Summary
Overview
Work History
Education
Skills
Technical Skills:
References:
Timeline
Generic

Sophie Mutch

Toronto,ON

Summary

Results-driven professional with over 6 years of experience in university services administration and customer success. Adept at performing administrative tasks in transportation services, including sales record verification, record updating, and client inquiry handling. Skilled in fostering customer-centric environments, delivering outstanding service through exceptional communication and problem-solving abilities.

Overview

6
6
years of professional experience

Work History

Transportation Representative

University Of Toronto, St. George Campus
11.2022 - Current
  • Process parking permit applications, ensuring completeness and verifying applicant eligibility according to university policies.
  • Maintain accurate records of sales transactions, deposits, and financial reports, ensuring compliance within The University Financial Guidelines.
  • Collaborate with internal departments and external vendors to address customer concerns and ensure seamless service delivery.
  • Identify and escalate complex issues to senior management, facilitating prompt resolution and ensuring customer satisfaction.
  • Delivered thorough explanations of parking and ticketing procedures in alignment with The City of Toronto's protocols, thereby improving customer comprehension and adherence.
  • Meet or exceed performance metrics such as response time, resolution rate, and customer satisfaction scores, contributing to overall departmental goals.

Customer Success

Sundays Company
11.2021 - 11.2022
  • Responded to customer inquiries via phone, email, and chat, providing accurate and timely information to resolve issues and ensure customer satisfaction.
  • Handled customer complaints and issues professionally, striving for prompt resolution and maintaining a positive customer experience.
  • Processed orders, returns, and exchanges efficiently, ensuring accuracy and adherence to company policies.
  • Provided product information and recommendations to customers, contributing to increased sales and customer retention.
  • Maintained accurate customer records and order information in CRM system, facilitating effective communication and service delivery.
  • Collaborated with other departments to address customer concerns and improve overall service delivery.
  • Identified and escalated complex issues to senior customer service representatives or managers, ensuring prompt resolution and customer satisfaction.
  • Participated in training and development programs to enhance customer service skills and contribute to team performance improvement.
  • Met or exceeded performance metrics such as response time, resolution rate, and customer satisfaction scores.
  • Continuously sought opportunities to improve processes and procedures, contributing to enhanced customer experience and operational efficiency.

Service Experience

Nordstrom
06.2018 - 11.2021
  • Corresponded with online customers via email, telephone, or other electronic messaging to address questions or complaints about products, policies, or shipping methods.
  • Maintained knowledge of current sales and promotions, policies regarding payment and exchanges, and security practices.
  • Computed sales prices, total purchases, and received and processed cash or credit payment.
  • Recommended, selected, and helped locate or obtain merchandise based on customer needs and desires.
  • Placed special orders or called other stores to find desired items
  • Opened and closed cash registers, performing tasks such as counting money, separating charge slips, coupons, and vouchers, balancing cash drawers, and making deposits.
  • Watched for and recognized security risks and thefts, and learned how to prevent or handle potential problems.

Education

Bachelor of Arts - Geography

Queens
Kingston, ON
05.2019

Skills

  • Customer Service Excellence
  • Administrative Support
  • Record Keeping & Data Entry
  • Financial Management
  • Problem Solving
  • Communication Skills
  • Digital Platforms & Tools
  • Team Collaboration

Technical Skills:

  • Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
  • Experienced with Freshworks suite, Klaviyo, Shopify, SAP
  • Knowledgeable in digital recordkeeping and data management systems

References:

Available upon request

Timeline

Transportation Representative

University Of Toronto, St. George Campus
11.2022 - Current

Customer Success

Sundays Company
11.2021 - 11.2022

Service Experience

Nordstrom
06.2018 - 11.2021

Bachelor of Arts - Geography

Queens

Similar Profiles

CREATE PROFILE
Sophie Mutch