Summary
Overview
Work History
Education
Skills
Timeline
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Silviana Pang

Toronto,ON

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Detail-oriented administrative assistant with experience in customer service, data entry and office management.

Overview

9
9
years of professional experience

Work History

Customer Service Representative

CIBC
Toronto, ON
05.2022 - Current
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Helped over 100 customers every day with positive attitude and focus on customer satisfaction.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Created and maintained accurate and timely data entry logs to track data entry activities.
  • Entered data into various computer systems accurately using Microsoft Office Suite.
  • Facilitated activities in small groups to reinforce concepts taught by class teacher.

Financial Customer Service Representative

Sitel
08.2021 - 05.2022
  • Assessed caller accounts to determine Credit/Debit Card benefits, identify service needs and resolve issues.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Maintained up-to-date knowledge of product and service changes.

Barista

Starbucks
12.2019 - 01.2021
  • Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
  • Maintain workplace cleanliness by cleaning and sanitizing work and customer areas regularly.
  • Maintained supply levels in counter and customer areas to meet typical demands.
  • Created wide variety of hot and cold drinks in addition to food service in average shifts.

Administrative Assistant/Warehouse Associate/Delivery Driver

Acropolis Organics
09.2019 - 12.2019
  • Entered and tracked product data for order picking and restocking to maintain adequate stock levels of at least 30 SKUs.
  • Inspected dozens of incoming and outgoing shipments per day to verify accuracy and prevent errors.
  • Performed data entry, labeling and accurately pick customer orders to meet shipment timetables and minimize errors.
  • Completed on-time deliveries by choosing best and most efficient routes.
  • Offered office-wide software support and training, troubleshooting issues, and optimizing usage.

Merchandiser

Costco
06.2018 - 08.2019
  • Placed products in correct storage locations to keep stock areas organized and inventory counts accurate.
  • Greeted customers and directed to requested products.
  • Changed sales floor signs to show current pricing and support product promotions.
  • Helped customers locate desired items and transfer oversized items to vehicles.

Mail Carrier

Canada Post Corp
05.2017 - 05.2018
    • Sorted and placed mail into mailboxes and post office boxes with high levels of accuracy.
    • Helped customers by carrying oversized parcels inside residences.
    • Directly interacted with customers to deliver mail, packages and ordered goods.

Deicer

Greater Toronto Airport Authority/Swissport
09.2014 - 12.2016
    • Communicated with dispatchers and traffic control personnel to coordinate vehicle movements through radios.
    • Maintained accurate documentation of performed work and completed tasks.
    • Operated de-icing equipment such as truck-mounted cranes and sprayers.
    • Database entry and audit of used products.

Education

Bachelor of Science - Health Sciences

University of Toronto
Toronto, ON

Associate of Applied Science - Aviation

Seneca College
Richmond Hill, ON

Skills

  • Microsoft Office Suite
  • Data Entry
  • Consultative Sales
  • Order Processing
  • Product and Service Solutions
  • Technical Support
  • Problem Resolution
  • Staff Training
  • Clerical Support

Timeline

Customer Service Representative

CIBC
05.2022 - Current

Financial Customer Service Representative

Sitel
08.2021 - 05.2022

Barista

Starbucks
12.2019 - 01.2021

Administrative Assistant/Warehouse Associate/Delivery Driver

Acropolis Organics
09.2019 - 12.2019

Merchandiser

Costco
06.2018 - 08.2019

Mail Carrier

Canada Post Corp
05.2017 - 05.2018

Deicer

Greater Toronto Airport Authority/Swissport
09.2014 - 12.2016

Bachelor of Science - Health Sciences

University of Toronto

Associate of Applied Science - Aviation

Seneca College

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Silviana Pang