Customer Service Manager

MADELINE FERENZY

*** *** ****** **** #***. Toronto, ON. M3B 3S5

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

OBJECTIVE

To obtain a part time office manager position where my extensive knowledge and skills developed during

decades of managing a wholesale and retail operation can be utilized. With almost thirty years of

managerial experience, I have gained thorough understanding of all aspects of office management and

customer service in an entrepreneurial environment of both retail and online operations with local and

international clientele.

WORK EXPERIENCE

BDH and ALL Holidays (Toronto, ON) 1990 – Present

General Manager of a specialty tour operator

Maintained/managed quality control ensuring precision and thoroughness in all aspects of

communication and dealings with overseas customers and suppliers.

Affectively handled customer service issues and complaints in a precise and orderly fashion

both in person and online

Coordinated and managed communications and public relations strategies including online

marketing, social media, email blasts, website development, publishing online articles, and

traditional media.

Improved visual, written, and audio content and page layout of websites with FrontPage.

Implemented SEO, SEM, digital advocacy strategies, campaigns and content for websites

and tracked statistics with various web analytics and mapping software.

Created opt-in forms and sent weekly email blasts to thousands of subscribers. Finalized

year-end accounting statements.

Hired and managed staff.

Managed foreign exchange dealings.

Negotiated with hundreds of suppliers from broad.

Performed product research and development.

Produced brochures and websites.

Hired sub-contractors and SEOs.

Represented company at international buying trade shows.

Organized FAM trips.

Organized large conventions for special interest groups such as medical doctors.

Signed contracts with suppliers and contractors on behalf of the company.

Handled allotments with airlines and suppliers.

Managed company’s advertising budget: placed radio, print and online ads; and produced

brochures, flyers and promotional videos.

In the last fifteen years the company has evolved into a 100% online-based business with 13

websites focusing on international clientele. During this period I have developed additional skills

to accommodate the needs of changing business environments which evolved into working

knowledge of HTML, Java script, Front Page, Expression and WordPress publishing platforms.

Due to remoteness of customer base major emphasis was further developed to ensure trust and

easiness of communication.

Bloor Family Practice (Toronto, ON)

1988-1990

Medical Office Manager

Scheduled doctor’s appointments.

Registered patients upon arrival.

Referred patients to hospitals and specialists.

Handled prescriptions and requisitions.

Prepared OHIP billings and submissions

Sears Travel (Ottawa, ON) 1985-1988

Travel agent

Eaton’s Bayshore Travel (Ottawa, ON) 1983-1985

Travel agent

EDUCATION

Algonquin College Ottawa June 1988

Business Administration, majoring in marketing

Coursework: Marketing, Accounting, Corporate Finance,

International Institute of Travel Ottawa June 1983

• Travel Agent Diploma

OTHER

Computer Skills

Proficient in Microsoft Word, Outlook, Front Page, HTML, Expression, WordPress and Eclipse.

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