Melissa Ochoa

*** ***** ****** ********, ******* L9K 0G2

Cell: 289-***-**** E-mail: ace3ft@r.postjobfree.com

Dedicated customer service professional with 12+ years of experience .

Consistently achieved record-high customer satisfaction rankings,

improvements to the bottom line and turnaround of underperforming

operations.

Respected builder and leader of customer-focused teams; instill a

shared, enthusiastic commitment to customer service as a key driver of

company goal attainment. Lead by example and provide coaching and

mentoring of staff.

Additional Skills:

• •

Registered Insurance Brokers of Business Relationships Management

•

Ontario (RIBO) License Product quality control

• Analytical • Accounts receivable

• Strategic planner • Collections

• Supervision of daily operations • Strong communication skills

• Recruitment and training of staff • Event planning and coordination

• Coaching and mentorship of team • Skilled in Microsoft Office, Cisco and

• Problem solving Salesforce

• Sales Experience

Professional Experience

Account Manager, First Canadian Title (FCT) January

2014-June 2014

• Managing a portfolio of over 700 customers and conducting reviews on a regular basis

• Providing first class service to both potential and existing customers.

• Discover clients business needs and work for appropriate solutions

• Target potential leads and solicit new business from both existing clients and new

clients.

• Maintain and foster new and existing relationships with executive level clients.

• Assist the marketing and sales department in maintaining their business objectives

and managing clients.

• Diamond Club Ranking – April 2014, May 2014

Call Centre Coordinator, First Canadian Title (FCT)

April 2004 – December 2013

• Supervise team of 30 staff members within the customer service department.

• Responsible for recruiting, mentoring and training new staff as well as conducting

annual employee evaluation reports.

• Organize and plan departmental meetings and training sessions.

• Assist management in developing strategic solutions to high level issues, and provide

detailed reports as reference.

• Maintain and foster new and existing relationships with executive level clients.

• Assist the marketing and sales department in maintaining their business objectives

and managing clients.

Team Leader – Processing, First Canadian Title (FCT)

July 2003 – April 2004

• Supervised daily operations within the processing department.

• Ensured the department practised FCT`s high level of customer service standards at

all times.

• Accountable product quality control and maintenance.

• Liaised with senior management regarding process improvements.

• Coordinated employee schedules, tracked and worked with staff regarding any

performance issues, involved in performance corrections and assessments.

Customer Service Representative, First Canadian Title (FCT)

December 2001 – July 2003

• Provided customer service to both internal and external clients.

• Responsible for answering phone calls and taking orders.

• Created the Buddy System, a program designed exclusively for FCT to help ensure

continuous and consistent coverage within the call centre is met at all times.

• Recipient of the Customer Service Award in May 2002.

Collections Agent, Corporate Recovery Services

November 2000 – December 2001

• Involved in collections of unpaid accounts.

• Dealt with debtors on a daily basis via telephone calls made outbound as well as

inbound.

• On a daily basis required to keep a detailed synopsis of payments made.

• Arranged payments received and to follow-up conducted.

• Assisted with high volume paperwork.

Education

• Registered Insurance Brokers of Ontario (RIBO) License 2013

• Business Writing Course, J Watson Training 2012

• Project Scope and Quality Management Course, Sheridan College 2009

• Project Scheduling and Risk Management Course, Sheridan College 2009

• Legal Assistant Diploma, Humber College 2000

• O.S.S.D., Port Credit Secondary School 1998

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