Serena Carcasole

Current

President & Virtual Assistant at Virtual Business Solutions ON DEMAND

Past

Client Services Administrator at The Data Group of Companies
Customer Support at Danka Canada
Sales/Production Coordinator, Office Administrator & Customer Service at Image Marketing Ltd.

Customer Service Representative/Credit Resolution Representative at Staples The Business Depot Call Centre

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Education

ICS Canada
Humber College

Recommended

3 people have recommended Serena

Connections

77 connections

Industry

Marketing and Advertising

Websites

Serena Carcasole’s Summary

I have extensive experience in Customer Support, Sales, Adminsitration, Office and Managment. I am currently working on my Internet Marketing VA Certification and I just completed my 1Shoppingcart Certification and Blog Design Training. I will be working on Photoshop training once I finish my certification in Internet Marketing.

With a great team of virtual assistants on board there is no job that can not be done at VBSOnDemand!

My VA partners are:

Website and Graphic Designers,
SEO/SEM Managers
Administrative Professionals
Accountant
Bookkeepers
Paralegals
Internet Marketing VA's (Certified)
Affiliate Managers
Writers
Custom Database Designer
And more to come.

Serena Carcasole’s Specialties:

Project Management, Internet Marketing, Customer Support, Sales Support, Administrative Assitance, Promotional Marketing and Advertising, Purchasing, Consulting etc.

Serena Carcasole’s Experience

President & Virtual Assistant

Virtual Business Solutions ON DEMAND

(Consumer Services industry)

October 2007 — Present (2 years 3 months)

Virtual Assistance Offering Administration, Bookkeeping, Customer Support, Phone Support, Event Planning, HR, Desktop Publishing, Contact Mgmt, Graphic Design, Web design & Maintenance, Event Planning, Personal Assistance etc.
Client Services Administrator

The Data Group of Companies

(Printing industry)

April 2005 — October 2007 (2 years 7 months)

Client Services Administrator
Customer Service, answering calls to place orders or for customer inquiries, Process Billings and reconcile customers billing issues, Credits and rebill’s, order entry, data entry, Assistant to Sales Reps and CSR’s, filing, back up for co-workers, FQR (Field quality reports), WIP (Work in process), Destroys, Docket set ups, following up with inquires from customers and sales, Monthly/weekly/daily reports to customers/sales/management attend and schedule frequent meetings to discuss client needs and address client issues. Implementation meetings on new accounts. General Administrative duties, created a training manual for new and existing co-workers due to proficiency and organization and team work. The manual is now used through out the whole NAO (National Accounts Office) for research and training on the INFORMA/FOMACS system. Maintain and operate office equipment such as printers/ fax machines/ scanners/ computers/ telephone system etc.
Customer Support

Danka Canada

(Public Company; 1001-5000 employees; Business Supplies and Equipment industry)

November 2002 — January 2005 (2 years 3 months)

Customer Support/Inside Sales (supplier and services digital copiers, printers, fax machines and document management systems across Canada)
Assistant to Call Centre Director: Solving Customer Inquires and complaints for Call Centre Director, Inside Sales & Telemarketing to assist in raising monthly revenue goals, Cold Calls to bring back previous and new clients, Highest sales in call center and have won many contests. Creating Incentive Programs for employees and customers.
Customer Service: Inbound/Outbound Calls, Dispatch, Order Desk Data Entry, Create multiple forms/spreadsheets on computer for co-worker use, In charge of multiple large account customers, Training new & existing employees customer support software and Inbound/Outbound sales, Also assisted in creating training manual for Call Centre.
Sales/Production Coordinator, Office Administrator & Customer Service

Image Marketing Ltd.

(Marketing and Advertising industry)

November 2000 — October 2002 (2 years )

(Promotional Marketing & Printing Services)
Assistant to President and Account Manager, Customer Service, Purchasing, Sourcing Product, Cold Calls, Creating, Maintaining, Updating & Following up on Current Dockets (Orders), Sales Administration, Inside Sales, Answering telephone, Filing, meeting with clients and suppliers for upcoming promotions, updating database with new supplier and client information, Contacting couriers for pick up and delivery of product/orders. Program Administrator for Image Marketing’s largest Account Kia Canada Inc, TNT Canada and Hunter Douglas. Some Duties Included: Placing orders, Customer Service, Purchasing, Sourcing Product, Brainstorming with Account Manager for new ideas for the program, Reordering product to replenish stock and ordering product for upcoming promotions and Inside Sales. Other office duties: Accounts Receivable, Accounts payable and Payroll. Attending Trade Shows.
Customer Service Representative/Credit Resolution Representative

Staples The Business Depot Call Centre

(Public Company; 10,001 or more employees; SPLS; Retail industry)

January 1997 — November 2000 (3 years 11 months)

Customer Service Representative/Credit Resolution Representative
(Business Retail Call Centre)
Customer Service: Inbound/Outbound calls, Solving customer concerns and Issues, Adjusting customer accounts, Supervised and trained operators in the customer service, Order Desk & Credit Departments. Inside Sales (Up selling/Cross selling), Order Entry, and Data Entry. Was nominated Super Person of the phone every month. Highest Sales in most contests and won many prizes for outstanding sales. In charge of the Employee Recognition (Incentive) Committee .
Credit & Collections: Dealing with fraudulent customers, Credit Authorizations/Declines. Reception and Filing and creating manual for training Customer Service & Credit departments.

Serena Carcasole’s Education

ICS Canada

C.I.D , Interior Decorating , 2007 — 2008

Activities and Societies:

Certified Interior Decorator with honors
Humber College

Bookkeeping 1995 — 1996

Additional Information

Serena Carcasole’s Websites:

Serena Carcasole’s Interests:

Reading, Research, Decorating, Cooking and Dancing

Serena Carcasole’s Groups:

CVAC - Canadian Virtual Assistants Connection
IVAA International Virtual Assistant Association
CVAN - Canadian Virtual Assistant Network
C.I.D - Certified Interior Decorators International