Shirley Pena
Toronto,ON
Summary
Dedicated professional with a strong background in customer service and account management. Proven track record in efficiently resolving payment issues and negotiating arrangements, contributing to client satisfaction and retention. Committed to fostering positive relationships and enhancing overall customer experience.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Collection Agent
Wippy
Toronto, ON
03.2023 - Current
- Negotiated payment arrangements and agreements with clients to facilitate timely collections.
- Educated clients on repayment options and consequences of non-payment.
- Conducted follow-ups on outstanding accounts to ensure timely resolution.
- Managed customer accounts, resolving payment issues to maintain positive client relationships.
- Processed payments through credit cards, online banking, and cash transactions, ensuring accuracy and compliance.
Customer Service Representative
The Intercorp Group
Cambridge, Canada
09.2022 - Current
- Processed customer orders to ensure timely fulfillment and customer satisfaction
- Developed strong client relationships through consistent and proactive communication
- Excellent communication skills
- Maintained close contact with vendors and clients to facilitate smooth operations
- Shipping of products to clients
- Organized and filed invoices systematically
- Experienced with Microsoft products such as Excel, word, etc.
Retail Sales Manager
Value Village Thrift Stores
Cambridge, Canada
11.2020 - Current
- Trained and supervised sales staff, enhancing selling techniques and customer service skills to improve overall store performance.
- Managed daily operations of retail store, ensuring optimal customer experience.
- Handled high volume sales transactions, ensuring accurate cash draw balance at end of shift with 100% accuracy.
- Managed staffing schedules, interviewed potential employees, and provided training for new hires.
- Reviewed financial statements to identify trends and inform strategies for improving store performance.
- Collaborated with the HR department to recruit, hire, and onboard new sales staff.
Dog Groomer
PetSmart/Self Employed
Toronto, Canada
09.2017 - 11.2020
- Groomed various dog breeds with clippers, scissors, and brushes to achieve desired styles and ensure breed standards.
- Bathed and dried dogs to maintain hygiene and comfort.
- Conducted health checks to identify skin issues or abnormalities, providing pet owners with timely advice for care.
- Communicated with pet owners to understand grooming preferences and concerns.
- Managed scheduling for appointments and follow-ups with clients.
- Delivered exceptional customer service, fostering strong relationships with clients and increasing repeat business.
Manager
Kelsey's Bar and Grill
Toronto, Canada
01.2014 - 01.2017
- Dealt with guests according to standards and gave the utmost best experience
- Led and motivated team members, boosting productivity and morale through effective leadership.
- Collaborated effectively with team members to achieve common goals.
- Fostered a welcoming environment for employees and guests, promoting positive interactions.
- Executed end-of-day procedures, including money deposits and counting tills.
- Developed Excel documents including tip out, shift logs, and cash out templates to streamline record-keeping.
- Experienced with scheduling
- Experienced with HACCP logs
Education
AEC / DEP or Skilled Trade Certificate - Culinary Management
Humber College North
Etobicoke, ON07-2015
High school diploma -
Bishop Allen Academy
Etobicoke, ON01-2010
Skills
- Debt recovery
- Payment processing
- Account management
- Customer relationship management
- Account oversight
- Customer service
- Conflict resolution
- Effective communication
- Problem solving
- Decision-making
- CRM management
- Customer education
Certification
Dog grooming, 09/17, I have a certificate that certifies that I am a dog groomer
Timeline
Collection Agent
Wippy
03.2023 - Current
Customer Service Representative
The Intercorp Group
09.2022 - Current
Retail Sales Manager
Value Village Thrift Stores
11.2020 - Current
Dog Groomer
PetSmart/Self Employed
09.2017 - 11.2020
Manager
Kelsey's Bar and Grill
01.2014 - 01.2017
AEC / DEP or Skilled Trade Certificate - Culinary Management
Humber College North
High school diploma -
Bishop Allen Academy