Ornella Keza
Student
Calgary,Alberta
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
5
5
years of professional experience
1
1
Certification
3
3
Languages
Work History
Program Assistant Intern
Global Fund/Society For Family Health
2023.12 - 2024.03
- Prepare reports and documents;
- Research relevant topics for the Program at hand
- Provide administrative support;
- Participate in meetings and training sessions with current staff;
- Organize events;
- Perform any other assigned tasks.
- Prepared project presentations and reports to assist senior staff.
- Provided project progress updates and proposed solutions to issues.
Customer Service Representative
Teleperformance USA
Remote
2023.01 - 2024.02
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Provided primary customer support to internal and external customers.
- Responded to customer requests for products, services, and company information.
- Updated account information to maintain customer records.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
Sales Technician
Mobile Klink
2022.06 - 2023.11
- Test, diagnose, troubleshoot and repair smartphones and tablets using state of the art equipment in a while-you-wait, customer-facing environment
- Provide repair and replacement estimates for the customer
- Execute the Mobile Klinik Customer Connection Loop
- Communicate with the customer to explain technical issues in an easy to understand, helpful manner
- Provide the customer with the complete solution by offering our full range of wireless services including Cell phone post and prepaid plans
- Greet customers and answer phone calls in a professional, courteous, friendly manner
- Utilize the Point of Sale system to maintain an accurate record of customer information and real-time status of customer repairs
- Organize, receive stock and mage inventory in accordance with Company requirements
- Retained excellent client satisfaction ratings through outstanding service delivery.
- Developed and delivered engaging sales presentations to convey product benefits.
Assistant Manager
Landmark Cinemas
2021.04 - 2022.11
- Follows the direction of the General Manager
- Supports General Manager's decisions in communication with the staff
- Responsible for working in all departments and all theater job functions
- Trains and coaches team members in their specific job functions
- Assists in the preparation of administrative and special reports for the General Manager
- Effectively communicated with customers to ensure satisfaction and resolve any complaints.
- Maintained updated records of sales data, inventory levels, and customer profiles.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
brand ambassador(sales associate)
American eagle
2020.03 - 2021.12
- Greeting customers
- Operating cash registers
- Maintaining sales floor appearance
- Cross-selling products
- Directing customers to merchandise.
- Showed understanding of customer's personal style and preferences when offering product advice.
- Communicated product information with confidence and educated consumers about company.
Program Assistant Intern
Unicef
2019.06 - 2020.02
- Analyzed problems and worked with teams to develop solutions.
- Completed research, compiled data, updated spreadsheets, and produced timely reports.
- Sorted and organized files, spreadsheets, and reports.
- Assist the program manager with documentation and create and follow a clear schedule.
- Engage with the citizens of rural DRC and teach them about the dangers of Cholera and the importance of cleanliness as well as family planning.
- Coordinate and watch over the distribution of personal hygiene material. Keep a clear line of communication between myself and the program manager.
Education
Human Resource Management - Business Management
SAIT
Calgary05.2026
Skills
TeamworkAdaptabilityOrganizationFlexibilityProblem Solving Abilities
Meeting Coordination
Data Interpretation
Telephone Etiquette
Awards And Honours
- Alexander Rutherford scholarship 2020
- Honours 2020
- Graduated Highschool with Summa Cum Laude
- Horatio Alger Canadian Scholarships 2020
Volunteer Experience
- Kid's Leader, Gospel Centre, Edmonton, 02/2018, 09/2023, Lead children educate them about Christianity and encourage them to worship, do volunteer work, and get involved in community outreach., Work with kids to create a safe and healthy environment.
- Volunteer, Mosaic Centre, Edmonton, Alberta, 02/2017, 08/2023, Meeting and greeting people coming into the mosaic center, Making the guests feel comfortable and providing further signposting support where appropriate, Process food donations, sort items, ensure they are in date, Minimize wastage and pack food ready for distribution to clients or other local organizations
Certification
Proserve
Timeline
Program Assistant Intern
Global Fund/Society For Family Health
2023.12 - 2024.03
Customer Service Representative
Teleperformance USA
2023.01 - 2024.02
Sales Technician
Mobile Klink
2022.06 - 2023.11
Proserve
2021-09
Assistant Manager
Landmark Cinemas
2021.04 - 2022.11
brand ambassador(sales associate)
American eagle
2020.03 - 2021.12
Program Assistant Intern
Unicef
2019.06 - 2020.02
Human Resource Management - Business Management
SAIT