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]