Customer Service Manager
Resume:
Toronto, Ontario
Phone 416-***-****
E-mail **********@*****.***
Vesna Kotevski
Skills & Qualifications
Over 20 years experience in extensive Customer Service and Call Centre environmentsDemonstrated ability to work both independently and cooperatively with a high degree of initiative, responsibility, and enthusiasmCommitment to Customer satisfaction, retention and loyaltyHighly motivated team player with the ability to foster and assist in the growth of othersPerceptive and sensitive listener, skilled in assessing needs and trouble-shootingCustomer Service keyboard skills, bookkeeping, receptionist, Windows XP, Excel, Microsoft Word, Lotus 123, Word-processing 7 OutlookCooperative, dedicated, dependable and self-motivated characterEasy going person with the ability to grasp concepts quickly and accuratelyProven administrative and general office experienceEfficient and good natured, excellent reputation with all employersEnthusiastic and eager to take on new challenges
Education
Training
1983 -1985 Medical Secretary Seneca College Toronto, On
1979 -1983 Birchmount Park Collegiate Toronto, On
Team Building (Situational Leadership & Peak Performance) Certificate (2005)Customer Service Training Certificate (2000)Computer Course Workshop (1990)Switchboard Course – Nortel nor star M7028 (1989)Business Management Certificate (1987)
Professional Experience
October 2011 – Midnight Productions Toronto, On
May 2012
Event CoordinatorSet up appointments for the staff, meetings for our in house print and marketing departments, as well as organization of meetings with our high value clients (Hilton Brand Hotels, Starwood Hotels, Peter and Pauls Brand Venus)Organized company events and promotionsAudited and processed event expenses and petty cash.Maintained an organized and efficient environmentWas the first in the line of communication responding to all email inquiries and handling the office call volumesAdministered and oversaw the Online and Print Marketing programs from initiation to the constant updating of both in house material and our clients.
April 2008 – Give and Go Prepared Foods Inc. Toronto, On
April 2010
Marketing Coordinator – Canada, US & International Channels Ordering and keeping track of sample requests going to our brokers & clients Filing, photocopying, organizing and updating spreadsheets of all our vendorsIssued Product Specs with ingredients panel, nutritional facts, UPC, SCC & EAN codesIssued and looked after the PO’s in the systemDealt with multiple brokers, clients and vendors at any given time.Maintained a weekly report tracking the sales and volume of all new products launched Internationally & USSubmitted TVC’s to get product costs of ingredients, packaging and labeling of all new products to be launched.Responsible for the Canadian & US Product ManualsAttended food shows and baking seminarsSet up product displays, photography shots and presentations of products
December 2005 – Regal Gifts Mississauga, On
October 2007 Barrie, On
Call Centre Manager/Customer Service ManagerManage the entire process dealing with returns/credits/replacements.Overseeing the opening, sorting & batching of mail including orders on a daily basisBalancing sales, preparing & depositing daily bank depositsCompile and distribute call stats & reports on a daily basisMonitor & coach advisors in Mississauga, New Jersey & Barrie Call CentreEnsure that there is consistency between the various Call Centres and all targets are met.Preparations of weekly scheduling, pay roll administration and supervision of Call Centre.Providing continuous training for new and existing employees, and concurrently working to improve and implement current and new policies and procedures.Handling daily situations that arise with the officeKey contact with top Representatives on issues and escalated callsCommunicate process changes to staff in a timely manner and following up to ensure comprehensionMet with clients and business associates in the day to day operations of the office.Coached advisors on up selling weekly specials and other incentive programsIdentify staff developmental and training needsCoach and monitor individuals and team to ensure all targets are met.Maintained that we provide excellent Customer Service with a smile regardless of the situation.
September 2005 – Century Services Inc. Mississauga, On
December 2005 (Regal was in Receivership)
Supervisor
September 2002- Regal Greetings & Gifts Mississauga, On
August 2005
Team Lead/SupervisorEntering orders and inputting information into Order Power program using AS400 system.Handling Representatives concerns regarding billing, credit memos, back order dates & product information.Solve Representative concerns, complaints & provide information/clarification and process ordersOverseeing the daily operations of mail order processing, Fundraising, and our Diamond Representatives.Monitoring & coaching advisors to meet and exceed targetsEnsure that there is consistency between the Call Centre & the Sales Centre’s. Played a key role in the returns process and the warehouse Key role player between other departments and the Call Centre and communicating information in a form of morning meeting or FYIHandled escalated calls from the advisorsEngaged in weekly meetings with Director, Manager & Supervisors
January 1995- Regal Greetings & Gifts. Toronto, On
September 2002
Online Customer Interaction Advisor/Team LeadEntering orders and inputting information into Order Power program using AS400 system.Handling Representatives concerns regarding billing, credit memos, back order dates & product information.Ensuring that the web site is maintained properly and communicate online issues within Customer Interaction CentreRe-setting passwords for online orderingEngage in weekly meetings to discuss online issuesHandled calls escalated regarding online issuesEntered in orders and updated any changes to existing ordersMaintained weekly specials and promotions online Maintained the high quality of service that was given to our Fundraising & Diamond Representatives
References
Available upon request
Objective
To pursue a career with a progressive company that is welcoming of new ideas that will utilize my diverse skills, experience and knowledge in a challenging environment.
Interests & Activities
I enjoy listening to music, reading and spending time with my family.
I enjoy playing tennis, volleyball and bowling.
Volunteer experience
Member of the Macedonian Ladies Auxiliary club
Fundraising Coordinator for the Macedonian Dance Group - Izgrev
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