Victoria Clerici
Harrington
Summary
Results-driven customer service professional with extensive experience in client relations, administration, and leadership. Demonstrated expertise in customer support, issue resolution, CRM systems, and client retention. Successfully managed high-volume interactions, consistently enhancing customer satisfaction and driving sales through engagement and problem-solving. Adept at multitasking, administrative coordination, and team leadership. Quick to learn new systems and committed to continuous improvement and delivering exceptional service.
Overview
17
17
years of professional experience
Work History
Team Lead, Lead Generation Specialist
Body Smart Fitness
11.2022 - 08.2024
- Customer Service & Conflict Resolution: Expert in customer support, issue resolution, and client retention, effectively handling escalations with empathy and problem-solving skills. Strengthened customer loyalty and satisfaction through proactive communication via email, SMS, and social media channels.
- Social Media Strategy & Lead Generation: Analyzed social media metrics and generated daily and weekly performance reports to guide the content team in optimizing engagement, audience insights, and conversion rates. Adapted strategies to platform algorithm changes, ManyChat automation, and script adjustments to ensure consistent lead generation, improved customer interactions, and revenue growth.
- Sales & Appointment Setting Performance: Managed a high-performing remote sales team, ensuring daily KPIs, conversion rates, and revenue targets were met. Led multi-channel appointment setting via DMs, phone calls, email, and social media outreach, successfully increasing lead-to-client conversion rates.
- Training, Onboarding & Team Development: Developed and implemented training programs, onboarding materials, and coaching frameworks to enhance employee engagement, retention, and productivity. Conducted weekly group and one-on-one training sessions, aligning team performance with company goals.
- Operations, CRM & Data Management: Processed and maintained high-volume lead data, ensuring accuracy and compliance within CRM systems, spreadsheets, and internal databases. Vetted applications for lead quality, pipeline efficiency, and sales forecasting, supporting seamless business operations.
General Manager
CDM GYM (Formerly Multigym MTL)
01.2013 - 01.2021
- Customer Service & Membership Sales: Sold and renewed gym memberships through consultative sales techniques, ensuring high client satisfaction and retention. Handled cancellations, collections, and issue resolution via email, in-person meetings, and proactive follow-ups, maintaining a 70%+ retention rate and resolving disputes with empathy and efficiency.
- B2B Sales & Corporate Partnerships: Acquired and maintained corporate accounts, delivering customized presentations and contract negotiations to secure long-term business relationships. Managed billing, invoicing, and receivables, ensuring on-time payments while fostering strong client relationships with business owners and their staff for sustained membership engagement and usage.
- HR & Payroll Management: Oversaw employee scheduling, payroll processing, and human resources functions, ensuring accurate payroll input and compliance. Led hiring, onboarding, and conflict resolution, creating a positive work environment and high employee satisfaction while optimizing team performance.
- Accounts Receivable & Collections: Managed client and corporate account collections, utilizing customer service and negotiation skills to recover outstanding balances. Conducted follow-up calls, skip tracing, and account reconciliation, ensuring timely payments and accurate financial records while maintaining positive client relationships.
- Sales Leadership & Revenue Growth: Developed and executed sales strategies, driving new membership acquisitions and revenue growth. Directed marketing campaigns and social media initiatives, leveraging targeted engagement techniques to increase brand awareness, attract new clients, and expand revenue year over year.
Administrative Assistant/Receptionist
Pierrefonds Children's Dental Center
03.2009 - 08.2009
- Customer Service & Client Relations: Delivered exceptional customer service, assisting clients with inquiries, appointment scheduling, and issue resolution via phone, email, and in-person interactions, ensuring a seamless customer experience.
- Reception & Front Desk Management: Greeted and checked in patients/clients, managed sign-ins, visitor logs, and intake processes, and efficiently processed payments and billing transactions, maintaining a professional and welcoming environment.
- Appointment Scheduling & Coordination: Handled high-volume scheduling, including patient follow-ups, confirmations, and cancellations, using appointment management software and CRM tools to optimize efficiency.
- Administrative Support & Records Management: Maintained organized filing systems, data entry accuracy, and document processing, ensuring timely completion of administrative tasks while supporting overall office operations and compliance.
Administrative Assistant/Dispatch
Airoute Cargo
01.2008 - 01.2009
- Payroll & Data Entry: Accurately processed employee timesheets, ensuring timely payroll submission while maintaining data accuracy and compliance in a fast-paced environment.
- Call & Email Management: Handled high-volume inbound calls and emails, forwarding inquiries to appropriate representatives and coordinating cargo bookings, freight forwarding, and shipment scheduling.
- Administrative & Filing Support: Maintained organized filing systems, assisted with accounts receivable and general accounting tasks, and ensured efficient document processing for smooth daily operations.
- Logistics & Dispatch Coordination: Promoted to Dispatch within a year due to problem-solving and organizational skills. Supported drivers, scheduled FedEx shipments, and resolved logistics challenges under strict deadlines.
Education
Diploma - Makeup Effects for Film and Television
Vancouver Film School
01.2010
D.E.C. - Creative Arts & Media
John Abbott College
01.2007
Skills
- CRM Specialist
- Proficient in Microsoft Office Outlook
- Skilled in Google Suite Tools
- Detail-Oriented Approach
- Provides Outstanding Customer Support
- Data Entry Skills
- Collaborative Teamwork
- Effective Time Management
- Driven Self-Starter
- Digital Marketing Strategy
- Strong Organizational Abilities
- Effective Communication Skills
- Innovative Problem Solving
- Excellent phone demeanor
- Computer skills
Professional Development And Achievements
- Growth Award, 09/01/23, Awarded by Body Smart Fitness for rapid progression into a leadership role within a year by proactively taking on diverse tasks that advanced business objectives. Led the team to achieve record-breaking sales and set a new company milestone for the highest number of applications booked in a single day.
- S.E.P. program from SAJE, 11/01/11, Selected by Service d'Aide aux Jeunes Entreprises (SAJE) for a Government grant to create my own company. Attended business training courses and seminars that covered marketing, sales, accounting, human resources, finance and many other aspects of creating and running a successful business.
- Masters Fx Shop, 07/01/10, 10-day Internship working as a team painting, sewing, cleaning, pouring moulds, mixing/coloring silicone and foam latex.
Languages
English
Native or Bilingual
French
Native or Bilingual
Spanish
Limited Working
Italian
Elementary
Timeline
Team Lead, Lead Generation Specialist
Body Smart Fitness
11.2022 - 08.2024
General Manager
CDM GYM (Formerly Multigym MTL)
01.2013 - 01.2021
Administrative Assistant/Receptionist
Pierrefonds Children's Dental Center
03.2009 - 08.2009
Administrative Assistant/Dispatch
Airoute Cargo
01.2008 - 01.2009
D.E.C. - Creative Arts & Media
John Abbott College
Diploma - Makeup Effects for Film and Television
Vancouver Film School
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