Customer Service Representative

Claudia Gallo

*******************@*****.***

Phone: 905-***-****

To whom it may concern:

My current role as a Bilingual Resource Officer/Supervisor for John Hancock/Manulife backed by the Customer Relations Role in Manulife (Waterloo) exposed me to building my core competencies in the 401(k) and investments business. I have demonstrated abilities in managing my responsibilities in a challenging and equally stimulating work environment. The key is prioritizing tasks in the most efficient way. Strong relationship building has been my greatest strength. Finding a win-win resolution for the day-to-day client needs most especially on escalated matters has been the most rewarding experience. While working for a demanding industry, my roles within the company have given me numerous opportunities to lead projects and team initiatives where I particularly developed and delivered informal training to new staff in procedures and business needs. With my past work experience in the web communications industry via the company We Create Inc., I had the opportunity to develop and implement a training program geared on directly assisting clients on interactive management of their company websites. I was part of the administrative role which gave me the opportunity to coordinate meetings and provide administrative support to upper management. The degree in Bachelor of Sociology and Communication Studies from Wilfrid Laurier University laid out my foundations on communications and interpersonal relations. It instilled in me strong organizational skills, keen eyes on details and precision in all tasks performed.

I am very excited about this opportunity and look forward to hearing from you. Sincerely,

Claudia Gallo

Claudia Gallo

*******************@*****.***

Phone: 905-***-****

Profile

Computer Skills

-Lotus Notes & Lotus Organizer. Proficient in Microsoft Windows 2000 and XP, Word, Excel, Power Point, WordPerfect, Outlook, Adobe, Photo Draw and Front Page, Snag IT, Access, Photo Shop.

-Knowledge of AWD, Mainframe

Customer Service Skills

-Handling client escalations or concerns in the most effective and efficient manner.

-Excellent communication and interpersonal skills.

-Accurate analysis, troubleshooting and testing of customer problems and issues.

-Gathering data on customer issues and constructing test case scenarios.

-Effectively communicate with individuals and groups in oral and written correspondence.

-Substantial experience with customer relations, both in person and on the telephone.

-Ability to manage time and activity priorities.

Related Skills

-Fluently in Spanish and English.

-Strong analytical and problem-solving skills.

-Ability to handle multiple priorities and function in a high stress environment with minimal supervision.

-Coordinated the day-to-day activities of an office including training new staff.

-Collaborated effectively with colleagues and management to identify and assess key information and make well- informed decisions.

-Multi-task person who can maintain composure in high pressure situations in a professional manner.

-Ability to work both independently and as a team member.

-Motivated by new challenges and able to adapt to change when the situation requires. Education

Bachelor of Arts (Majors: Sociology and Communication Studies) Wilfrid Laurier University, Waterloo, ON 2007

401K Certification & Charters 2011

Corporate Communications Diploma 2011

HumberCollege

Office Administration Diploma 2012

Humber College

Work Experience

Bilingual Resource Officer – Supervisor 2012- Current John Hancock-Manulife Financial

-Receive incoming calls from English and Spanish speaking clients.

-Be able to resolve the call by assisting clients.

-Document and track significant client discussions or complaints; maintain current client contract records and follow-up as appropriate.

-Pivotal role in organizational campaigns.

-Investigate and review calls.

-Review Service Levels.

-Preparation of employee continuing learning modules

-Continuously balance competing priorities and multiple responsibilities. Client Account Representative

John Hancock-Manulife Financial 2010-2012

-Provide high-quality service to a block of clients by responding effectively to questions, issues and problems.

-Resolve or negotiate “win-win” solutions to client issues directly or by consulting with appropriate resources.

-Provide quality client administration by processing all standard financial transactions.

-Proactively contact clients with complex information by delivering it at a level appropriate to the listener.

-Leader of call campaign by motivating peers in order to meet the team and department goal. Customer Service Representative, Wealth Management 2009-2010 Manulife Financial

-Handling inbound calls from advisors and clients regarding account questions.

-Provide support to colleagues with difficult situations that can lead to client escalations.

-Managing customer complaints by following the proper procedure and follow up as required.

-Research of escalated cases in order to provide well informed solutions.

-Maintaining high performance targets.

-Following up with customers in regards of their cases. Customer Service Representative- Administration Officer We Create Inc. 2007-2009

-Play a pivotal role in helping customers understand the use, advantages, and capabilities of the company’s products through user documentation, training, and online help.

-Responsible for the effective writing and maintenance of training documentation for customers.

-Provide customer support to new and existing customers.

-Schedule meeting sessions with clients for training.

-Management of content editor for websites.

-Ensure deadlines are met and procedures accomplished.

-Prepare periodic and special reports.

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