Customer Service Sales
Resume:
Toronto, Ontario
Cell 647-***-****
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ail.com"com
Marvin Moreno
OBJECTIVE:
A position as a Customer Service Representative where my record of customer satisfaction and
management skills can be used to enhance overall customer experience.
SKILLS SUMMARY:
* Completed multiple courses in Customer Service and Sales
* Experience in inbound call centres
* Bilingual ability to speak and write in English and Spanish
* Familiarity with voice and data products and services
* Familiarity with and banking and insurance products and services
* Proficient in numerous computer applications including Microsoft Word, Excel, and
PowerPoint
* Awarded on several occasions for Customer Satisfaction, Employee Excellence, and
Employee of the Month
* Significant experience handling financial transactions and assisting customers
* Extensive experience in management positions
* Soft skills including punctuality, honesty, friendliness, maturity, and an excellent work ethic
WORK EXPERIENCE:
Team Leader Contact Centre Virgin Mobile/ ICT Group Toronto Aug 2005 – Sep 2010
Responsible for keeping track of agents KPI`s on individual and team basis
*
Delivery of hourly updates containing SLA, AHT and other KPI`s
*
Responsible for monitoring queues and schedule adherence of breaks and lunches
*
Responsible for coaching, disciplinary action and day to day supervision of agents.
*
Experience in a Sales role and Customer Service environment
*
Familiarity with communication products and services
*
Able to analyze data, utilize problem-solving skills and recommend solutions
*
Able to maintain a high level of performance under pressure of time and a fast-paced,
*
changing environment
Accurate and efficient keyboarding skills and data entry skills
*
Demonstrated ability to learn and apply learned skills and complete and pass all training
*
requirements
Familiarity with voice and data products and services
*
Handling customer escalations and issues
*
Inbound Calling Rep Tiger Tel UTR Toronto Sept 2004 – Aug 2005
Experience in a Customer Service oriented environment
*
Assisted Non Profit Company calls (World Vision, Christian Children Funds, Amnesty
*
International)
Experience taking primary claims for Mal practice and class action law suits for Oasis Legal
*
Finance
Ability to communicate effectively
*
Able to analyze data, utilize problem-solving skills and recommend solutions
*
Able to maintain a high level of performance under pressure of time and a fast-paced,
*
changing environment
Accurate and efficient keyboarding skills and data entry skills
*
Demonstrated ability to learn and apply learned skills and complete and pass all training
*
requirement
Customer Service Agent Lavalife Toronto Oct 2000 – Sept 2004
Provided information to customers on diverse products and services offered by iMG
*
Quality monitoring of the context within the calls to reassure and maintain quality
*
Assisted customers on many levels regarding questions on their accounts.
*
Meet and exceed corporate sales and quality objectives
*
Able to deliver sales and service excellence by demonstrating tenacity,persuasiveness,and
strong interpersonal skills
Customer Service Agent/ Investment Agent /Royal Bank Financial Group
Toronto Feb 1999 – Oct 2000
Front line contact center employee for the bank in the contact centre and branch
*
Delivering great customer experience for customers calling RBC to do business over the
*
phone and in person.
Built, enhance and protect relationships with customers through listening, problem solving
*
and recommending products, solutions and services.
Proactively identify sales opportunities, including cross-selling opportunities to other groups
*
within RBC.
Experience selling investment products (Bank Plans, GIC, Mutual Funds, RRSP’s & more)
*
Sales and service oriented environment with a focus on customer satisfaction
*
Mathematical aptitude
*
Able to deliver sales and service excellence by demonstrating tenacity, persuasiveness, and
*
strong interpersonal skills
Ability to communicate effectively
*
Able to analyze data, utilize problem-solving skills and recommend solutions
*
Able to maintain a high level of performance under pressure of time and a fast-paced,
*
changing environment
Accurate and efficient keyboarding skills and data entry skills
*
Demonstrated ability to learn and apply learned skills and complete and pass all training
*
requirements
Volunteer Work
Translator for Spanish Centre while at Chaminade College
*
Assisted Charity Trust in the organization of both clothing and food drives for Royal Direct
*
during Thanksgiving and Christmas seasons.
EDUCATION:
Humber College
CSC (Canadian Security Course – Personal Banking & Mutual Funds
Chaminade College Houston Texas
General Arts & Science
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