Customer Service Specialist Quality Assurance

ALESSANDRA MOREIRA

**** ****** ***, ***********, *******

***********@*****.*** – Tel: 905-***-**** Cell: 647-***-****

Customer Service / Marketing Communications Professional

A team-oriented and performance-driven professional with extensive experience in customer service, communications and

marketing environments. Has excellent problem-solving skills and focuses on meeting deadlines to provide optimal client

satisfaction. Key strengths include:

Excellent interpersonal and communication skills

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Ability to adapt quickly in different marketing environments

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Proficient in Microsoft Office and social media

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Fluently multilingual in Portuguese, English and Spanish

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EXPERIENCE

Minacs, Mississauga, ON July 2014 – Present

Bilingual (English/Portuguese) Inbound Customer Service Agent

Assisted members by providing customer service using knowledge of products, systems and procedures, to meet or

exceed the member s expectations.

Responsibilities:

Provided information regarding client program plans including, without limitation, information relating to account

status, service issues (eg late/missed delivery), billing inquiries, temporary and permanent cancellations,

payments and general information.

Navigated computerized system to enter new sales order from crews, kiosks (malls/shows), web or third party

telemarketing suppliers.

Ensured all incoming email and faxes (via electronic format) received were acted upon.

Navigated computerized system to update database as needed.

Replied to emails and faxes received by Customers and Contractors when necessary to achieve issue resolution.

Ensured all transactional data were successfully entered in the system/database.

When requested by the Customer or Contractors, conducted a follow-up call in order to achieve issue resolution in

accordance with standards.

Evaluated need for call escalation and forwards unresolved complaints to Team Leader for resolution or more

detailed information.

Unica Insurance, Mississauga, Ontario September – December 2013

Administrative Assistant – Marketing Area (Co-op Program)

Responsibilities:

- Prepared brochures, publications, reports and other relevant material

- Recorded and prepare minutes of meetings

- Determined and launch office procedures

- Opened and distribute incoming regular and electronic mail and other material and co-ordinate the flow of

information internally and with other departments and organizations

- Set up and uphold manual and automated information filing systems

- Scheduled and verified appointments and meetings of managers

Alessandra Moreira Pg.2

Itaú-Unibanco Bank, São Paulo, Brazil 2006 - 2011

Quality Assurance Specialist – Outsourced Call Centre (March 2009- October 2011)

Responsibilities:

- Responsible for analyzing and providing customer solutions to approximately three hundred call centre employees

nationwide, aiming at keeping operations performance and customer satisfaction within or beyond company

expectations

Accomplishments:

- Actively participated in most operational decisions to guarantee ultimate customer satisfaction and contributed to

the development of a quality assurance and a quality control plan.

- Monitored daily call volumes to ensure service level goals were being met when concerning customer waiting

time, call interruptions, in-call time duration, etc and shortcomings were reviewed and remedied in a promptly

manner.

- Assisted outsourced service providers in the execution of cross-channel communication platforms to ensure high

quality and optimal performance

- Conducted live training sessions regarding strategic planning of product roll outs

- Regularly analysed and updated customer service information and best practices

- Developed positive working relationship with channel partners to generate business growth (Product, IT, Project,

etc)

SPO Communication, advertising agency - São Paulo, Brazil 2004 -

2006

Customer Relations Coordinator

Responsibilities:

- Promoted Business Sales and Marketing Strategies

Accomplishments:

- Established, negotiated and developed brand strategies and client relationship

- Participated in regular meetings with various stakeholders with the goal of identify media communication needs

and collect relevant content from various products and materials to increase brand value

- Liaise between clients and agency designers to ensure the timely and successful delivery of suggested

advertising material such as banners, ads and package design

Boston Bank, São Paulo, Brazil

Marketing Analyst 1995 – 2001

Responsibilities:

- Provided ROI Analysis of all marketing campaigns

- Created research projects to answer specific customer needs

Accomplishments:

- Developed marketing strategies with the goal of preserving the image and customer relationship of the company

- Identified and managed cases of attrition and formal complaints from customers, mainly coming from the media

and regulators

- Managed report on messages received by the site, the Internet, and service channels

- Promoted Interface between operational areas (call centre, branches, administrative) and products to promote

improvement in processes and ensure information to develop new products and services

EDUCATION & TRAINING

Bachelor Degree in Marketing and Communications - University Alcantara Machado - São Paulo, Brazil 1992

Language and Cultural Exchange Program - USA & Canada 2001 - 2003

Alessandra Moreira Pg.2

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