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Network Power<100 people
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Design
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Work Background
AirbnbExecutive Escalation
May. 2022 - Nov. 2023Montreal, Quebec, Canada•Handled highly sensitive and confidential cases involving e-Staff and other key stakeholders, along with around the clock execution meeting expected SLAs.
•Delivered a superior community experience for all executive cases, including, but not limited to, collaborating with other teams, navigating ambiguous situations, and breaking down silos to resolve issues in a timely manner.
•Handled NPS service recovery cases where the initial user experience has been poor.
•Mastered and maintained knowledge of company policies and procedures inside and out, being an expert in our Community Support and brand risk topics.
•Supported the Escalations team by providing input for Shared Services to ensure service integrity and continuous improvement.
Symak SalesCustomer Service Manager
Dec. 2021 - May. 2022Montreal, Quebec, CanadaTrained, managed and motivated employees to promote professional skill development
• Forecasted sales, allocated resources and managed labor to improve productivity metrics
• Identified client business and operational needs and introduced services to provide solutions
• Accurately managed shipment processing, providing direction to associates and overseeing inventory activities
• Facilitated buying process by providing customers with value proposition for products and services while promoting Symak brand
• Fostered strong relationships with potential customers and suppliers by conducting and maintaining communication.
Kitco Metals Inc.Sales Professional
Dec. 2019 - Nov. 2021Montreal, Quebec, Canada• Drove team revenue totals by bringing in over $3 Million in sales
• Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas
• Helped customer's by dispatching their orders to the right team and insured delivery of product was successful
• Worked closely with personal clients to get their investment's handled properly and providing the accurate information needed for a customer to choose wisely which direction he wants to go
• Maintained KYC protocol with customer's at all time to ensure all information are kept secured and preventing fraud attempts
• All problematic and issues with lost or stolen goods were handled by our team also we ensured the customer is not worried because of the value of it's contents.
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