Customer Service Administrative Assistant

IVANIA MENEZES

**** ******** ***** 416-***-****

Mississauga ON L4T3P7

*************@*******.***

OBJECTIVE

A position as a Technical Support/Customer Service Representative

Administrative Assistant

HIGHLIGHTS OF QUALIFICATIONS

. Over 7 years' experience in customer service and technical support

. Expertise in troubleshooting issues with operating systems by providing

advice via telephone contact with customers/users located in Canada, USA,

Brazil, Argentina and Australia

. Excellence in configuring, upgrading hardware and software and

implementing and administering backups

. Advanced proficiency in MS Word, MS Excel, MS PowerPoint and Outlook

. Multilingual in English, Portuguese and Spanish

. Exceptional ability to plan and organize work in an environment with

conflicting demands

. Able to work well under pressure, deal with challenging situations and

meet deadlines

. Legal Administrative Assistant Diploma

EMPLOYMENT HISTORY

Interpreter/English Portuguese (freelancer) 2012 - Present

Immigration Refugee Board - IRB Toronto, ON

V Interpreting discussions with refugee claimants at Refugee Hearing Board

from English to Portuguese and from Portuguese to English as required at

Immigration Refugee Hearings

V Acting as a facilitator by simplifying questions asked by hearing judge

to clarify information with refugee claimants as necessary ensuring

claimants understand inquiries

Bilingual Technical Support - Customer Service Representative 2011 - 2013

Curves International, Mississauga, ON

V Provided customer support by re-setting passwords, machine alignments

for proper equipment performance and maintained software for up to 100

worldwide clubs per week

V Updated client information to renew clubs annual licenses by updating

information in MS Excel spreadsheet

V Instructed Curves club staff and managers on how to operate CurvesSmart

software

V Assisted in troubleshooting software and computer issues remotely with

Curves club staff and managers to re-install software, back-up database

and fix SQL issues

V Installed printer and anti-virus software, and resolved connectivity

issues with internet

Ivania Menezes, 416-***-**** Page 2

V Consulted company user guides to assist company employees resolve issues

regarding gym/office equipment according to CurvesSmart policies

V Provided CurvesSmart software training to existing/new staff and

managers as required

V Responded to requests/emergencies, investigated complaints and updated

database information on addresses, phone numbers and credit cards using

MS Excel

V Coordinated translation as required from English to Portuguese and vice-

versa

Bilingual Customer Service Representative 2006 - 2011

Western Union/Minacs, Mississauga, ON

V Responded to over 200 calls daily and assisted callers to fix, change,

and re-direct money transfers as required

V Investigated possible fraud cases and took appropriate actions to stop

money laundering and illegal activities

V Offered discounts and seasonal promotions for loyalty customers

V Updated database as required using MS Excel

V Trained new hires as needed on how to use Western Union software

EDUCATION

Legal Administrative Assistant Diploma 2003

Toronto School of Business, Toronto, ON

PROFESSIONAL DEVELOPMENT

Managing Difficult Customers 2012

Curves International, Mississauga, ON

Software Installation/Maintenance for MS Office and Curves software 2011

Curves International, Mississauga, ON

Customer Relations Training 2006

Western Union, Mississauga, ON

INTERESTS

Soccer, Reading, Walking and Gardening

REFERENCES AVAILABLE UPON REQUEST

Contact this candidate