Customer Service Representative

Rosanne D’Angelo

* ******* ********, ***** ** L*A OP8

416-***-**** ***********@*******.***

Profile

Excellent proble m solving, multi tasking, leadership, facilitation, c oaching skills and m otivational skills. Strong

perfor mer in both individual and a team environ m ent. Excellent m otivator and training knowledge to ensure effective

teamwork. Experienced in planning, developing and i mple m enting large scale, high profile m e etings and events. Excellent

c o m munication skills, both orally and written. Ability to establish effective working relationship with e mploye es and all

other stakeholders.

PROFESSIONAL EXPERIENCE

Can Pet Distribution Inc 2012 to Present

My duties consisted of:

I was responsible for order desk and all custo mer inquiries, including pricing, products and availabilities

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Quoting custo mers, taking orders over the phone, in person fax or e mail.

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I was also assisting with Driver Run sheets, all invoicing Ontario and Quebec, and fro m time to time actually

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picking of order if need be.

I worked along side all of our outside sales representatives and our vendors,

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I built an exc ellent rapport with our custo m ers always offering the best service possible

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I am a c onfident worker who works well individually and also in a team environ m ent.

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I am a loyal e mployee, hard worker and enjoy challenges.

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Arctic Packaging Industries Inc Customer Service

Representative/Assistant 2008 to 2012

My duties consisted of:

Answering custo mer inquiries over the telephone

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Taking orders on the telephone also in person through our receiving desk

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Updating inventory

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Quoting and pricing custo m er

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I provide superior professionalis m, present a c onfident de m eanor

and a respectful c orporate i mpression of

m ys elf

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and the co mpany I am working for.

I have an e xc ellent rapport with all clients, exc ellent c o m munication verbal and written skills in order to build a

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good rapport with old, current and to be obtain clients/accounts.

I interact with others & other departments to resolve client issues such as, accounting, operations,

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Moneris Solutions 2000-2006 Quality Assurance Specialist September

2002- 2006

●Responsible in ensuring knowledge is recurrent on all 2A syste ms and with c orporate

goals/measure m ents.

Created objective coaching reco m m endations and assess m ents to calls m onitored or through side by side

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c oaching.

Prepared and sub mitted reports of e mploye e perfor mances on a m onthly basis.

● Motivated and trained staff

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on a continuous learning basis.

Developed, m m ended and administered m onthly perfor mance evaluations.

reco ● Interacted with m erchants to

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obtain assess m ents on agents perfor mance.

Assisted on phones in crisis m ode (high service levels)

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Training Instructor March 2000- September 2002

Provided superior professionalism, presented a confident demeanor and a respectful corporate impression.

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Responsible for facilitation/presentation within a classroo m environ m ent

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Responsible for develop m ent and delivery of all materials

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Responsible in thoroughly training new hires and existing staff on any diversified

subjects

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Responsible for all hu man resource for ms, ID set up and all syste m applications

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Provided strong leadership and co m munications skills

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Have strong knowledge of the operational aspect of business including all platfor ms

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Responsible for marking quizzes, tests and providing over all assess ments to their

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managers

Chargeback Relations Officer September 1999- August 2000

Responsible for handling chargeback escalations for several of our major m erchant accounts

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Interact with internal and external clients to ensure m erchant escalations resolved.

Responsible for daily productivity reports and daily audits.

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Provided training over the phone to our major m erchants and cardholders.

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Bank of Montreal 1997-2000 Chargeback Officer - February 1999- September

1999

Responsible for working the Merchant Representment Basket

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●Responsible for chargeback cases ensuring education on proper procedures and provide additional support to

our merchants.

Knowledge of all chargeback codes and related solutions

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Senior Merchant Customer Service Officer 1998- February 1999

Representing

the bank on behalf of the Service C entre

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Responsible for handling all escalations fro m representatives or m erchants

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Provided c oaching and training to all agents on all syste ms and applications and product

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knowledge

Interacted with other departments to resolve m erchants’ inquiries

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Responsible for handling the Merchant C ontact C entre on off hours, including evenings and

weekends.

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Merchant Customer Service Agent July 1997- September 1998

Responsible for answering all Merchant Inquiries

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Troublesshooting

all ter minals

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Educating m erchants on our products & service which are available to the m

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Responsible for authorization of MasterCard’s

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Responsible for all financial issues

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Responsible for proble m solving m erchant issues and dealing with escalations

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United Parcel Service Canada Ltd. 1989-1996 Administration and Client

Services

●Responsible for qualifying all Canadian Brokerage Accounts.

Responsible for all open, closed and pending Canadian Brokerage Applications.

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In depth knowledge of Importing/Exporting regulations.

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Daily correspondence with all Canadian and American Ports.

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Up selling and cross selling to existing customers.

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Customer Service Representative January 1989- 1992

Responsible of answering all customer inquiries.

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Quoting rates over the phone.

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Key entry.

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Volunteer Work

Managing and Leading the 2003, 2004 and 2005 United Way Ca mpaign, raising over

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$200,000.00.

Manage and C o ordinates a C o m munity Support C o m munity with over 50 e mployees,

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Participating in various annual events including, Food Drives, Cl othing Drive, CN mb for United Way,

Cli

Fun C o m mittee, Christmas parties and Diversity Day Event inwhich I Chair as well.

Computer Skills

●Strong knowledge in all MS Office Word, Excel and Power Point

EDUCATION

French Program, mber C ollege, 2000

Hu

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C o m puter Program, Seneca C olle ge,1988

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Interests

● Fundraising, Traveling & Exercising

Contact this candidate