1. GENNA SERPICO
8 Blackthorn Place NE ♦ Calgary AB, T2K-4Y3 ♦ T: 403.519.8747 ♦ E: genna.serpico@directenergy.com
CLIENT SERVICE | PAYROLL | OPERATIONS
Goal-driven and accomplished professional with 10+ years of experience. Increasing responsibility in client service,
payroll and business operations. Demonstrated track record of success with managing daily operations, providing
exceptional service to clients, building and developing relationships with clients, driving brand awareness and exceeding
company goals and targets.
Excellent leadership, communication and interpersonal skills, with the ability to excel in high-pressure, challenging,
deadline-driven environments.
Core Strengths Include:
PROFESSIONAL EXPERIENCE
Service & Accounts Coordinator
June 2010 - Present
Direct Energy Home Services Alberta, Calgary AB
♦ PAYROLL & ACCOUNTING: Manage payroll for a staff of 30 employees in various service roles. Accurately apply credit
card payments to client accounts. Take deposits of cash or cheque. Regularly run reports to calculate outstanding
payments. Create and maintain spreadsheets for spiffs for the technicians.
♦ CLIENT SERVICE & COMMUNICATION: Manage inbound calls, working with the client to determine and solve their
needs. Provide outbound calls, booking quotes, installations and other appointments in a professional and service-
oriented manner. Consistently look for ways to go above and beyond to ensure a positive client experience.
Work with clients and management to resolve any discrepancies. Built and develop relationships with new clients and
maintain relationships with regular clientele.
♦ ADMINISTRATION: Answering phones, booking appointments, copying, scanning, data entry, banking deposits,
emails, faxes, outgoing and incoming mail, and computer skills. Part takes in all education classes granted by the
company.
Co-Manager & Licensed Hair Stylist May 2000 – Present
Gennaro’s Hair Salon, Calgary AB
CLIENT SERVICE
 Written & Oral Communication
 Leadership & Organization
 Efficiency & Process Improvements
 Detail & Deadline Driven
 Full administration services in a
business/office setting for 10 plus
years
PAYROLL
 Payroll for 30+ staff
 Analysis & Reporting
 Microsoft Excel Skill
 Cash & Credit Transactions
 Always in communication with
HR for employee needs
OPERATIONS
 Daily Business Operations
 Supply Management
 Troubleshoot &
Management of Issues
 Dispatching over 20 tech’s
 Customer Services rep.
 Collections and follow ups
to outstanding accounts

2. GENNA SERPICO
Page 2 ♦ T: 403.519.8747 ♦ E: genna.serpico@directenergy.com
♦ CLIENT SERVICE & COMMUNICATION: Represent the brand as the first person to greet clients when arriving at
salon. Ensure all clients are provided with excellent customer service. Answer all questions about products and
services. Receive, escalate and transfer client service calls.
♦ OPERATIONS: Manage store openings and closings, answer calls, book appointments, maintain schedule, check
customers in and out. Ensure the salon is always neat and tidy and manage daily store tasks.
♦ PAYROLL & ACCOUNTING: Manage shipping, receiving, inventory, supply order and pick-up, cash management and
daily transactions.
♦ HAIR-STYLIST: Developed a large clientele; specialize in cutting, coloring, styling and hair extensions. Extensive
experience with root colors, blow dry’s, waxing, pedicures, manicures, waxing, make-up and color correction.
PROFESSIONAL EXPERIENCE, CONTINUED
Security Systems Clerk May 2007- June 2010
FMC, PLC, ACH, RGH, RRTC Hospitals, Calgary AB
♦ CLIENT SERVICE & COMMUNICATION: Received, managed and escalated client service calls. Provided and
distributed pictures and ID badges to all hospital employees, students and contractors. Answered all emails providing
answers to questions and concerns in relation to security and accessing departments. Maintained a high level of
client service and satisfaction. Knowledge of E- people and people soft through AHS and Medical Terminology.
♦ SECURITY MANAGEMENT: Worked with security systems within AHS to provide access to all staff, contractors,
residents, students, university students, volunteers and others that enter the boundaries of all hospital premises in
Calgary and various locations in Alberta. Worked with the Ameg database. Created Excel spreadsheets for
organization of daily distribution.
EDUCATION & CERTIFICATION
Apprentice Program, Red Seal June 2008
Calgary, Alberta
♦ Achieved Red Seal Certification which is recognized to work as a hair stylist anywhere in the world
Goldwell Color Knowledge Certificate April 2008
Calgary, Alberta
Alberta High School Diploma January 2003
Calgary, Alberta
Apprentice Program, Hair Styling License December 2002
Calgary, Alberta
♦ Achieved Hair Styling License through the Minister of Advanced Education & Technology, AB Government