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Customer Service Administrative Assistant

Location:
New Westminster, British Columbia, Canada
Posted:
February 01, 2018

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Daniela Miyuki Kuroiva

E-mail: ac4a2n@r.postjobfree.com

Ph: 778-***-****

PERSONAL PROFILE

Dynamic and resourceful graduate of Business and Hotel Management with 10 years’ experience in the fields of public relations, marketing, corporate event planning and delivery.

Key strengths include:

Extremely personable, proven to work equally well as part of a team and on own initiative.

Delivery focused and constantly exceeds expectations.

Excellent written and verbal communication skills

Skilled in developing and maintaining client relationships.

Excellent decision making and organizational skills with a proven ability to organise and prioritise tasks to successfully meet deadlines.

Advanced knowledge of Excel, Word and PowerPoint.

Fast and eager learner, adaptable to a changing environment.

Excellent knowledge of social media (Facebook, Blog, Twitter, Instagram, etc).

Languages: fluent in English, Portuguese. Advanced in Spanish.

PROFESSIONAL EXPERIENCE

BC Hydro – Vancouver, BC 2015

Senior Administrative Assistant

Administrative assistant working on the John Hart Generating System Replacement Project:

Assisting with general administrative duties – scheduling meetings for up to 15 participants, taking meeting notes/minutes, distributing communications to team members,

Handling administrative requests and queries from senior managers – processing weekly expense reports, booking travel itineraries, managing agendas etc.

First Residential Service – Vancouver, BC 2013-2014

Concierge

Concierge service in a large high-end short term rental residence. Responsibilities include:

Organizing, planning & advising residents on business recreational and tourism activities.

General office duties: daily log reports, internal communication, event invitations, etc.

Resolving various day to day issues for the building’s residents.

Monsanto – Sao Paulo, Brazil 2011-2012

Customer Service Analyst

Member of Monsanto’s marketing department, acting as Monsanto’s representative responsible for quality control of operations at an outsourced customer support call center for customers with problems harvesting crops.

Analysing overall call center performance and producing reports and making presentations to Monsanto engineers on resolution rates, customer satisfaction etc.

Personally reviewing individual call center operatives’ performance against Monsanto’s required customer service standards and working with call center supervisors to identify training needs.

Organizing training workshops with Monsanto engineers and call center supervisors to improve the operatives’ understanding of technical issues and new product improvement to increase the call center’s efficiency at resolving customer problems correctly.

Liaising between Monsanto engineers and call center management to continually improve call center processes and performance.

Key achievements

Introducing a Monsanto sponsored incentive program to create a culture of caring about your work with the call center staff. This was a big problem as the staff turnover rate was high and many staff did not value their positions. The program gave prizes, such as a weekend break, to the top three staff every three months based on their monthly performance statistics. Also we had a staff lunch BBQ every six months for the staff who didn’t win prizes. In the first month after the program was introduced, performance improved by 15%.

Itau Bank – Sao Paulo, Brazil 2010-2011

Communication Analyst

Team member in the loyalty credit cards department with one of Brazil’s largest banks where customers exchange their accumulated points for products, hotels, experiences, flight tickets, etc.

Responsible for identifying and signing up new partner brands and services that are popular with the bank’s client base to maximise new credit card customers while maintaining our existing customers.

Analysing customer’s monthly expenditure to ensure a good range of awards are available to all customers.

Making product presentations and negotiating contracts with prospective partners prior to inclusion in the program.

Responsible for briefing Itau’s marketing agency to create digital marketing, brochures and hot sites that will be sent directly to loyalty customers encouraging them to purchase our partner brand’s products.

Key achievements

Inclusion of 24 new partners in the loyalty program, including: Delta Air Lines, Tam Airlines, Tap Portugal Airlines, Tiffany & Co., Anna Pegova Paris, Accor Hotels, etc.

Introduced the new category of rewards where the costumer can exchange their points for an experience because experiences are always remembered by the customer e.g. parachute jumping, rafting, safari, scuba diving, etc.

Accenture - Sao Paulo, Brazil 2008-2010

Event Planner

Member of the event planning team, responsible for planning and delivering both internal and external events ranging in size from 10 to over 450 guests e.g. staff training days, client entertainment, conferences, CEO travel meetings, end of year parties. Typically, I delivered between 20 and 24 events per month and was recognised for my ability to manage budgets, minimise costs and optimise savings.

Developing strong working relationships with return clients e.g. venue owners, catering suppliers, audiovisual companies etc.

Negotiating supplier contracts and agreements.

Organising travel arrangements for event attendees – hotels, restaurants, flights, tourist activities etc.

Tracking event budgets, invoicing suppliers and reporting on progress to Accenture management.

Proposing new ideas to improve the event planning and implementations process.

Training and mentoring junior staff.

Managing teams of up to 30 people to ensure successful event delivery.

Key achievements

Developed a satisfaction survey for participants of each event so that we can improve and innovate for future events.

Creation of the very popular family day where employees had the opportunity to bring their children to their work for a full day. The event provided entertainment for approximately 300 children throughout the day and was very successful.

EDUCATION

University Anhembi Morumbi, Sao Paulo, Brazil 2000 – 2005

Bachelor in Business & Hotel Management. Course included a 1 year foreign work experience program at Harrah’s Casino Entertainment, South Lake Tahoe USA 2007 where I worked as a Cage Cashier.

Brighton College, Vancouver 2012-2013

ESL Business English Course

Alem Spanish School, Buenos Aires, Argentina 2007 - 2008

Intensive Spanish Course

HOBBIES AND INTERESTS

Snowboarding, photography, cinema, cooking, hiking and dancing.



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