Vivian Sining
Riverview
Summary
Experienced professional with over 10 years of experience and quality performance in customer support and leadership roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback.
Excellent time management and problem-solving skills.
Experience developing realistic solutions to assure satisfactory consumer and customer experiences.
Fluency in English and Spanish.
Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Results-driven accustomed to overseeing operations with strong attention to detail.
Excellent reputation for resolving problems and improving customer satisfaction.
Overview
9
9
years of professional experience
Work History
Customer Service Supervisor
HCL Canada Inc., for ExxonMobil Global Services Company
04.2022 - Current
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Provided guidance to EMLT (ExxonMobil Lubricants Trader) Team. Ensure accuracy of data in the system in real time and in right place.
- Resolved problems, improved operations and provided exceptional service.
- Exceeded goals through effective task prioritization and great work ethic.
- Participated in team-building activities to enhance working relationships.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Conducted training and mentored team of 12 members to promote productivity, accuracy and commitment to friendly service.
- Coached employees through day-to-day work and complex problems.
- Led regular customer service meetings to review progress identify challenges and provide feedback.
Senior Process Associate
HCL Canada Inc., for ExxonMobil Global Services Company
08.2021 - 04.2022
- Provide support to customers by answering inquires, troubleshooting customer problems, placing orders, monitoring them until fully delivered to customer and invoiced.
- Able to perform tasks of high complexity and difficulty, assuming responsibility for customer accounts research.
- Met month-end reporting objectives and deadlines.
- Partnered with cross-functional teams to conduct thorough discovery and due diligence on existing processes.
- Request orders via ocean or air depending on urgency on receiving them Validate all required documents are available for customs clearance.
Customer Experience Professional
ExxonMobil Lubricants Trader, Moncton, New Brunswick
11.2019 - 07.2021
- Worked with strategic customers to understand needs and provide excellent service.
- Improved operations through consistent hard work and dedication. I was able to react on time during Lubrizol fire incident in France, providing to customer different alternatives of sources or other order proposals for air freights to avoid customer impact. Orders placed had a net value of $134,513.93 USD.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Send emails to process partners (plant/freight forwarder/carrier) providing notification of critical customer order Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution. Validate all required documents are available for customs clearance. Request orders via ocean or air depending on urgency on receiving them. Prepared a variety of different written communications, reports and documents to ensure smooth operations.
Dedicated Customer Professional - Mexico Lubes
ExxonMobil Lubricants Trader, Moncton, New Brunswick
05.2017 - 11.2019
- Resolved problems, improved operations and provided exceptional service.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Led projects and analyzed data to identify opportunities for improvement.
- Saved $16,116.8956 USD that customer requested to be paid with a penalty for late delivery. Collaborate with account receivables area when making a detailed investigation of charges for account receivables area, even though I was part of the customer service area. This investigation helped by implementing cost-saving initiatives that addressed long-standing problems.
- Developed team communications and information for meetings.
- Identified issues, analyzed information and provided solutions to problems
Bilingual Customer Service Representative
DealerMine
01.2016 - 09.2016
- Assisted customers with Spanish-English language inquiries in a timely and professional manner.
- Helped improve customer satisfaction by translating customer paperwork and company documentation.
- Responsible for scheduling quality service appointments (through both outbound and inbound calls).
- Resolved concerns with products or services to help with retention and drive sales.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Helped improve customer satisfaction by translating customer paperwork and company documentation. Communicated with management when customer issues escalated and worked to find resolutions.
- Identified and responded to customer requests and concerns through email, online chat and phone for both English and Spanish speaking customers. Investigated and resolved customer inquiries and complaints quickly.
Spotify Consultant
Sutherland Global Services , Bogota, Colombia
05.2014 - 11.2015
- Developed and maintained courteous and effective working relationships.
- Customer and technical service of the music app: Spotify.
- Analyzed problematic areas to provide recommendations and solutions.
- Worked with customers to understand needs and provide excellent service. Improved operations through consistent hard work and dedication. I treated each client as unique and exclusive. I went the extra mile for which I was promoted to Tier 2 where I had to work with the escalations.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
Education
NBCC
On Line - Moncton (New Brunswick)08.2022
Finance And International Relations
San Martin University
Barranquilla - Colombia04-2001
High School Diploma -
Compañía De Maria "La Enseñanza"
Barranquilla - Colombia12-1997
Skills
- Analytical and Critical Thinking
- Excellent Communication
- Organization and Time Management
- Attention to Detail
- Multitasking Abilities
- Performance improvement
- Customer service orientation
- Flexible and Adaptable
- Self-motivated professional
- Excellent work ethic
- Decision Making
- Integrity
Accomplishments
- Supervision, follow up and support to the Export Customer Service Team and Account Receivable Specialist in the process of collection, application and investigation of customer payments. Serve as a facilitator to keep communication open with customers, sales and areas involved in the process of generating invoices and cash application.
- Lowest aged overdue in the history of the Team. Less than 1% by the end of 2022.
- Collaborated with team of IT and Projects in the development of RPA process for invoice enhancement.
- Supervised team of 12 staff members.
Timeline
Customer Service Supervisor
HCL Canada Inc., for ExxonMobil Global Services Company
04.2022 - Current
Senior Process Associate
HCL Canada Inc., for ExxonMobil Global Services Company
08.2021 - 04.2022
Customer Experience Professional
ExxonMobil Lubricants Trader, Moncton, New Brunswick
11.2019 - 07.2021
Dedicated Customer Professional - Mexico Lubes
ExxonMobil Lubricants Trader, Moncton, New Brunswick
05.2017 - 11.2019
Bilingual Customer Service Representative
DealerMine
01.2016 - 09.2016
Spotify Consultant
Sutherland Global Services , Bogota, Colombia
05.2014 - 11.2015
NBCC
Finance And International Relations
San Martin University
High School Diploma -
Compañía De Maria "La Enseñanza"
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