Lili-Jo Kassis

• Contacted and communicated with new, old and existing clients to gain feedback and customer service comments and testimonials.
• Communicate with previous clients to revitalise business relationship and secure working agreements for the future.
• Liaised between clients and technicians to organise commissioning, servicing and maintenance of our equipment and products.
• Created, distributed, monitored and pursued Service Level Agreements to Strata and building managers with job specific prices and services.
• Internally escalated and solved areas of concerns for clients, documenting accurate data to maintain strong ties and to develop new strategies to improve client satisfaction.
• Planned, prepared and actioned client incentives and gifts.

• Built client relationships and assured consistent quality by responding to enquiries and identification of defects.
• Provided excellent customer service by following up with clients, responding to emails, calls and messages in order to schedule appointments with sub-contractors to ensure timely rectifications of defects.
• Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
• Liaised between clients, strata mangers and sub-contractors.
• Provided comprehensive training to internal and off-site users to optimise systems maintenance and resolve recurring issues.
• Tested software remotely and onsite for server sets to maintain operational readiness.
• Performed data entry and completed proper paperwork including admin audits, monthly IMS reports, back-charge registers and defect reports.
• Inspected job sites and completed in-depth reports outlining safety concerns and corrective recommendations.
• Conducted safety evaluations to recommend alternate safety procedures.

• Maintained a management style that was consistent with company practices.
• Achieved recognition for contribution to store success by optimising sales targets, budgets and KPIs
• Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
• Helped with planning schedules and delegating assignments to meet coverage and service demands.
• Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
• Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
• Assessed job applications and made hiring recommendations to bring in top candidates for key vacancies.

• Answered central telephone system and directed calls accordingly.
• Maintained employee and department directories.
• Organised archive.
• Managed multiple tasks and met time-sensitive deadlines.

• Assisted customer sales and inquiries
• Maintained store and general housekeeping
• Unpacked and organised stock
• Optimised sales targets, budgets and KPIs
• Worked closely with shift manager to solve problems and handle customer concerns.
• Used POS system to process sales, returns, online orders and gift card activations.
• Balanced and organised cash register by handling cash and counting change.

• Answered phone promptly and directed incoming calls to correct offices.
• Maintained employee and department directories
• Confirmed appointments, communicated with clients and updated client records.
• Managed multiple tasks and met time-sensitive deadlines.
• Coordinated travel accommodations, agenda, and transportation for staff and out-of-town visitors.
• Organised archives

• Continuing education in International Relations

Develop a cross-cultural perspective of media production and consumption, along with communication skills valued by employers in social media, public relations and a wide range of other media sectors.

• Received distinction Grade 5 Voice and Communication examinations
• Received honours in Grade 6 & 7 Voice and Communication examinations
• Awarded Veritas Award 2018