Vanessa Rosa
Grand Valley,ON
Summary
Professional with experience in customer service and leadership. Skilled in team collaboration, conflict resolution, and driving performance improvement. Strong focus on achieving results and adapting to changing needs. Known for reliability, communication skills, and fostering positive team environment.
Overview
17
17
years of professional experience
Work History
Customer Service Manager, North America
Blanco Inc.
09.2013 - Current
- Responsible for managing, developing and leading the BNA Customer Care Department
- Drive the consumer centric culture, focus on understanding our customer, developing deep customer relationships, defining the customer & consumer experience,
- Establish customer & consumer feedback systems which will drive continuous improvement within the department
- Transfer the BNA Customer care team into market & channel champions with a clear focus on account ownership
- Responsible for establishing, continuously improving, training & administering of all relevant processes, procedures, systems within the department to maximize resource performance, providing a premium level of service. Process automation & digitalization must be a focus in the above.
- Responsible for steering the customer care team’s performance via relevant KPIs (of all metrics-based tasks) to increase service levels and customer satisfaction
- Responsible for establishing a consumer centric culture within the department to continuously improve the teams’ ability to deliver premium service and to maximize customer satisfaction
- Responsible for developing relationships with and managing close interlinks to key departments including HR, Logistics, Sales, Head Office (initiatives) etc.
- Ensure compliance within the customer care department of company’s processes, procedures, systems, and policies.
- Evaluating employee performance using a performance management system and setting goals with employee
- Set performance targets for the CCRs in collaboration with CC Supervisor
- Last escalation level to ensure customer satisfaction
Business Support Specialist
Moneris Solutions
07.2010 - 08.2013
- Independently manage escalation inquiries with company partners, head office and financial institutions
- Competently provide in-depth financial expertise and support for customers and their complex processing needs
- Accountable for managing retrieval and chargeback requests of service users and handling financial discretionary limits as assigned
- Responsible for identifying coaching opportunities and suggesting process/product improvements with the goal of achieving department targets and reducing cost
- Responsible for providing coaching and support to new Customer Service Representatives and for external companies with business inquiries
Customer Service Representative
Genesys Solutions
06.2007 - 08.2008
- Independently updated client's insurance policies as per data entry policies and procedures
- Responsible for performing administrative and clerical duties surrounding vital and time sensitive documents
- Communicated confidential information with clients via telephone and email regarding insurance policies
- Consistently met deadlines for data entry while maintaining a positive relationships with members o the team
Education
Diploma - Business Marketing
Humber College
Etobicoke, ON04-2010
High School Diploma -
St Francis Xavier Secondary School
Mississauga06-2007
Skills
- Time-management
- Problem-Solving
- Ability to multitask
- Conflict-Resolution
- Microsoft Outlook, Word, and Excel
- Customer-focused
- Attention to detail
Timeline
Customer Service Manager, North America
Blanco Inc.
09.2013 - Current
Business Support Specialist
Moneris Solutions
07.2010 - 08.2013
Customer Service Representative
Genesys Solutions
06.2007 - 08.2008
Diploma - Business Marketing
Humber College
High School Diploma -
St Francis Xavier Secondary School
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