Lyndex Kim Quesada
Brunswick St., Halifax,NS
Summary
Dynamic Account Coordinator and Complaints Management Specialist with over 8 years of diverse experience in telecommunications, sales, customer service, and administrative support. Proven expertise in driving client satisfaction, boosting retention rates, and resolving complex issues efficiently. Adept at managing cross-functional teams, streamlining operations, and delivering tailored solutions that exceed customer expectations. A strategic communicator with a strong background in technical support, account management, and process optimization. Ready to bring a results-driven mindset and a passion for excellence to new challenges in fast-paced environments.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Client Account Coordinator
The Maple Bulletin
08.2022 - 08.2024
- Led the end-to-end management of over 200 international student applications, providing personalized guidance throughout the application process, from inquiry to submission, which increased client satisfaction rates by 25%.
- Analyzed and evaluated applicant eligibility, academic records, and language proficiency, ensuring compliance with institutional and government regulations.
- Collaborated with external agencies, admissions teams, and clients to streamline operations, ensuring seamless project completion within tight deadlines.
- Developed detailed project timelines and maintained accurate progress reports, consistently delivering projects on time and within budget, leading to a 20% increase in successful applications.
- Acted as the central point of contact between internal departments and external clients, ensuring transparent communication and prompt resolution of issues, which improved stakeholder relationships and retention.
- Managed key client accounts, providing consistent updates, resolving escalated concerns, and maintaining long-term client relationships through effective communication and service excellence.
- Assisted in the development and execution of marketing materials and campaigns aimed at promoting student services, increasing engagement, and brand visibility across key demographics.
Non-Emergency Contact Support - 311
Halifax Regional Municipality
Halifax, Nova Scotia
12.2021 - 07.2022
- Served as the primary contact for municipal services, addressing over 1,000 non-emergency inquiries related to property tax, waste management, parking, zoning regulations, and local by-laws, enhancing public understanding of municipal services.
- Coordinated with multiple municipal departments, ensuring swift resolution of inquiries and issues related to public works, environmental services, and engineering, leading to a 15% improvement in service efficiency.
- Provided detailed guidance on zoning permits and regulatory compliance, helping local businesses and residents navigate the permitting process.
- Analyzed service request trends from call data, enabling more efficient resource allocation and the optimization of service delivery, contributing to a 10% reduction in response times.
- Educated the public on waste management and environmental policies, promoting community involvement, and sustainable practices.
Store Supervisor
Freshii
Halifax, Nova Scotia
11.2018 - 12.2021
- Supervised daily operations and led a team of 15 employees, consistently achieving high levels of customer satisfaction and operational efficiency, which resulted in a 15% year-over-year increase in sales.
- Trained and mentored new hires and existing staff, focusing on customer service excellence and team productivity, which reduced staff turnover by 20%.
- Implemented streamlined inventory management systems, preventing stock shortages and ensuring optimal resource allocation, which improved store performance and operational cost savings by 12%.
- Oversaw health and safety compliance measures, ensuring adherence to industry regulations and fostering a safe work environment for both staff and customers.
- Led promotional initiatives and contributed to marketing campaigns, enhancing brand visibility and driving a 10% increase in customer engagement.
- Developed and maintained relationships with suppliers, optimizing delivery schedules and ensuring the timely availability of fresh products
International Student Peer Tutor
Centennial College
Toronto, Ontario
04.2018 - 08.2018
- Conducted individual and group tutoring sessions, significantly improving academic performance for international students.
- Promoted Learning Centre services through strategic outreach, driving increased student engagement and participation.
- Managed administrative tasks, ensuring smooth operations and service delivery at the Learning Centre.
Complaints Management and Sales Adviser
Vodafone Qatar
Doha, Qatar
12.2015 - 12.2017
- Engaged with high-value clients, delivering tailored telecommunication solutions that resulted in a 27% increase in client retention and boosted upsell rates by 20%.
- Conducted needs assessments to recommend appropriate postpaid plans and services, contributing to a 25% increase in client acquisition through personalized engagement and strategic sales initiatives.
- Led the technical support team in resolving 95% of escalated postpaid and prepaid customer issues, ensuring high customer satisfaction and service-level agreement (SLA) compliance.
- Managed the end-to-end sales process, including the creation and execution of contracts, which led to a 30% boost in online transactions through seamless documentation and customer service.
- Coordinated efforts between onshore and offshore teams, improving operational efficiency by optimizing technical support operations across regions.
- Conducted in-depth technical investigations and proactive claims monitoring, reducing financial losses by 15% and increasing resource allocation accuracy by 30%, significantly enhancing customer experience.
- Provided detailed billing support, leading to the resolution of 95% of payment disputes and ensuring timely financial transactions.
- Trained and mentored frontline customer service agents on advanced troubleshooting techniques, improving problem-solving capabilities and enhancing overall service quality.
- Escalated unresolved technical complaints to external vendors, achieving a 20% reduction in complaint resolution times through efficient follow-up and vendor collaboration.
- Generated comprehensive sales and service reports for senior management, highlighting trends and recommending strategies for improved client acquisition and retention.
- Facilitated the provisioning of new MSISDNs for expatriate customers, expanding Vodafone’s network reach and improving accessibility.
Relationship Officer for Financial Products
Abu Dhabi Commercial Bank
Dubai, UAE
04.2015 - 08.2015
- Developed and managed relationships with high-net-worth clients, achieving sales targets for a range of banking products, including mortgages, loans, and credit cards.
- Conducted regular financial reviews with clients, offering tailored banking solutions to meet individual financial needs, resulting in a 15% increase in customer satisfaction.
- Actively assisted with the processing of complex financial applications, ensuring accuracy and timely submission, which led to an 18% increase in successful loan approvals.
- Provided strategic advice to clients on investment opportunities, leveraging industry insights to enhance portfolio performance.
Relationship Officer for Credit Cards
RAK Bank
Dubai, UAE
10.2014 - 04.2015
- Generated and nurtured a pipeline of potential credit card clients, consistently exceeding monthly sales targets by 20%.
- Delivered personalized service to high-value clients, ensuring a deep understanding of their financial needs and enhancing portfolio performance.
- Conducted credit assessments and due diligence on applicants, ensuring compliance with regulatory requirements and reducing potential risks associated with credit issuance.
Technical Support Officer
Smart Telecommunications
Davao, Philippines
06.2012 - 08.2014
- Performed software upgrades on customer mobile devices, ensuring optimal device functionality and customer satisfaction.
- Acted as the primary liaison between the Original Equipment Manufacturers (OEMs) and regional warehouses, facilitating the smooth distribution of technical components and resolving operational challenges.
- Identified and resolved complex technical issues for customers, improving service delivery and client satisfaction.
- Collaborated with teams to develop customer service policies, improving service standards and ensuring a consistent experience across all channels.
Education
Business Foundation -
Centennial College
Toronto, ON08-2018
Bachelor of Science - Nursing
Brokenshire College
Davao City, Philippines05-2011
Skills
- Customer Relationship Management (CRM)
- Telecommunications Systems
- Troubleshooting and modifications
- Financial Auditing
- Payment Processing
- Invoice Management
- Banking operations
- Invoice Verification
- Data collection and analysis
- Administration and Reporting
- Vendor Management
- Contract and Vendor Management
- Workload Management
- Sales contract management
- Escalation management
- Project Support
Certification
- Microsoft Word Office
- WHIMS
- Food Safety Handling
Languages
English
Native/ Bilingual
Filipino
Native/ Bilingual
Visayan
Native/ Bilingual
Affiliations
Traveled across 56 countries and counitng
References
References available upon request.
Timeline
Client Account Coordinator
The Maple Bulletin
08.2022 - 08.2024
Non-Emergency Contact Support - 311
Halifax Regional Municipality
12.2021 - 07.2022
Store Supervisor
Freshii
11.2018 - 12.2021
International Student Peer Tutor
Centennial College
04.2018 - 08.2018
Complaints Management and Sales Adviser
Vodafone Qatar
12.2015 - 12.2017
Relationship Officer for Financial Products
Abu Dhabi Commercial Bank
04.2015 - 08.2015
Relationship Officer for Credit Cards
RAK Bank
10.2014 - 04.2015
Technical Support Officer
Smart Telecommunications
06.2012 - 08.2014
Business Foundation -
Centennial College
Bachelor of Science - Nursing
Brokenshire College
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