Joseph Thomas

Toronto, Ontario 905-***-****(abl4xc@r.postjobfree.com

senior customer service & account Management

business ADMINISTRATION( CLIENT RELATIONS(SALES ( STRATEGIC PLANNING (

COORDINATION OFFICE MANAGEMENT (PROBLEM SOLVING ( ANALYSIS & REPORTING (

COMMUNICATIONS

Key Contributor & Effective Senior Level Support Professional with a

diverse career in administrative management, client service, office

administration, and team support. Continously providing accuracy,

versatility, patience, dedication, and complete confidentiality. Passion

for managing daily schedules, monitoring progress of projects and

organizing meetings and events. Easily develop a positive rapport with

people from diverse backgrounds and cultures. Excels in environments that

requires strategic support and recommendations to management, key

stakeholders, and department leaders.

QUALIFICATION SUMMARY

. Excellent customer support within IT and service industry in

regards to quality, reliability and consistency

. Reporting escalations to top-level management executives while

working with service departments to ensure timely deliverables

. Hands on experience in account management and customer relation

management (CRM) by effectively managing clients

. Managerial duties including coordinating staff involving critical

thinking and decision making, scheduling appointments, invoicing

payments, maintaining long-term relationships with clients

. Developing viable business plans and audit reports using strong

capabilities in conducting marketing and financial research and

understanding consumers' behavior

. Conducting numerous administrative tasks with key attention to

detail, managing records using specialized software tools and

databases

Core Competencies

V Account Management

V Business Strategy

V Sales

V Administrative Support

V Scheduling, Coordination, Organizing

V Reporting / Documentation

V Purchasing / Invoicing / Billing

V Customer & Client Relations

V Negotiations / Problem Solving

V Influence & Build Collaborative Relationships

V Attention to Detail & Strong Analytical Skills

V Resource Optimization & Database Management

V Training, Mentoring & Coaching

V Superior Written & Verbal Skills

"Proactive temperament-with a knack for anticipating potentially adverse

consequences; able to quickly formulate logical conclusions in order to

avoid negative and/or costly ramifications. Acutely focused on deadlines

as well as the importance of meeting all commitments. Possesses excellent

follow-through skills that ensure everything will be completed to

specifications and on time."

PROFESSIONAL EXPERIENCE

HELP DESK TECHNOLOGY CORPORATION, Oakville, ON

Apr 2014-Present

Software company that provides IT Help Desk and Work Management software.

Client Success Associate

Reporting to the Vice President,delivering exemplary administrative support

across all facets of business operations.

. Working in close association with top-level management to address

customer inquires and formulate business strategies to execute their

challenges

. Ensuring effective account management, cliental care, investigated and

resolved customer inquiries/ complaints in a timely fashion

Page 2 (Joseph Thomas 905-***-**** (abl4xc@r.postjobfree.com

Professional Experience Continued...

. Proactively up-selling associated features of the software,

maintaining client accounts, coordinating meetings, payment processing

and invoicing

. Make effective managerial decisions and provide solutions to problems

during client disagreement

Lead efforts to streamline all workflow activities; maintain

documentation organization on network. Documented several business

workflow processes for different organizational units of the company.

Draft correspondence, memorandums, presentations, and general

administrative reports; manage multi-line phone system.

ADVANTAGE RESTAURANT SUPPLY & SERVICES, Niagara, ON

Sep 2013-Feb 2014

Niagara's leading restaurant supply and service provider for elite and

designer restaurants.

Service Coordinator

Coordinated and scheduled service calls for restaurant equipment repairs

. Managed technicians' weekly payroll, handled confidential information,

audited monthly reviews, developed new policies and organized

appropriate training to resolve issues to improve procedures and

productivity

. Followed up with clients on recent audits of vendors lists, price

lists and inventory

Provided customer care within the services department at every point of

contact from the point of call (or email), to dispatch, to service

technicians arriving, to their return, to issue being resolved, up to

final completion. Constantly updated comprehensive itemized spreadsheets,

power point slides and performed other administrative duties

SITEL, St Catharines, ON Apr 2013-Aug 2013

Global outsourcing provider for customer experience management.

Contact Center Representative - Billing

Resolved a high - volume of calls ensuring customer satisfaction and

consistently exceeding quality standards

. Answered customer inquiries, managed work load with deadline-driven

environment and consistently met benchmarks in all areas of speed,

accuracy and volume

. Worked in a highly driven, sales oriented background to achieve

performance goals

OHMES PROPERTY SERVICES, Luton, UK Jan 2010-

Jan 2011

Property estate agency offering housing rentals.

Office Administrator

Managed 240 + housing properties delivering accurate and efficient

administrative and secretarial office support

. Performed reference and credit checks on tenants, documented tenancy

agreements and handled move-in procedures providing an overall

positive client experience

. Provided excellent customer service with regards to speed, quality,

reliability and consistency to landlords and tenants through cold-

calling, pre-calling and up-selling

. Performed financial tasks including rent collection, managing payments

and deposits.

EDUCATION & TRAINING

Master of Business Administration (MBA) - Marketing, Goodman School of

Business, Brock University, ON

Master of Science in Applied Biomolecular Technology, The University of

Nottingham, UK

TECHNCIAL SKILLS: Microsoft Office Excel, Word, PowerPoint, Outlook, and

Social media; Project Management, Pivot table, CRM and SPSS[pic]

Contact this candidate