Open to opportunities

Elena Serra

@elenaserra

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Experienced Account Manager with a background in psychology.

Canada

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What I'm looking for

I am looking for a role that allows me to leverage my customer service and psychological insights to enhance client experiences and drive team success.

As a retired psychotherapist and a dedicated Customer Service Manager and Account Manager with extensive experience, I have successfully led teams and implemented strategies that significantly improve operational efficiency. My time at Unilever and Empowering Psychotherapy has equipped me with a unique blend of skills in customer service and psychotherapy, allowing me to understand and address client needs effectively.

Throughout my career, I have been recognized for my ability to identify opportunities for improvement and implement cross-departmental changes. My initiatives have resulted in an 80% reduction in manual order entry work, freeing up resources for more critical client problem-solving. I pride myself on my strong communication skills, which have been instrumental in managing escalations and fostering positive relationships with clients and colleagues alike.

Experience

Work history, roles, and key accomplishments

Founder & CEO

Empowering Psychotherapy

Jan 2021 - Present (4 years 5 months)

Founded and successfully managed a psychotherapy clinic, overseeing all operational aspects including expenses and sales. Utilized advanced communication and conflict-resolution skills to provide effective services and ensure client satisfaction.

Business Operations Sales Management Financial Management Psychotherapy Conflict Resolution Communication

Customer Service Manager

Unilever

Jan 2019 - Present (6 years 5 months)

Skillfully managed escalations from both Customer Service and Sales teams, presenting strategic insights in executive meetings. Identified key opportunities for improvement and implemented cross-departmental changes to enhance client retention and overall service quality.

Conflict Resolution Customer Retention Team Leadership Process Improvement Stakeholder Management

Supply Chain Specialist

Unilever

Jan 2017 - Present (8 years 5 months)

Contributed to significant improvements in on-time and order fulfillment metrics for the Customer Service team. Collaborated with the Sales department to develop effective sales improvement strategies, earning recognition from the Director of Sales for North America.

Sales Strategy Performance Metrics Stakeholder Management

Customer Service Analyst

Unilever

Jan 2012 - Present (13 years 5 months)

Devised and implemented order entry automation, saving 80% of manual work and freeing resources for client problem-solving. Improved on-time and delivery metrics by tracking carriers and maintained strong relationships with Sales, Logistics, and clients.

SAP Excel Order Management Logistics Coordination Process Automation Data Analysis

Education

Degrees, certifications, and relevant coursework

Yorkville University

Master of Counseling Psychology, Counseling Psychology

Completed a Master's degree focusing on counseling psychology. Gained advanced insight into communication, motivation, and human behavior.

University of Toronto

Bachelor of Science, Psychology Specialist

Specialized in Psychology, gaining a foundational understanding of human behavior. Developed skills in managing stress, resolving conflict, and de-escalating situations.