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Customer Service Executive Assistant

Location:
Montreal, Quebec, Canada
Posted:
February 18, 2019

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Resume:

LAURA LILIANA JOYA

***-*** *** ******* • H*E *B* • ÎLE DES SOEURS • VERDUN • QC

PHONE : 514-***-**** E-MAIL :ac8i32@r.postjobfree.com I have gained experience in several areas, all involved in human relations and communication such as customer service, marketing analysis, sales and management. I look forward to spending my time and energy in a professional challenge where I can exploit and keep improving my capacities. LANGUAGES PROFICIENCY & SKILLS

Native or bilingual proficiency in Spanish, French and English Professional working proficiency in Italian

Limited working proficiency in Portuguese

Flexible and easily adaptable

Detail-oriented, reliable, determined and respectful Able to work in a team and individually

WORK EXPERIENCE

February 2017

Current

Boardwalk (Metropolitan Structures)

Administrative clerk

• Payroll management - sales department:

o Process timesheet system and payroll to ensure accuracy of hourly employee reports.

• Non-renewals management:

o Analyze, process and follow-up units going on market.

• May act as client contact as appropriate.

• Liaise with internal and external stakeholders.

o Mediate with manager, regional director, HR department, colleagues and clients to ensure respect of regulations and/or the Lease terms with the best customer service.

• Lease administration:

o Lease review and abstracting, accounting, processing, recording, and managing lease information to ensure the respect of each lease terms maintaining relationships and effective communication with the company's landlords, and internal stakeholders.

• Accounting clerk:

o Audit control and reconciliation procedures; deposits and process dues receipts on the accounting system.

April 2013

January 2017

Currently by contract

basis support

April 2013

August 2013

February 2011

January 2013

Nimmök

Senior Consultant

• Project and account management: Customer Experience improvement retention; Direct follow-up with all stakeholders for deliverables guarantee and results accomplishment (+5 projects simultaneously).

• Support in each consultancy project from the initial conception, stages of development, implementation, and evaluation:

- Corporate strategy : New market expansion & new business models

(strategic and operational assessments projects, on the B2C & B2B segments, with interactive strategy model to forecast and monitor revenues and costs, including acquisition targets identification & post- merger integration).

- Strategic analysis: Quantitative forecast and qualitative analysis

(business case, key success factors, competitive landscape)

- Marketing strategy: Market attractiveness and positioning, customers’ needs identification, offer development, multi-channel strategy, commercial positioning, communication and digital strategy, lobbying.

- Design and implementation of new organizational marketing and sales structures.

(E.g. ASBANC project in Lima, EXITO project in Medellin, TRRIPLE project in Dubai)

• Community manager: Content creation, website management, social media management.

• Event Coordination Management or support: Coordination of all logistic tasks for inside events (roundtables or expositions) and support on clients’ events (e.g. Trriple`s kioske and presentation at GITEX 2016).

Dinero Móvil LATAM

Congress Coordinator

• Coordination of all logistic tasks for each Dinero Movil LATAM congress in Bogota and Mexico City.

• Business analysis to guarantee the success in each event.

• Coordinate personnel, databases and administrative tasks management.

• Direct commercial representative with partners institutions for financial negotiations and follow-up with sponsors and expositors. Link Mundo

Regional representative of international tour operators – Quebec province and Toronto January 2009

January 2013

June 2008

February 2009

Mars 2007

August 2007

• Marketing analysis to ensure the best results in each representation.

• Customer interactions management.

• Event coordination.

• Translation of documents.

• Monitoring and Accounting.

Le Petit Chicago

Service

• Daily basis management: logistics, inventory and accountable with Promptness, polite and professional customer service. . JOC : Jeunesse ouvrière chrétienne, organisme de défense collective de droits. (NGO)

Regional Mouvement Coordinator

• Official regional representation of the JOC in local entities and events: analyze and coordinate actual political dossiers.

• Responsible of all regional administrative tasks.

• Raise awareness within people between 15 and 35 years to improve the defense of collective rights of young workers and recruitment of volunteer team.

Reitmans – Galeries de Hull

Junior Manager

• Store management; Daily accounting, team leader, daily tasks distribution.

• Demonstrate coaching and leadership to ensure the development and success of store team tasks in the areas of customer service. GENERAL EDUCATION

• University of Ottawa - General Social sciences degree with a minor in Political Science.

• Cégep de l’Outaouais - Sciences Politiques – Profil Monde.

• Polyvalente Le Carrefour - High school diploma.

ADDITIONAL COURSES

• Project Management Certification online courses.

• Microsoft Excel – Financial Excel and Microsoft Project certification.

• University of Ottawa - Official language English Certificate. VOLUNTEER EXPERIENCE

• Minkalab (NGO) - Sustainability and culture projects: Project participation. (2014)

• Founder of Tierra Adentro - folkloric dance group (2008 – 2013)

Group management: Logistics, finances, practices coordination, volunteer recruitment.

• Cultural Ambassadress

Representative during the inauguration of the first day of the Latin American heritage in Ottawa.

Master of Ceremony at different cultural events in collaboration with the Embassy of Colombia

International Week at the University of Ottawa: History, geography and cultural representation.



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