ROSANNA ZAKARIA

London, ON

519-***-****

acgzpy@r.postjobfree.com

I work for Toyota Canada as a Product Advisor. I am in charge with the task of working with individual

customers to understand their needs, guide them towards the most appropriate product that meets their

requirements and agree the sale to claim my commission. This involves a range of duties, including

organizing my diary and appointment systems, guiding customers through the entire sales process, data

capture, telephoning new and existing customers, building rapport and meeting monthly targets.

Previous to Toyota, I had fulfilled the position as a Customer Service Representative for Bank of

Montreal. As part of a team of financial professionals, I consistently delivered a great customer

service experience within the branch environment. I fulfilled transactional needs of personal and

commercial customers. I ensured compliance and adhered to bank policies and procedures as

well as assist with branch administration and operations though completion and assigned tasks to

ensure an effectively and efficiently operating branch. I have over achieved my targeted weekly

goals based on sustaining individual performance by generating the required business results.

My achievements are based on sent referrals to the Financial Services Managers, as well as a

substantial amount of Master Cards sales that have lead towards reaching top quartile in sales

within the London West District.

Prior to Bank of Montreal, I fulfilled the position as a Supervisor at Starbucks Coffee Company.

As a Supervisor for over seven years, I successfully achieved in training and interviewing

partners, demonstrated leadership while maintaining a positive atmosphere and enthusiastic

partners, obtaining the key holder position and World Class Service by passionately adhering to

Starbucks Mission Statement.

I was given the opportunity to be a keynote speaker to a Wealth Management Group on World

Class Customer Service. My focus is primarily based on teaching employees the language of

providing exceptional service in order to obtain a successful outcome with customers.

Currently, I am active in program leadership with Women’s Community House by planning,

facilitating and implementing recreational programming for women, children and at risk youth in

a residential setting.

Finally, I am a quick learner and a highly motivated individual. I will consider it a privilege to be

part of your team to contribute my knowledge in business, my focus on detail and my ongoing

learning to its success. I believe my professional background in leadership combined with my

strong commitment to excellence, attention to detail and love for learning will benefit to this

position.

ROSANNA ZAKARIA

London, ON

519-***-****

acgzpy@r.postjobfree.com

PROFILE

• An extremely responsible, hardworking and an enthusiastic person

• Successfully achieves end results by meeting targeted goals while remaining calm under pressure

• Outstanding leadership skills and ability to motivate and influence others

• Exceptional organizational skills and ability to prioritize and multitask

• Takes great pride in providing excellent customer service

• A Great team player with outstanding skills

• Exceptional knowledge of Microsoft Office and Social Media websites

• Passionate about helping people

• An understanding of the Arabic language

• Certified in CPR/First Aid

EDUCATION

The University of Western Ontario Bachelor of Arts in Sociology 2012

PROFESSIONAL EXPERIENCE

Sales Consultant

June 2013-Present

Toyota

o Achieved the status of ‘Sales Champion’ for the month of November 2013

o Reached number one status for highest sales in Finance and Insurance products for the month of

October 2013

o Consistently met dealership gross profit, volume and customer satisfaction standards

o Maintained a follow-up system with every purchasing customer and potential purchasing customer

Customer Service Advisor

January 2012 – June 2013

Bank of Montreal

o Ranked top quartile with MasterCard Sales in the London district

o Met weekly targeted goals by referrals and MasterCard sales

o Ensured service recovery procedures and security and safeguarding procedures for prevention of loss

are followed such as Risk Assessment tasks

o Successfully managed cash balances, and processed financial/non-financial transactions with ease

Supervisor

January 2004 - January 2012)

Starbucks Coffee Canada

o Coached a team of 10 to create a positive working environment, as well as an exquisite experience for

all clientele

o Rewarded in achieving 100% customer service, by consistently following the Starbucks World Class

Customer Service philosophy

o Screened and conducted interviews for potential candidates, and trained staff members on all aspects of

the Starbucks Mission Statement

COMMUNITY INVOLVEMENT

Program Leader at Women’s Community House-May 2014 to present

• Volunteer Leader for the recreational division

• Assists with the gathering of women and their children to participate in activities

• Helps create a positive and happy atmosphere during our activities

• Organizes bi-weekly events through communication with other volunteers

Keynote Speaker on World Class Customer Service-March 2012

o Consulted a Wealth Management Team to educate employees on how to provide

exceptional service in order to successfully deliver a World Class Customer Experience

to their clients.

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