1. Maryann Pereira
maryann-pereira@hotmail.ca
21 Vezna Cres, Brampton, Ontario, L6X 5K5
Cell: 416 822 1281
SUMMARY
 Working in a busy call center environment handling high call volumes of about 100 to 150
incoming calls per day. Escalated service and supply concerns, Billing and account.
Submitted requests to the proper department to prevent re-occurring issues and
recommend improvements in the process and procedure.
SKILLS
 Customer service
 Relationship building
 Complaint Procedures
 Positive language
 Telephone techniques
 Effective questioning
 Managing objections
 Customer satisfaction
 Web chatting
PERSONAL
 Listening skills
 Customer engagement
 Working with others
 Body language
 Pro-active
 Self-disciplined
 Articulate Tenacious
EDUCATION
GRADUATE Karachi University
----------------------------------------------------------------------------------------------------------
WORK EXPERENCE
Pitney Bowes@ Microsoft, Mississauga 2005-2008
Customer Service Associate/Assistant Supervisor
Job Responsibilities:
~ Responsiblefor managingand overseeingcustomer issuesin person or via telephone
anddirecting themto the right department.
~ Providingefficient and effective service to customersby greeting and assisting
individualneeds of the customer.
~ Assistingin entering daily record in trackingsheets andfollow up onreports.
~ Managefront Receptionist.
~ Managingstaff and assigningdutiesto staff members.
~ Training new staff membersand follow-upwith staff to ensure dutiesare being carried
outefficiently at the end of the day.
Coca-Cola Bottling, Brampton 2008-2010
InsideSales Representative

2. Job Responsibilities:
~ Highly experienced in customerservice andaccount management.
~ Makingat least 250 outboundsalescalls each day toexisting customers.
~ Responsiblefor a large numberof ‘high priorities’ accounts.
~ Selling new productsandservices.
~ Handling multipleaccounts, trouble shootingcustomerissueson a daily basis.
~ Increase revenue within assignedterritories base.
~ Identifying prospects, qualifying, negotiatingandclosing sales with customers.
~ Training new employees oncall center managementskills inboundandoutbound.
Konica Minolta Mississauga 2010 to Date
Job Responsibilities:
~ Team Leader for Atlantic, updating the mangers with the queue of closings.
~ Monitorpersonneland/or equipmentlocationsandutilization in order to coordinate
service and schedules.
~ Prepared andperformed service calls for photocopiers, fax machines, and printers
~ Receive andinput all toner request from customers
~ Maintainconstantcommunicationwithfield supervisorand techniciansto ensure quality
service
~ Follow up with customersandtechnicians to ensure SLA’sare met
~ Organizedand maintaineda clean work environment
~ Follow up andcommunicatewith specific departmentfor resolutionof complex problem
~ Completedcall closings at the end of every month
~ Listen, understand, andrespondtocustomerinquiries efficiently
--------------------------------------------------------------------------------------------------------
COMPUTER SKILLS
~ MS Word 95-97, 2000, XP
~ MS Power Point 95-97
~ MS Excel 07
~ Internet – E-mailing
~ Outlook
~ Microsoft Dynamics Great Plains
~ SAP
References Available on request.