Marisa Massari

Experience

• 

  Fasa Friction Laboratories

  Jan 1998 - Jan 2001

  Accounts Payable
• 

  Les Ceramiques Royal

  Jan 2001 - Jan 2007

  Reception/Accounts Receivable
• 

  Bombardier Aerospace

  Jun 2007 - Mar 2019

  ● Provide internal and external customers with exceptional customer service and support in a world class training environment● Provide administrative support to BAT training activities● Assist in operation of the Customer Service Reception desk and Resource Centre● Produce statistical and presentation data weekly, monthly, and quarterly● Prepare confirmation packages and invitation letters● Provide on-site concierge service for customers ● Prepare weekly advisory listings, scheduling reports, and training registration forms● Solicit and maintain relations with area hotels and industry vendors to increase sponsorship for weekly customer events● Coordinate plant tours● Prepare correspondence for mass mailings● Coordinate display of Bombardier marketing data and tourist information Show less

  • Lead Training eServices Cordinator

    May 2009 - Mar 2019

  • Customer Relations Agent

    Feb 2008 - May 2009

  • Administrative Assistance

    Jun 2007 - Feb 2008
• 

  CAE

  Mar 2019 - now

  As an Account Manager for Bombardier accounts, I am accountable for all bookings related to client retention and wallet share. I take pride in owning the client experience and acting as a vital link between Sales, Operations, Customer Service, Regulatory, and Records. My role involves quickly responding to booking requests with accurate and detailed information that aligns with our customers' preferences. I ensure that bookings are entered correctly into the system and follow up with clients regarding any pre-training changes or concerns.I focus on overcoming client objections and creating new revenue opportunities by generating leads for our Regional Sales Managers (RSMs) to follow up on. My determined and independent efforts help me achieve our monthly, quarterly, and annual revenue targets for Bombardier accounts.I communicate continuously with Bombardier to develop strong relationships and check in with pilots or training directors after training to gather immediate feedback and secure future bookings. I advise customers on upcoming training opportunities and educate them on CAE offerings, highlighting upsell opportunities with each booking.Supporting sales activities is key to my role, and I work closely with Sales Management and Bombardier as a subject matter expert. I provide guidance on suggested courses, training availability, and platform-specific knowledge.Building and maintaining client relationships is essential, and I act as a trusted training advisor for decision-makers while arranging their scheduling needs. I also resolve customer concerns, serving as the first line of response for pre and post-training issues. I independently seek solutions and advocate for our clients throughout the company, escalating concerns when necessary and ensuring they are resolved.I make it a priority to ensure all reporting, booking, and CRM entries are completed accurately and on time. Show less Responsible for executing specific training program design related activities during the training program execution life cycle. As a Project Manager, my main function is to oversee the execution of projects for Training Design team and for the broader Civil Global Training Organization as required by the business leaders. This oversight will extend to controlling the training program design progress and performance, financials and schedule, analysis, reporting and closure. As an Analyst, I support both local and global training program management and business operations by designing processes, gathering data from relevant tools, reporting, evaluating, and forecasting performance and early warning indicators for different programs. This includes Operational Evaluations within different businesses (BAT, HAT, CAT, FTO, AAM) enabling management decision making. Show less ● Perform monthly financial analysis, profiling, and support project review cycles● Identify discrepancies and evaluate impact● Evaluate cost/schedule performance KPI● Implement changes and manage data and systems in conjunction with Finance to project finances ● Support local and global business operations/project management processes, and continuous improvement initiatives● Perform analysis requirements at all levels of project, program, portfolio, and business operation control management● Liaise with customers and all internal organizations and subcontractors● Actively participate in project authorization process● Support coordination and documentation of governance meetings● Support risk tracking system● Work with stakeholders to define business requirements for reporting in support of business/program management and processes and enhancements Show less ● Primary contact for all clients ensuring consistent, world-class customer support and satisfaction● Manage daily sales requests and process orders● Establish new business opportunities and determine optimal sales strategies by evaluating report results and competitive analysis● Recommend changes in product offerings, services, and policies by evaluating results and competitive analysis● Assist in negotiations for stakeholder agreements as Lead Focal● Compile and maintain records on area and customer sales● Identify, plan, and execute key operational improvements to enhance end-to-end customer experience ● Work with subject matter experts, instructional designers, and publication editors during the design, development, and implementation stages of new training programs● Implement and effectively communicate processes and procedures to meet needs of stakeholders and clients● Create, adapt, propose and implement continual business process improvements ● Demonstrate, develop, implement, and sustain a high-performance, service-centered culture consistent with strategic direction Show less

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