Summary
Overview
Work History
Education
Skills
Languages
Programs
Certification
Awards
Timeline
Generic

Sean Menezes

Oakville,ON

Summary

Proactive and goal-oriented professional with excellent time management and problem-solving skills. Motivated individual with experience in customer service, sales and finance. Skilled in building customer relationships and understanding customer needs. Strong communication and interpersonal skills for providing superior customer service, whether it be oral or written. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.


Overview

13
13
years of professional experience
2
2
years of post-secondary education
1
1
Certification

Work History

Customer Service Representative - Corporate Office

Ontario Cannabis Store (OCS)
11.2022 - 11.2023
  • 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.
  • Cultivate customer service relationship excellence, through managing account needs on an individual and consistent basis. Respond to incoming telephone, email and online live chat inquiries in a professional and engaging manner. Script, deploy and monitor outbound email communications.
  • Provide customer with up-to-date information on product selection and availability, by working with the merchandising and supply chain departments
  • Support Account Managers in the on-boarding new customers, ensuring a high standard of customer care.
  • Assist in the resolution of account/order reconciliation discrepancies (ex. Shipment/delivery concerns, order status updates, inventory errors).
  • Investigate and work to resolve customer concerns by liaising with OCS internal business partners to provide solutions.
  • Monitor OMNI Channel order deck, ensuring orders are tracking for on-time and accurate processing/delivery.
  • Proactively investigate orders that are on-hold or appear to have a discrepancy, or require a return, liaising with other teams as needed.
  • Resolve simple order challenges (ex. Address errors or typos) and escalate complex order issues to appropriate internal department.
  • Continuously met and exceeded KPIs (minimum 85% post contact rating, 10% post contact surveys completed)

Senior Service Representative – Investigations

BMO Harris Bank
02.2018 - 04.2020
  • Streamlined service processes for improved efficiency and reduced response times.
  • Investigated wire payments and ensure all account, privacy, fraud, anti-money laundering (AML) and Office of Foreign Assets Control (OFAC) requirements are met.
  • Managed high priority accounts (FIG – Financial Institutions Group) and acted as a liaison between this group and the bank by communicating important details and providing solutions to problems.
  • Investigated manual/system errors and ensure transactions are properly investigated prior to re-processing to avoid duplication.
  • Managed and prioritized a large and varied workload effectively and efficiently to achieve positive results.
  • Involved in training and development of new staff, including coaching and error feedback.
  • Acted as Workflow Coordinator; monitor phone lines, work pools, prepare monthly schedule, discussion tropics and maintain Access records.
  • Maintained audit on daily, weekly, monthly, and yearly basis.
  • Created statistical sheets to capture productivity for same-day functions.
  • Updated standard operating procedures for departmental use.
  • Updated client records for CRM team as per instructions.
  • Met and exceeded productivity and KPI standards (92% productivity minimum, less than 10 errors per month). For the most part, was well above 150% productivity and 5 errors or less per month.

Service Representative III

BMO Harris Bank
11.2015 - 02.2018
  • Maintained productivity and quality standards at all times.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Prepare standard operating procedures for department.
  • Processes daily high-dollar ($300M – $1B) wires in a timely manner, with a high degree of precision and attention to detail.
  • Completes daily reconciliation of financial data capture for US and Canada ledgers. Investigates the cause of any ledger discrepancies and finds potential solutions.
  • Ensures accounts are funded accurately for wires to be processed before the daily cut-off.
  • Initiates payment reversals on client accounts.
  • Met and exceeded productivity and KPI standards (92% productivity minimum, less than 10 errors per month). For the most part, was well above 150% productivity and 5 errors or less per month.

Customer Service / Sales Representative

Rogers/Fido
01.2013 - 11.2015
  • Boosted sales revenue by identifying customer needs and recommending appropriate products or services.
  • Built rapport with customers through empathetic listening and understanding their unique needs or preferences.
  • Exceed Store Sales Targets.
  • Build customer relationships by providing prompt and exceptional sales and after-sales service.
  • Determine customer needs and recommend the best solution.
  • Ensure customer concerns are resolved with urgency and good judgment.
  • Maximize store profitability and manage all store financials, including inventory control and cash flow.
  • Sets expectations and is accountable; promotes teamwork through open and honest conversations.
  • Implement corporate merchandising directives and standards.
  • Stay knowledgeable about our products, services, promotions, and policies.

Junior Financial Analyst

Bell Aliant
05.2011 - 08.2012
  • Ensured regulatory compliance by staying up-to-date on industry laws and regulations related to finance operations within the organization.
  • Delivered timely and accurate monthly financial reports, enabling informed decision-making by management.
  • Reduced operational expenses by identifying inefficiencies within the financial systems and implementing process improvements.
  • Streamlined budgeting process for increased efficiency, implementing automated tools and procedures.
  • Trained fellow junior analysts on essential analytical tools and financial software, ensuring a well-equipped and knowledgeable team.
  • Monitor variances, track receivables, and follow up on discrepancies.
  • Presented verbal reports on general economic trends, individual corporations, and industries as a whole.

Education

Some College (No Degree) - Business Administration And Management

University of Toronto
Mississauga, ON

Diploma - Finance

Sheridan College Institute of Technology And Advanced Learning
Mississauga
05.2020 - 05.2022

Skills

  • Customer Service
  • Problem-solving abilities
  • Active Listening
  • Critical Thinking
  • Data Entry
  • Customer Relations
  • Problem Resolution
  • Computer Proficiency
  • Conflict Resolution
  • Payment Processing
  • Customer satisfaction measurement
  • Strong Work Ethic
  • Training and mentoring
  • Sales

Languages

English
Native or Bilingual

Programs

  • EWP- Enterprise Wire Platform
  • SWIFT/FED
  • TPSS
  • Microsoft Word, Excel, Powerpoint, Outlook, Access
  • Alltel/Host
  • Itracs
  • Wrap (SAA)
  • OLBB
  • CRM
  • PRS

Certification

  • OTL (Other than Life) Insurance Certification
  • WHMIS

Awards

BMO Harris Bank
  • Received 2 Spotlight awards that are given by the management team based on performance (once in 2018 and again in 2019).

Timeline

Customer Service Representative - Corporate Office

Ontario Cannabis Store (OCS)
11.2022 - 11.2023

Diploma - Finance

Sheridan College Institute of Technology And Advanced Learning
05.2020 - 05.2022

Senior Service Representative – Investigations

BMO Harris Bank
02.2018 - 04.2020

Service Representative III

BMO Harris Bank
11.2015 - 02.2018

Customer Service / Sales Representative

Rogers/Fido
01.2013 - 11.2015

Junior Financial Analyst

Bell Aliant
05.2011 - 08.2012

Some College (No Degree) - Business Administration And Management

University of Toronto

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Sean Menezes