Vanessa Aguiar
Toronto,ON
Summary
Dynamic Customer Service Manager with a proven track record at Moen, excelling in problem-solving and team leadership. Enhanced customer satisfaction through effective complaint resolution and training initiatives, resulting in a significant reduction in complaints. Skilled in CRM and fostering strong client relationships, driving loyalty and retention.
Overview
17
17
years of professional experience
Work History
Customer Service Manager
Moen
08.2017 - 08.2025
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Implemented quality control measures to maintain high standards of service across all touchpoints within the organization.
- Created and reviewed invoices to confirm accuracy.
- Improved response times for customer inquiries with efficient ticketing system management and prioritization techniques.
Customer Service Manager
Gatestone & Co
01.2009 - 08.2016
- Followed through with client requests to resolve problems.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Researched and corrected customer concerns to promote company loyalty.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
- Kept accurate records to document customer service actions and discussions.
- Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
- Optimized workflow processes to maximize efficiency while maintaining an unwavering commitment to client satisfaction.
- Analyzed customer feedback data to identify trends and areas for improvement, driving continuous enhancement of services provided.
- Developed new scripts and guidelines for team members, resulting in more consistent messaging and better overall communication with customers.
- Collaborated with sales teams to develop tailored solutions for prospective clients, resulting in increased revenue generation opportunities.
- Facilitated cross-departmental meetings to ensure cohesive customer service strategies.
- Pioneered mentorship program to expedite onboarding process for new hires.
- Collaborated with IT department to streamline customer data management.
- Developed customer service manual to standardize procedures across all departments.
- Oversaw creation of knowledge base to assist customers with self-service options.
- Elevated customer satisfaction with detailed training programs for support staff.
Education
BBA -
George Brown College
Toronto06.2017
Skills
- Customer service
- Problem-solving
- Microsoft outlook, word, and Excel
- Customer focused
- Customer relations
- Time management
- Training and mentoring
- Decision-making
- Excellent time management skills
- Exceptional interpersonal communication
- Complaint resolution
- Team building and leadership
- Effective workflow management
- Customer relationship management (CRM)
- Relationship building
- Exceptional telephone etiquette
- Conflict resolution techniques
- MS office
- Handling escalations
- Call center management
- Account management
- Staff training
- Positive and constructive feedback
- Schedule management
- Deadline oriented
- Product knowledge
- Training and coaching
- Staff management
- Administrative support
- Project management
- Work prioritization
- Employee scheduling
- New hire training
- Performance evaluations
- MS office expert
Languages
English
Full Professional
Timeline
Customer Service Manager
Moen
08.2017 - 08.2025
Customer Service Manager
Gatestone & Co
01.2009 - 08.2016
BBA -
George Brown College