Samantha Antonio
Mississauga,ON
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
LBB Specialties
11.2023 - Current
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Processed purchase orders with proficiency and accuracy
- Worked collaboratively with cross functional departments
- Served as the first point of contact for clients
- Tracked orders from commencement to completion
- Maintained up-to-date knowledge of product and service changes.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Customer Service Representative
CANPAR
01.2021 - 10.2023
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Updated account information to maintain customer records.
- Responded to customer requests for products, services, and company information.
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Monthly interactions of 80 and more
- Self managed call back and follow up requests
Inside Sales Support
Marvin Windows And Doors, Inc.
01.2020 - 01.2021
- Helped cultivate and maintain business relationships by professionally handling partner and customer needs.
- Compiled metrics for executive management
- Customer experience coordinator
- Sound product knowledge and proficient in articulating features and pricing to the public
- Supported executive management, employees clients and key stakeholders
- Operated a multi line system and transferred to the appropriate personnel
- Provided superior customer service to encourage long term relationships with existing providers and public
Inside Sales Support
Pella Windows And Doors Of Ontario
01.2008 - 01.2012
- Managed customer accounts, responding to inquiries and resolving customer service issues
- Active listener; proactive rather than reactive in customer interactions
- Identified anomalies and provided viable solutions in keeping with corporate mandate
- Aided in brand recognition and acted as a brand ambassador
- First point of contact; managed in person, telephone and email inquiries
- Governed and maintained record management system
- Educational facilitator for kaizen on continuous improvement and best practices
Education
Bachelor of Arts - Political Science And History Double Major
The University of Toronto
Toronto06.2006
Skills
- Complaint Resolution and Deescalation
- Account Updating
- Data entry
- Call Management
- Report Generation
- Product Knowledge
- Data Collection
- Client Relations
- Problem-Solving Abilities
- CRM Software
- Critical Thinking
- Service Standard Compliance
- Adept at multitasking dualities with tact and efficiency
- Ability to synthesize large amounts of information and extract pertinent information
Languages
English
Full Professional
Timeline
Customer Service Representative
LBB Specialties
11.2023 - Current
Customer Service Representative
CANPAR
01.2021 - 10.2023
Inside Sales Support
Marvin Windows And Doors, Inc.
01.2020 - 01.2021
Inside Sales Support
Pella Windows And Doors Of Ontario
01.2008 - 01.2012
Bachelor of Arts - Political Science And History Double Major
The University of Toronto
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