Maia Dehar

• Dedicated customer service professional with experience supporting clients in the timber and building materials sector.
• Managed numerous email inboxes, as well as phone calls, and in-person representation for clients.
• Responded to customer requests for products and services.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Developed product quotations for a new and existing customer base.
• Provided assistance to the sales representatives.
• Computed and created purchase orders for purchased products.
• Identification of order complications and errors for rectification.
• Maintained numerous Excel sheets for tracking multiple departmental items, inclusive of estimating errors, updated lead times on products, and site manager details.
• Continuous stakeholder management, both external and internal.
• Coordinated with clients, site managers, and internal teams to adjust schedules, manage last-minute changes, and ensure the delivery of the product.
• Managed large volumes of complex orders, anywhere between 30 - 100+ daily and processed them efficiently to meet company KPIs, as well as customer needs.
• Demonstrated strong multitasking abilities by juggling numerous tasks simultaneously, without sacrificing quality.
• Liaised with the internal international team for continuous improvement of knowledge and systems.
• Organized products for in-office pickups and postage needs of customers.
• Completed warranty and service-related tasks for customer needs.
• Processed credit forms for internal mistakes, supplier errors, and product damage.
• Liaised with the external supplier for product details, quotations, lead times, and overall improvement issues.
• Created organized filing system to manage department documents.
• Investigation of customer complications and internal issues to identify the cause of the problem and work towards a resolution for customer satisfaction.
• Proficient in multitasking and utilizing multiple computer systems to manage a daily workload.

Subject Matter Expert - Front of House tasks

• Use of the telephony system, i.e., Genesys, for incoming and outgoing calls, and administrative work for KPIs. High intake call environment of 20 - 80 calls per day.
• Responsible for coaching agents and leading on- and off-site customer support training for new members.
• Reviewed, managed, and completed survey response investigations for negative results.
• Orchestrated encouragement and engagement biweekly emails to improve engagement among agents.
• Maintained healthy staff morale by creating a fun, educational environment, with a high level of employee engagement.
• Created Excel sheets for reporting periods.
• Handled customer inquiries, escalations, answered questions, and resolved problems in a timely manner.
• Kept accurate records of all interactions, including customer names, addresses, and phone numbers, across numerous systems for future calls.
• Supervised a team of 7 to 9 agents, aided in their training, and ensured that customer service standards were met while the team lead was away.
• Responded to a large number of calls related to product and service inquiries (e.g., general inquiries, service order follow-ups, etc.).
• System testing for new systems to be deployed internally.

Subject Matter Expert/Technical Trainer - Back of House tasks

• Managed and organized company inboxes, ensuring KPIs are being met.
• Delegated workloads and assisting management team to drive for success.
• Analyzed and responded to inbound emails from electricians, builders, retailers and customers.
• Drafted and sent outbound emails for queries and service order related works.
• Attended and hosted meetings for KPI reports, training sessions and well-being checks.
• Received multiple company awards for high performance and exceeding expectations.
• Headed training for life support updates and refresher training for call centre agents.
• Assisted and coordinated backlog removal for the back of house network connections department.

Enquiries and Complaints Specialist tasks

• Ticket creation for enquiries and complaints
• Maintained records of general customer service data as well as customer complaints and results using SAP Cloud - FUSE.
• Conferred with customers by telephone or by email to provide information about services and applications.
• Referred unresolved customer grievances to the correct higher department for further investigation.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Engaged in conversation with customers to understand needs, resolve issues and answer application/services questions.
• Updated databases with new and modified customer data.
• Analyzed customer complaints and service trends to identify and correct systematic issues.

• Creation of company processes and procedures.
• Re-formatting and organizing of legal permits for contractors and visitors.
• Coordinated company events for team engagement.
• Adhered to filing system and streamlined contractor access.
• Creation and processing of POs for vendors.
• Provide consistent assistance to critical facilities manager onsite and remote.
• Documenting meetings by taking and filing minutes.
• Managed inventory levels to ensure availability of products while minimizing stock-outs and excess inventory.
• Performed physical inventory counts to ensure accurate stock levels.
• Maintained records of new staff onboarding and training
• Close engagement with clients, ensuring strong relationships are created.
• Forecasting of billing for future month.

• Prepared healthy meals for local clientele
• Created branding
• Social media advertising
• Trained staff - staff of 2
• Packaged and delivered meals
• Ran website and marketing
• Created menu plans
• Dealt with customer inquiries.

• Re-stocked kitchen supplies and preparing lists of food products for delivery
• Entered orders in the restaurant system so that they can be passed on to the kitchen staff
• Prepared all garnishments, proper glassware, and bar service essentials for the evening
• Performed all duties while working within a fast-paced team environment
• Stocked inventory, cleaned and set-up lines, organized team positions, and performed other various morning tasks to open shop for the day
• Prepared beverages for staff, clients and others
• Made sure that the kitchen is spotless and clean at the end of the working day
• Helped to recruit, induct and on board new team members
• Ensured that the kitchen and service areas meet hygienic and safety standards
• Poured and served drinks for patrons
• Handled complaints from customers
• Interacted with guests and engaging them in casual conversation
• Completed all cash or credit card transactions.

• Provided customer service and was involved in training new hires
• Followed procedures for safe food preparation, assembly, and presentation
• Offered strong customer service skills, keeping customers satisfied and correcting previous bad experience & ensuring customer's return
• Maintained a clean and safe work environment, ensuring all health and safety checks were completed
• Maintained high standards of customer service during high-volume, fast-paced operations
• Mastered point-of-service (POS) computer system for automated order taking
• Handled currency and credit transactions efficiently
• Assisted management with inventory control and stock ordering
• Ensured workplace was up to industry standard by completing cleaning checks, temperatures of raw and cooked food and dress code checks for employees
• Performed miscellaneous job-related duties as assigned
• Attended to day-to-day problems and needs concerning equipment and food supplies; detects and ensures disposition of spoiled or unattractive food, defective supplies/equipment, and/or other unusual conditions
• Managed daily team up to 8-10 staff on shift
• Effectively managing KPIs and service levels.

• Greeted in a professional manner any visitors who come to the reception desk
• Arranged the office equipment in the most productive way possible
• Dealt with any enquiries or requests for information quickly and efficiently
• Filed paperwork and administrative records in the correct place
• Mapped out routes and directions for incoming guests.

• Ensured the highest Health & Safety standards are followed throughout the cafe
• Cleaned and tidied dining rooms so they are ready for food service
• Complied with all company hazard analysis and food safety policies
• Completed telephone orders
• Processed cash/card transactions properly
• Assisted with the preparation of food
• Offered guests refreshments, desserts, teas and coffee
• Assisted with the preparation of food for presentation.