Greater Kitchener-Cambridge-Waterloo Metropolitan Area
Analytical and proactive professional with 3+ years of experience in business analysis, process improvement, and customer operations. Expertise in CRM tools like Salesforce and ServiceNow, documentation management, and data-driven problem-solving. Demonstrated success in identifying inefficiencies, implementing workflow improvements, and delivering measurable results in customer satisfaction and operational efficiency.
Manage escalated customer cases, ensuring accurate documentation and timely resolution within SLA targets. Sort, prioritize, and triage customer correspondence and inquiries through Salesforce CRM. Communicate effectively with internal teams and customers to resolve issues and provide clear updates. Prepare reports, analyze patterns in escalations, and identify gaps in process documentation to improve efficiency. Achieved a 98% customer satisfaction score through effective communication and attention to detail.
Supervised a team of 10–15 employees, ensuring compliance with company policies and high-quality customer service. Managed scheduling, documentation, and reporting using Clearview software. Trained new employees in customer service and operational procedures, improving team efficiency by 15%. Demonstrated strong multitasking and prioritization skills in a fast-paced environment.
Processed and documented financial collections and customer communications in a CRM system. Managed inbound/outbound calls, explaining financial solutions and resolving account discrepancies. Ensured compliance with company policies and maintained accuracy in all documentation.
Prepared detailed process flow diagrams, dashboards, and reports to identify inefficiencies in warehouse operations. Created data visualization dashboards to support management decision-making. Collaborated cross-functionally to collect, document, and analyse business requirements.