Natalie Cannova
Customer satisfaction specialist
Port Charlotte,FL
Summary
Experienced Customer Care Specialist and Trainer Over 25 years of experience in the telecom, travel, medical, information technology and corporate training & development industries, in both large corporate and small non-profit environments. Caused large and small groups to achieve their goals both monetarily and within their mission. Experienced in face-to-face interactions with customers and management, resulting in excellent relations between both ends of the equation. Looking for opportunities in an organization that desires to motivate their associates, evolve their processes/workflows to a changing workplace, and excite as well as educate their customers. Agile and adaptable staff leader with stellar work history, motivational approach and upbeat nature. Skilled at training employees and leveraging organized approaches to handle daily planning, scheduling and customer service requirements. Forward-thinking and industrious with diplomatic communication style focused on maximizing engagement and satisfaction.
Overview
18
18
years of professional experience
1
1
Language
Work History
Floor Supervisor and Wellness Associate
Ilera Healthcare
03.2020 - 09.2020
- Opening and closing the building daily ensuring all regulated materials are locked away
- Work with patients to discuss their medicine, as well as help teach or de-stigmatize the medication for some patients
- Responsible for point of sale transactions
- Responsible for counting and accounting for all cash at the end of each evening, including preparing the bank slips
- Running Sales and Inventory Reports, Daily closing numbers and various other reports used during the workweek
- Entered inventory into MJ Freeway and Blackbird and was responsible for ensuring that online and in store menu is up to date, accurate and that the dispensary is always fully stocked and clean.
- Enhanced customer satisfaction by effectively managing floor operations and addressing concerns promptly.
- Ensured store cleanliness and safety with consistent inspections and proactive maintenance tasks.
- Managed inventory levels to minimize stock discrepancies, conducting routine audits and adjusting orders accordingly.
- Resolved conflicts among staff members diplomatically, maintaining a harmonious working environment conducive to productivity.
- Monitored employee adherence to company guidelines regarding dress code, punctuality, and workplace conduct for consistency across the team.
Designated Introduction Leader
Landmark Worldwide
01.2011 - 01.2018
- Introduction Leader for the New Jersey Landmark Center
- Led personal and professional introductions to the Landmark forum for 3 years registering over 130 people into the program generating approximately $130,000 in revenue for the company
- Classroom Leader - Led 6 courses over 3 years, composed of 15-25 participants, in a 40 week program, twice a year
- Had the highest global performance in guests, registrations and class retention, generating approximately $394,900 for Landmark Worldwide.
- Led cross-functional teams to achieve company-wide goals, fostering a culture of collaboration and innovation.
- Championed change initiatives, successfully navigating teams through periods of transition while maintaining morale and engagement levels.
- Cultivated strong relationships with stakeholders, improving overall satisfaction and trust in leadership capabilities.
- Directed high-impact projects from conception to completion, consistently delivering on time and within budget constraints.
Board Member and Veterinary Technician
Common Sense for Animals
01.2007 - 01.2014
- Ensured facility remained in compliance with shelter occupancy laws as well as state and federal regulations
- Organized and marketed several fundraisers, raising approximately $25,000 annually for the shelter
- Developed strategies for customer and community relations
- Maintained operational activities around routine exams and surgeries
- Assisted in numerous surgeries on both large and small animals.
Global Technical Support Specialist
Pfizer
01.2005 - 01.2006
- Responded to remote access calls and inquiries from executives traveling globally
- Resolved data or connectivity issues as well as make necessary SQL changes and document/track all reported issues.
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
- Enhanced team productivity by streamlining troubleshooting processes for faster issue resolution.
- Reduced response time with effective communication skills, ensuring customers received prompt assistance.
- Developed comprehensive knowledge of company''s products and services to provide accurate solutions to client inquiries.
- Managed high-volume ticket queues while maintaining exceptional levels of customer service and satisfaction.
- Provided remote support for a wide range of software and hardware issues, maintaining strong customer relationships.
- Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.
- Documented all client interactions thoroughly in the incident management system, allowing for efficient tracking of recurring issues and trends.
- Escalated critical incidents requiring specialized expertise to appropriate departments, facilitating swift resolutions.
- Delivered customized solutions tailored to clients'' unique needs using advanced problem-solving techniques.
- Achieved high first-call resolution rates through diligent troubleshooting efforts and comprehensive product understanding.
- Walked individuals through basic troubleshooting tasks.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Documented support interactions for future reference.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Explained technical information in clear terms to promote better understanding for non-technical users.
Helpdesk Technician and Database Developer
StayInFront
01.2003 - 01.2005
- Responded to calls from pharmaceutical sales reps in the field experiencing data issues, documented known issues and fixes, and coded in SQL to correct the error
- Led a 3 day training for a team of 45 regional sales representatives on how to use their new CRM (customer relationship management) tablet and software.
- Enhanced equipment performance by conducting regular maintenance and troubleshooting tasks.
- Reduced downtime for machines through proactive identification and resolution of technical issues.
- Increased customer satisfaction with prompt and knowledgeable support for various technical issues
- Optimized system performance through thorough testing, analysis, and adjustments as needed.
- Trained new technicians on standard operating procedures, ensuring consistency across the team.
- Completed complex repairs quickly by leveraging strong diagnostic skills and attention to detail.
- Conducted root cause analyses for recurring technical issues, resulting in long-term solutions that minimized future disruptions.
- Served as a reliable point of contact for customers experiencing technical difficulties with their products or systems.
- Performed troubleshooting and diagnosis on malfunctioning equipment.
- Maintained compliance with regulatory standards and safety requirements.
- Applied critical thinking and research to address complex issues.
- Tested components and systems to evaluate performance and identify concerns.
Education
Bachelor of Science - Software Engineering -
University of Phoenix
01.2008
Political Science -
Montclair State University
01.1998
Social Work and Philosophy -
Cedar Crest College
01.1996
Skills
- Microsoft Office, Google Office, various ordering and supply systems (Avimark as an example), fluent in Italian(northern dialects), HTML, XML, JavaScript, Java, C, SQL, Oracle, Blackbird, MJ Freeway
- Customer Satisfaction
- Operations Oversight
- POS Systems Operations
- Operations Management
- Quality Controls
- Team Leadership
- Staff Coaching
- Team Supervision
- Customer Relations
- Performance Coaching
- Employee Development
- Customer Service
- Effective Communication
- Team Building
- Critical Thinking
- Product Knowledge
- Adaptability
- Staff Training
- Problem Solving
- Attention to Detail
- Time Management
- Conflict Resolution
- Leadership Abilities
- Quality Control
- Employee Motivation
- Task Delegation
- Stress Management
- Decision Making
- Interpersonal Skills
- Sound Judgment
- Decision-Making
- Positive Attitude
- Computer Skills
- Mentoring and Training
- Word Processing
- Basic Mathematics
- Staff Management
Accomplishments
- Collaborated with team of 400 in the development of Introduction Leaders.
References
- Michael Idenden, 908-812-0147
- Schari Mangano, 973-699-3443
Training
- Landmark Worldwide - Completed the Landmark forum, Advanced course, Self-expression and leadership program, Communication: access to power, Communication: the power to create and the Introduction Leaders Program, all professional training and development programs
- Gratitude Training - Completed 9 month, 3 module leadership and development training
- Worked with a team of 18 people to create, design, market and produce a sustainable positive community impact project called Play In Peace
- The curriculum designed for this program, Play in Peace, has been adopted by numerous schools and youth centers in NC, NYC, IN and CA
- Trainer Designs Global - Created an ontological/experiential life training program as well as delivered the materials to several groups ranging from 8-35 members
- Created a business plan to sell and/or train the material
- Cannabis Community College - Completed Cultivation 101, Production 101 and Dispensary 101 courses
- PA DOH - Complete Mandatory training by state DOH for employment in the cannabis industry
Affiliations
- Landmark
Languages
Italian
Limited Working
Quote
Whether you think you can or whether you think you can’t, you’re right!
Henry Ford
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimePart TimeWork Location
RemoteImportant To Me
Company CultureWork-life balanceHealthcare benefitsPaid time offCareer advancementPaid sick leave401k matchWork from home optionPersonal development programsTimeline
Floor Supervisor and Wellness Associate
Ilera Healthcare
03.2020 - 09.2020
Designated Introduction Leader
Landmark Worldwide
01.2011 - 01.2018
Board Member and Veterinary Technician
Common Sense for Animals
01.2007 - 01.2014
Global Technical Support Specialist
Pfizer
01.2005 - 01.2006
Helpdesk Technician and Database Developer
StayInFront
01.2003 - 01.2005
Bachelor of Science - Software Engineering -
University of Phoenix
Political Science -
Montclair State University
Social Work and Philosophy -
Cedar Crest College
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