SORAYA EVANS
Bilingual Customer Service Representative
Toronto,ON
Summary
Knowledgeable and dedicated customer service professional with extensive experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Comfortable working in fast-paced environment attending to customer service needs including incoming calls, product questions, issue resolution and order processing.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
2
2
Language
Work History
Bilingual Appraiser Assistant
Nationwide Appraisals
Markham, ON
09.2017 - Current
- Maintained high work volume and tight deadlines.
- Ensured a smooth appraisal management process by monitoring appraisal requests from start through to completion while delivering a superior client experience.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Managed the communication, and assignment of work between Nationwide appraisals, the lender and the appraisers.
- Assigned tasks and handled all appraiser and client interactions, keeping them updated so all parties involved can meet contractual expected turnaround time of service delivery.
- Increased customer service success rates by quickly resolving issues.
- Performed wide-ranging administrative, financial and service-related functions.
Wedding Server
Seventh Heaven Event Catering
Etobicoke, ON
08.2022 - Current
- Served plated dinners with up to 5 courses. Served appetizers, delivered entrees and refilled beverages for banquet guests.
- Arranged linens and table settings according to seating plan and event theme.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals and walk-in business.
- Executed synchronized meal service simultaneously serving multiple guests.
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- Arranged food, utensils and condiments on trays to serve meals with necessary items.
Human Resources Clerk
Vals Nursing Care
Remote, ON
03.2022 - Current
- Responded to incoming phone calls and handled sensitive and confidential information with discretion and diplomacy.
- Distributed, accepted and processed employment applications to pre-screen and schedule follow-up interviews.
- Prepared monthly, weekly and daily logs using Microsoft Office Suite.
- Assisted with on-boarding process of multiple new hires.
- Delivered friendly assistance with new hires throughout interviewing and hiring process.
- Organized new employee orientation schedules for new hires.
- Recruited and screened qualified potential employees.
- Maintained and scheduled complex calendars.
- Received and responded to varied questions from applicants, employees and managers and escalated difficult questions to higher-level human resource employees.
- Improved office efficiency by effectively managing internal communications and correspondence.
Bilingual Inbound Sales Representative
Zedd Communications
Scarborough, ON
05.2016 - 09.2017
- Resolved problems, improved operations and provided exceptional service.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Worked with customers to understand needs and provide excellent service.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Identified issues, analyzed information and provided solutions to problems.
Bilingual Sales Representative
Optima Communications
Whitby, ON
05.2016 - 08.2017
- Clarified customer requirements, probed for understanding and used decision-support tools and resources to appropriately offer resolution to customer.
- Prepared complete and accurate work and notated accounts in requested language.
- Listened attentively to customer needs and concerns and demonstrated empathy while maximizing rapport-building with customer.
- Maintained advanced knowledge of client products and services and tracked, documented and retrieved information in call tracking database.
Waitress & Barista
Coffee Culture
Brooklin, ON
07.2015 - 01.2016
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- Bussed and reset tables to keep dining room and work areas clean.
- Stored food in designated containers and storage areas to increase shelf life, improve kitchen organization and provide easy access during busy peak service times.
- Used cash registers and credit card machines to cash out customers.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
Barista
Starbucks
Toronto, ON
08.2014 - 06.2015
- Created wide variety of hot and cold drinks in average shifts with consistently positive customer satisfaction scores.
- Maintained cleanliness and sanitation of customer-facing work area and dining room space to meet governmental and organizational safety and health guidelines.
- Cross-sold pastries and sandwiches with coffee orders, boosting customer purchases.
- Memorized recipes for specialty coffee beverages and seasonal offerings.
- Completed successful daily cash audits to correctly balance drawers at end of shifts.
- Maintained regular and consistent attendance and punctuality.
- Controlled line and crowd with quick, efficient service.
Crew Member
Mcdonalds
Toronto, ON
01.2012 - 01.2015
- Took orders, prepared meals and collected payments.
- Provided excellent customer service by greeting customers and meeting quality expectations.
- Assisted other team members to achieve goals.
- Addressed guest needs, questions or concerns to create optimum experience onboard.
- Trained new team members on procedures, customer service and sales techniques.
Education
High School Diploma -
Notre Dame Catholic Secondary School
Ajax, ON 09.2010 - 06.2013
Skills
Outstanding Customer Service Skills
Bilingual (Fluent in French & English)
Complaint resolution
Problem-Solving
Professional telephone demeanor
Empathetic and genuine
Strategic sales knowledge
Documentation and reporting
Active Listening & Interpersonal Skills
Multitasking Abilities
Critical Thinking
Medical terminology
Timeline
Wedding Server
Seventh Heaven Event Catering
08.2022 - Current
Human Resources Clerk
Vals Nursing Care
03.2022 - Current
Bilingual Appraiser Assistant
Nationwide Appraisals
09.2017 - Current
Bilingual Sales Representative
Optima Communications
05.2016 - 08.2017
Bilingual Inbound Sales Representative
Zedd Communications
05.2016 - 09.2017
Waitress & Barista
Coffee Culture
07.2015 - 01.2016
Barista
Starbucks
08.2014 - 06.2015
Crew Member
Mcdonalds
01.2012 - 01.2015
High School Diploma -
Notre Dame Catholic Secondary School
09.2010 - 06.2013