases of AAA Car Brands which were involved in car accidents or emergency situations that require the assistance of distinctive forces as the police or fire brigade.

· Management of incoming calls from our customers with IVR (Interactive Voice Response System) or online and email through CRM (Zendesk) to ensure a high standard quality customer service.

· Collaborated cross-functionally to deliver effective solutions for escalated cases, ensuring customer satisfaction, maintaining referral source information, data input and log.

· As a Content Manager, I was responsible for managing online communities, mostly hispanic and mexican for one the world's strongest social media platforms.

· I collaborated with cross-functional teams to develop and implement new campaigns, content strategies, and user support initiatives.

· Monitored user-generated content for violations of community standards.

· Investigated complaints regarding inappropriate or offensive material.

· Performed moderation tasks such as deleting, editing, and suspending accounts.

· Reviewed content for compliance with internal policies and procedures.

· Through my work, I developed a deep understanding of the social media landscape and gained valuable experience working in a fast-paced, dynamic environment. I am proud to have played a role in building and nurturing a strong community that brings people together from all over the world.

• Followed up with customers after issue resolution to ensure their satisfaction with the outcome.
• Ensured customer satisfaction through effective communication skills and problem resolution techniques.
• Provided technical support to customers by responding to inquiries and resolving issues in a timely manner.
• Identified areas of improvement in existing processes or procedures used for providing support services.
• Performed regular follow-up calls to check on customer satisfaction levels.
• Maintained up-to-date knowledge of company products, services, policies, and procedures.
• Developed innovative strategies to improve customer experience with the product or service offered by the company.

· Responsible for the Portuguese, Italian, Spanish and English-speaking markets

· Problem solver at all times, providing a high-quality standard service, managing and recording incidents through telephone, chat and email and WebHelp system.

· Online incident control (store and marketplace) and warehouses worldwide as the management of UPS shipments, returns and incidents, as fraud control in all procedures.

· Responsible for payments, returns, invoices and delivery notes through SAP

· Creation of daily and weekly reports on shipments, returns, KPIS and global transactions.

· In addition to my technical skills, I also brought a strong customer-focused mindset to the role, working closely with our clients to understand their needs and provide personalized support throughout the migration process.

· I collaborated with cross-functional teams to develop and implement new processes and strategies that helped to optimize our migration and synchronization efforts and improve the overall user experience.

· Through my work at Sellbytel Group, I gained a deep understanding of the latest trends in cloud-based productivity and mobile device management, and helped our clients leverage the power of Google Apps for Work to improve their workflows and increase productivity.

• Performed administrative tasks such as data entry into internal systems.
• Ensured compliance with all applicable laws regarding consumer protection.
• Managed complex customer accounts requiring special attention or escalation.
• Adhered to company policies and procedures when handling customer inquiries or complaints.
• Cross-sold products or services based on customer needs assessment.
• Collaborated with other departments to ensure quality service delivery for customers.
• Assisted customers with product selection, order placement, billing questions, and returns.

· Primary Point of Contact with clients, such as Mitsubishi, General Electric, Papalote Museo del Niño, ACT II, Alka Seltzer and Tabcin.

· Developer of long-term and strong relationships with customers or companies, based on trust, respect and value.

· Answer client queries, understanding customer´s needs and providing the details of the value of products and services.

· Improving the overall customer experience, generating loyalty and retention, negotiating contracts, bill clarifications and identifying new opportunities to maximize profit.

· Collaborator of the Creative Content

· Communication and Advertising Strategy Plans

· Project and ROI Management

· Improved relationships and increased collaboration between internal and external stakeholders with front to end Strategy Plan Goals.

• Assisted in the creation of marketing campaigns targeting specific demographics.
• Conducted market research to identify potential target audiences for campaigns.
• Ensured compliance with applicable laws regarding advertising standards.
• Developed promotional materials such as flyers, brochures and newsletters.
• Planned and coordinated promotional events and activities.
• Coordinated with sales teams to ensure proper implementation of promotional efforts.
• Collaborated closely with internal departments such as design, IT, and finance when needed.
• Participated in brainstorming sessions aimed at creating new marketing strategies.
• Analyzed customer feedback to identify areas of improvement for upcoming promotions.