Management & customer service excellence specialist
Resume:
Anastasia Panayotou
Executive customer care specialist
Montréal, QC
******************@*******.***
To obtain a long-term career in Executive Customer Care Relations and Business Development
Work Experience
On-Site operations manager
Lexmark - Montréal, QC
April 2019 to Present
Continually monitoring existing customer service levels Provide reporting metrics and tracking data as required to fulfill SLA’S.
Work with operations team to document and analyze current practices as well as implementing processes for managing core business activities. Analyze current practices and workflow to define customer operation requirements.
Recommend and implement processes for development of strengthening relationship with customer, techniques to improve productivity and increase efficiencies. Coordinate support for improved service diagnostics. Contribute to weekly and monthly status meetings by providing accurate updates on project status. Develop and strengthen relationship with customer. Conduct Train-the-trainer and end user training as necessary; coordinate support for improved service diagnostics.
Account Manager
Arconas
January 2019 to April 2019
Actively Promote and sell Arconas' full range of products in designated accounts in Canada, USA & Latin America.
• Accountable to improve overall sales performance and maintain strong relationships with key customers.
• Use a systematic approach to reach airports, architects/designers, contractors and work with the director of sales to develop a strategic business plan, identifying targets and measure in customer satisfaction.
• Develop targeted sales and marketing strategies to increase sales. Respond to RFP Proposals & Tenders for airports and large transportation hubs.
• Cold calling, face-to-face selling skills, time and territory management, account development strategies, professional presentations, interpersonal skills, customer service skills and negotiating.
EXPERIENCE
Assistant Manager Customer Care and Business Development of the ASQ Programme
Airports Council International
October 2016 to December 2018
Reporting directly to the Director and Deputy Director of the ASQ department. Collaborate with various internal departments of ACI.
• Ensuring and administrating high level customer care and satisfaction to the Airport Members of the Industry through day to day operational tasks and mass communications.
• Lead the implementation of key account customer engagements, managing critical successful project outcomes: on time, on budget, and outstanding customer satisfaction.
• Manage and improve customer satisfaction when in need. Engaged in the retention of airport clients.
• Communicating sales updates to all internal team members as well as communicating key operational information and deadlines to subcontractors.
• Managing customers' expectations to align scope, goals, deliverables, key performance indicators, communications, contracts, procurement documentation, budget and invoicing.
• Participating, introducing and taking initiatives on operational and functional key aspects of the ASQ Survey Programme. Develop and successfully maintain strong client relationships as a number one priority. Being involved with Marketing and Sales Department in order to build considerable proposals for current and new airport customers.
• Managing high volume contracts (internal and external) with Airport Participants for the current and upcoming Main annual survey services and optional subscriptions of the ASQ Programme as well as managing contracts that have to do with external Vendors.
• Writing up ASQ Survey contract content for the ASQ Arrivals Survey and ASQ Employee Survey while being in charge of the legal development of current and new Contracts of ACI ASQ. Working in close collaboration with external Legal Advisors.
• Answering telephones, resolving administrative inquiries and assisting with translations on procurement contractual agreements and all necessary government documentation provided to the airport.
• Offering multi-lingual support via email or webinar in order to facilitate the client's ability to feel more comfortable and to demonstrate that from my side a strong and excellent customer service is necessary to offer in order to build and successfully maintain a happy and loyal customer.
• In charge of handling the Yearly Portfolio, budget forecast and yearly expenses of the ASQ Department; monthly planning and distribution of incoming and outgoing invoices. Ensure all financial targets are prepared, met and completed. EXPERIENCE
Office Manager and Sales Support
Coast To Coast Dealer Services Dealer
October 2010 to July 2016
Involved in the general day-to-day business operations. Opening and closure of office. Insuring dealer and customer satisfaction by maintaining after sales follow ups.
• Organized office functions and oversaw daily operations with the Sales Staff. Assisting incoming demands and support of sales on a daily basis.
• Answering telephones and resolving administrative inquiries as well as monthly financial reports. Monthly invoicing (incoming and outgoing). EXPERIENCE
Dealer Support Agent
Boomerang
August 2008 to April 2009
Coordinate with various staff for operational support activities of the unit and serve as liaison between departments and operating units in the resolution of day-to-day. administrative and operational problems.
• Responsible for authorizing installation/removal of product as well as drawing up contracts & invoices as well as general servicing needs.
EXPERIENCE
Customer Service Agent
Poseidon Solutions
April 2008 to July 2008
Answer all inbound calls from customers and resolve technical problems regarding the company's current product and various services. Cooperating with other departments and co-workers to address customer inquiries in order to resolve problems while making sure paperwork and all contacts are entered in time using appropriate organizing skills. EXPERIENCE
Customer Service Agent
Les Aliments Rosehill
October 2007 to February 2008
Work simultaneously on multiple complex, critical projects, adjusting prioritization of work as required while answering all inbound calls from customers. Resolve billing disputes and collect on delinquent accounts, liaison with other departments to address customer inquiries and resolve problems.
EXPERIENCE
Secretariat of Biodiversity Assembly Meetings
International Civil Aviation Organization
September 2000 to September 2007
• Performed miscellaneous administrative duties. Served as direct point of contact for delegates and participants concerning meeting agenda. Room attendant; offering written and spoken translations to delegates as well as any other administrative tasks were needed in meetings.
• Delegated requirements, preferences, registration of delegates and their schedules in various languages. Collaborated the efforts of creative teams and outsourced printers on the conceptualization and production of printing material, from custom welcome kits to meeting agendas. EXPERIENCE
Administrative Assistant
Endodent
January 2007 to August 2007
Registering new patients and retrieving previous treatment records for existing patients. Scheduling/confirming appointments with patients. Maintaining all the financial records up-to-date and executing routine office activities. Answering phone calls and handling medical billing and claims.
EXPERIENCE
Journalist & Radio Host of Hellenic programme
CFMB
January 2000 to June 2007
Discuss Subjects of general and specialized interests with guests and call-ins during the daily radio show. Develop and translate from other languages commercial scripts and write daily international and local news or advertisements.
• Creator and host daily and weekly entertainment segments. Involved as a guest in the Italian and Spanish radio program once a week.
EXPERIENCE
Administrative assistant
MD Specialists, Westmount Square Clinic
September 2004 to June 2006
Managing high-volume of incoming phone calls, administrative tasks, appointments, scheduling, file preparation, translation of medical procedures. Explain the admission procedures to patients. Accommodating emergency cases in the day-to-day schedule. Handling medical billing and claims.Monitoring cleanliness, safety and maintenance of the clinic. EXPERIENCE
Sales associate for Ralph Lauren and Jones New York International Civil Aviation Organization
September 2000 to June 2002
Ensured that each customer receives outstanding service by providing a friendly environment, maintaining solid product knowledge and all other aspects of customer service. Assisted in floor moves, merchandising and display maintenance. Communicated customer requests to management. Participated in years-end inventory. Assisted in completing price changes within department. Education
Bachelor of Arts in Italian and Spanish Languages
Concordia University
D.E.C
Dawson College
Skills
• EXCEL (10+ years)
• MICROSOFT DYNAMICS (3 years)
• OUTLOOK (10+ years)
• POWERPOINT (10+ years)
Additional Information
COMPUTER SKILLS
• Microsoft Dynamics 365, Outlook, Excel, Word, PowerPoint PERSONAL STRENGTHS
• Strong organizational and communication skills, Determined and goal achievement oriented
• Professional, Responsible, Diligent, Attention to detail and Creative thinking with Strong regard for clients' needs
• Team-player, confident and able to demonstrate leadership skills with flexibility and able to work under pressure
Contact this candidate