PATRICIA ALONSOResults-focused experienced professional, dedicated to providing excellent customer service and making

procedural improvements. Applies strong analytical and critical thinking skills to solve complexoperational problems. Very organized and diligent, with strong leadership and relationship-building skills.

WORK EXPERIENCENational CustomerService Manager

11/2015 - present

Levitt-Safety Limited, Oakville, ON

Supervise the day-to-day operations ofCustomer Service Team.Conduct reviews, coach, mentor and resolveperformance issues.Work closely with Inside/Outside SalesTeams to achieve business goals.Develop Concierge Customer Serviceprogram for High Pro�table Customers.Lead, develop and execute processimprovement initiatives nationally.E-Commerce: assist in content developmentand improvement projects.Develop process map/documents forCustomer Service Ops across Canada.Salesforce SME. Conduct audits, ensureconsistency/compliance. Collaborate withSalesforce to improve our portal. Developtraining material for Levitt Canada.

Supervisor, Client andVehicle Services

03/2013 – 10/2015

Element Fleet Management (formerly PHHArval), Mississauga, ON

Manage the Licensing, Violations and FleetAdmin Teams nationally.Build a cohesive team with the ability tocross functionally align resources asrequired by the business and work�owmanagement.Manage and increase the e�ectiveness ande�ciency of CVS Teams.Develop SOP's and train Customer ServiceTeams across Canada.Collaborate with other Ops areas to createsynergies across teams, resolve servicedelivery issues and ensure operationale�ciencies.Conduct regular assessment of allemployees, provide feedback andperformance plans as needed.

Team Leader, ClientRelations

06/2012 – 02/2013

PHH Arval, Mississauga, ON

Continuous regular review and analysis of

WORK EXPERIENCEinternal/external clients' needs.Develop SOP's to drive consistency amongstthe Team and clarity for all areas.Identify ine�ciencies and makerecommendations for processimprovements. Implement new processes,showing value of change.Conduct regular assessment of allemployees, Mentor and coach sta�, makesure they understand internal processesand systems and that resources areavailable to support Team's e�orts.

Client Consultant 11/2010 – 05/2012PHH Arval, Mississauga, ON

Review/provide recommendations to client's�eet policy based on industry trends,market needs and PHH experience.Be proactive, look for growth opportunitiesand suggest process improvements thathave a positive impact to client and PHH.Take an active/ownership role for clientimplementation – including new clients andnew services to existing clients.Conduct client training on PHHsystem/processes as needed.

Strategic AccountSpecialist

01/2006 – 11/2010

GE Capital (Fleet Services), Mississauga, ON

Manage client �eet policy in an e�cient andprofessional manner to ensure complianceand integrity. Provide recommendations.Lead/manage customer service activities forthe designated portfolio (4 CSR's).Proactively identify high risk accounts anddevelop action plans.Work directly with Strategic Consulting onvehicle replacement and selectors.Proactively manage, maintain and updateStrategic Plans and review with customerson a monthly basis.Support process improvement initiativesand participate on special projects such asLean Processes and Greenbelt/BlackBeltprojects.

416-666-8254patalonso@hotmail.com

www.linkedin.com/in/patalonso

WORK EXPERIENCESenior Customer ServiceRepresentative

08/2004 – 12/2005

GE Commercial Finance (Fleet Services),Mississauga, ON

Process vehicle orders/quotes accurately.Build relationships/contact dealers forvehicle pricing.Perform �nancial and physical unit/driverchanges.Resolve all customer escalations in a timelymanner.

Licensing Coordinator 07/2002 – 07/2004GE Fleet Services, Mississauga, ON

Process payment of law enforcement�nes/TOLL bills.Investigate and identify ine�ciencies with407 invoicing. Handle all driver requests.Ensure all client billings are accurate.Review and reconcile charge-back account.

EDUCATIONBusiness Administration 1994 – 1996Universidad de Belgrano, Argentina

Psychology 1997 – 2000Universidad del Salvador, Argentina

Bilingual BachelorMajored in Sciences andLetters

1993

St. Catherine's School, Argentina

OTHER TRAININGLeadership I and IICerti�cations-Levitt 2016

Transition from Sta� toSupervisor-Fred Pryor 2013

E�ective Management-PHH 2010

E�ective Communication-JUICE 2010

Appreciating PersonalityDi�erences-GE Capital 2005

Leading a Team-GE Capital 2004

OTHER TRAININGBuilding Strong CustomerRelationships-GE Capital 2003

CERTIFICATIONSSimpLean 2010GE Canada

Six Sigma/Greenbelt 2004GE Canada

Psychology/Social WorkDiploma 2001Stratford Career Institute (SCI)

LANGUAGES & TECHNICALSKILLSEnglish FullSpanish Native

Microsoft O�ce Suite,Salesforce FullAdobe, Oracle,Business Objects Professional

VOLUNTEERINGDriver 06/2016Canadian Cancer Society-Wheels for Hope,Toronto & GTA, ON, Canada

Drive cancer patients to attend medicalappointments/treatments.

Reading Coach 10/2008 – 05/2010St. Teresa of Avila School, Mississauga, Canada

Read and play reading-related games withGrade 1/2 students.

HOBBIES

Travel

Car Rides

gBeach

jMovies

MReading

Son's Football