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Customer service

Markham, ON, L3P 1L4, Canada
May 26, 2020

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Ana Lemus

** **** **. *****

Markham, ON L*P *L*



A customer service oriented and resourceful professional with extensive experience in Customer Service, Sales, Marketing and Business Administration is seeking a suitable Bookkeeping/Administrative position.


Dynamic individual with a charismatic personality

Capable of writing concise and effective documents, converting complex concepts into simply language

Sound marketing, sales, teamwork, critical thinking, problem solving, and presentation skills

Confident and persuasive presenter while conveying project content to others

Experience with managing and analyzing customer and market data

Proactive in establishing, developing and managing relationships at all levels

Ability to utilize traditional and digital social channels

Expertise in working with AXP, Salesforce, MS Office, Zoom and Skype

Competent in engaging with prospects through consultative sales process

Fluent in verbal and written Spanish


Education Program Coordinator and Office Administrator (Part time) Sept 2019–Present

D.T.W.C.T.U, Toronto

Communicating with organizations through phone calls and emails about program

Planning and executing on ideas to engage online and offline communities in conversations about current events in Canada.

Creating content consistently for program’s social media accounts

Compile reports about survey feedback on different topics

Billing Analyst Feb 2019- Aug 2019 Aviva, Markham

•Assisted Licensed Broker with reviewing any billing inquiry, adjusting bill dates, spreading

payments, adding new banking information and explaining details regarding the insurer


•Worked with Manager in creating a new onboarding training for new employees

•Answered emails from Licensed Brokers and provided information in a timely manner

•Transferred clients' calls to the proper department to meet their business needs

Ana Lemus 647-***-****

Credit Analyst Sept 2011 – Oct 2018 American Express, Toronto

•Made profitable spending decisions based on risk assessment and card member profile

•Negotiated effectively with customers, discussed alternate payment arrangements and repayment

plans for customers in financial difficulties

•Recommended cancellations, or suspended spending privileges where required, and

communicated these actions to customers

•Monitored card members’ CBR, TSR and payment history to enable spend, and detected credit bust out and fraudulent activities

Client Relations Representative Apr 2007 - Dec 2010

Bell Mobility, Toronto

Attended to telephone calls from clients in a courteous and professional manner

Investigated clients’ complaints regarding company products, services, and policies

Processed refunds, credits, and exchanges for qualifying customer accounts on returned hardware

Promoted products and services to new and existing customers and achieved highest sales volume in 3-months period

Explained the different types phone plans and cost of services offered to retain customers


Youth Director Jun 2014 - Present

Grace of God Church of the Nazarene, Toronto

Developing and planning the church youth program

Motivating and encouraging youth and kids to come together for Christian fellowship regarding issues they are going through

Participating in weekly meetings with the pastor about triumphs and the struggles of the youth and kids’ ministry

Planning, developing, and implementing all aspects of a balanced youth ministry in the areas of group building, worship, discipleship, mission, and outreach

Youth and Kids Leader Feb 2010- Jun 2014

Toronto International Celebration Church, North York

Lead and guided youth by meeting with them to listen and counsel them

Ensured effectiveness of curriculum and program in achieving the goals of the educational program from the church

Mentored youth in developing their leadership skills

Coordinated Friday and Sunday school curriculum for kids (2-12 years old) and youth (Grade 6-12) with the Youth Pastor


Business Administration Program George Brown College Jan 2006- Dec 2007

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