CARMELA C. HERNANDEZ ac935d@r.postjobfree.com

Scarborough, ON M1K3T4

416-***-****

CUSTOMER SERVICE / CLIENT SUPPORT REPRESENTATIVE

Expertise in:

-Customer Service Management - Customer Satisfaction

–Program Coordination - Preliminary Interviewing

–Office Administration - Process Improvement

–Inside Sales Support - Complaint Resolution

–Team Building & Training - Front-End Supervision

–Retail Operation Management - Sales & Margin Improvement

Pearson Canada (Formerly Known as Embanet Compass) North York, ON

Enrollment Coordinator

Supported student application process by partnering with Enrollment Advisors to contact prospective new students for bachelors, masters, doctoral degree, and certificate programs. Achieve speed to lead and contact percentage metrics by organizing my calls and approaching calls with a set goal to transfer or set an appointment for Enrollment Advisors to speak with prospective students. Supported Enrollment Advisors by documenting interactions accurately in database and assigning prospective students to advisors based on function. Adhere to lead management plan guidelines for each lead in the database.

Core Functions:

• Communicated with prospective students primarily through a high volume of telephone contacts.

•Coordinated appointment scheduling and resolved scheduling issues with Advisors and students meeting student's needs.

•Maintained a minimum standard of outbound calls to prospective students.

•Supported application/registration events as applicable for each team.

• Maintained a minimum standard of outbound calls to prospective students.

•Processed mail in a timely manner for the business unit.

•Participated actively in cross-functional team events.

•Worked a flexible schedule, including weekends and evenings, to accommodate student, departmental, and company needs.

OLD MILL Cadillac Chevrolet Buick GMC Ltd. Toronto, ON

Sales and Leasing Consultant (Sales Representative)

Results-oriented Auto Sales Representative in new and pre-owned vehicle sale. Skilled in strategically negotiating deals to achieve sales targets. Proven leadership skills that help team members achieve individual sales, enhance customer service and rive business goals. Dedicated to delivering high quality service and building relationship with customers. Cultivate relationships with new customers to achieve sales objectives and provide insight into new products, features, and options.

Core Functions:

•Qualify and follow up on warm Internet leads regarding new and pre-owned vehicle availability, price, and options.

•Understanding the requirement of clients and giving them vehicle options to choose from;

•Maintain contact with customers via email, phone calls, and regular updates on promotional offers.

•Strategically negotiate with customers to close on deals and increase sales; personally work deals, interest rates, leases, and calculate financial requirements prior to obtaining approval from dealership manager and F&I manager.

•Attended training for learning about new products and innovations of company products. Provided client feedback, complaints, and suggestions to Managers, and marketing team for promotional events for showroom.

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ELS MARKETING LP, Mississauga, ON

Inside Sales Coordinator (Customer Sales Representative)

Delivered inside sales support to Account Executive/Manager, including providing information, materials, and / or reports for use and review. Assisted in the communication of sales and service related activity to the cargo customer base as required. Identified and qualified potential customers and pursued new business opportunities through prospecting and cold-calling, resulting in building a large potential customer base.

Core Functions:

•Handled all customer inquiries/requests in an effective and courteous way, gave accurate information based on the process in place, performed follow up.

•Updated company database as needed. Managed spot logs, AWB distribution, and fax blasts to customer base.

•Encouraged and developed positive business relations for internal and external customer by setting expectations, practising constant communications and offering timely responses to both positive workplace behaviour and employee issues or concerns. .

EIDELLA MARKETING, Mississauga, ON

Administrative / Business Consultant (Sales & Marketing)

Hosted mini-seminars/trainings about the health products and its benefits. Developed marketing materials, including brochures, news articles, press releases, public service announcements, advertisements, posters and flyers. • Designed and implemented market strategy system to improve sales and marketing and conducted focus group to determine the needs of specific market.

Core Functions:

•Improved sales and marketing by designing and implementing a market strategy system

•Conducted focus group to determine the needs of specific market.

•Coordinated product deliveries and after sales follow-ups, resulting in very regular order and ensuring harmonious positive customer relationship.

ADDITIONAL PROFESSIONAL EXPERIENCED

PUROLATOR COURIER LTD., Mississauga, ON

Collection (A/R) / Customer Service Representative

AIRBRIDGE INTERNATIONAL, Mississauga, ON

GSA of ALITALIA, Fin-Air, Virgin Atlantic Airways & Austrian Airlines

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