Experience

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  College pro window cleaning

  Dec 2005 - Oct 2009

  Franchise manager

  •Managed a crew of 4-5 students, operating a seasonal window cleaning business; hired and trained staff•Facilitated learning by guiding, developing and teaching new recruits and franchisees during senior years•Provided recommendations to improve business processes to increase efficiency and enhance productivity•Executed deadlines in completing work and demonstrated fast decision making in a challenging environment•Managed multiple demands and competing priorities throughout day to day business tasks•Resolved customer concerns and complaints, increasing loyalty resulting in quality business and positive customer relations•Consistently delivered quality work to customers, achieving recommendations and referrals for future clientele Show less

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  American express

  Nov 2011 - Aug 2012

  Bilingual fraud protection specialist

  •Answered and generated fraud and credit protection alert calls in a high volume, fast paced call centre environment to ensure an acceptable level of risk

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  Honda canada inc

  Sept 2012 - Jul 2015

  Bilingual customer relations specialist

  •Negotiated with dealers to provide goodwill assistance to our loyal customers; maintaining balance between customer satisfaction and the needs of the business to retain and increase revenue•Accurately documented information and presented arguments in a convincing, influencing manner to resolve “out of the box” and “grey matter” issues and provide client satisfaction•Provided exceptional front line support for agitated and irate customers and dealers while remaining professional, calm, and rational under pressure•Responded to customers’ requests, applying sound judgement to resolve disputes and avoid escalations, maintaining clients’ relationship with our brand•Thoroughly managed customers’ cases and followed up until closure in an efficient and accurate manner•Resolved customer concerns and complaints, increasing loyalty resulting in quality business and positive customer relations Show less

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  Hyundai mobis

  Feb 2016 - Jul 2016

  Bilingual dealer support coordinator

  •Respond to dealer inquiries in a professional, timely and accurate manner•Respond to dealer parts catalogue inquiries and various parts related inquires•Maintain ongoing relationships with dealers to provide technical support as required•Provide technical customer service support for dealers on issues related to product identification, supply inquiries, catalogue requests, etc.•Action dealer returns including debits, credits, order and parts discrepancies, maintain report/log of authorization for return of parts stock•Coordinate with other departments as necessary to initiate solutions to dealer concerns•Maintain accurate records of all inquiries and processing actions•Price and track shipments, mitigate various transportation issues as required •Track supply concerns and back orders, report the outcome to the dealer •File manufacturing related claims •Promote dealer satisfaction while following policies and maintaining service level standards Show less

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  Harley-davidson motor company

  Feb 2016 - Feb 2016

  Bilingual customer relations specialist

  •Responded to inbound/outbound calls, inquiries and complaints related to Motorcycles, Parts and Accessories, General Merchandise, and website related/ ‘Harley Owners Group’ (HOG) questions•Provided translation services for unilingual management, technical lead, and warranty administrator for documents such as, warranty claims, dealer technical files, and e-mails between dealer staff and management•Worked with stakeholders to promptly and accurately resolve issues and identify communication trends•Contributed as part of a team to meet and exceed customer service quality and departmental statistical measurements•Used independent judgement and authority to authorize repairs to vehicles within or outside of the warranty period (goodwill), created unique and creative solutions when the Manufacturer’s Warranty did not apply•Provided clarification to dealers on Sales Support Programs related to Parts and Accessories and vehicles Show less

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  Yamaha motor canada ltd.

  Aug 2016 - now

  Bilingual funding contract coordinator (yamaha financial services)

  •Audit, review and process all new lease/loan contracts received; coordinate deficiencies with dealers to successfully process all contracts•Ensure all documentation requirements have been met according to policies and procedures, ensuring all information corresponds to the credit approval, the personal and financial information on the contracts are accurate and that the lease/loan follows the current program parameters•Provide exceptional front line support to dealers by professionally answering questions pertaining to documentation deficiencies, policies, procedures and programs•Coordinate funding queue workflows to ensure processing efficiency and accuracy •Liaise with Credit regarding any conditional credit approval documents required and authorize the payment to the dealer on a file that has met all requirements•Perform income verification and approval for loan applicants (i.e. T4 and T1 statements, pay stubs) to ensure they meet the necessary requirements and stipulations Show less