Customer service
Resume:
Ana Lemus
***************@*****.***
OBJECTIVE:
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.
CORE COMPETENCIES:
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
PROFESSIONAL EXPERIENCE:
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
billing
•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
VOLUNTEERING EXPERIENCE
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
EDUCATION
Business Administration Program George Brown College Jan 2006- Dec 2007
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