Resume

Sign in

Manager Customer Service

Location:
Toronto, Ontario, Canada
Posted:
February 22, 2018

Contact this candidate

Resume:

** ********** ******, ******, ******* L*R *B*

289-***-**** • ac4kvl@r.postjobfree.com

VANDA SILVA

Passionate, engaged and strategic professional with hands-on experience in in-house recruitment. Act as a key member of the team influencing a clear vision for success with an aptitude to establish goals. Dedicated and passionate about leading and coaching employees through transformational change with compassion and patience. Successfully coordinate with team colleagues, foster an atmosphere of teamwork and collaboration with an emphasis performance improvement. Excel in proving unparalleled customer service and driving company sales.

AREAS OF EXPERTISE

Effective Communications

Business Relationships

Team Leadership & Adaptability

Training & Coaching

Cross-Functional Teams

Motivational Support

Conflict Mitigation

Candidates Pre-Screening

Background Check

Interviewing & Hiring

Needs Analysis

Executive Reporting

Change Management

Problem Solving & Troubleshooting

Analytical Skills

Critical Thinking

Multitasking & Prioritizing

Integrity, Humility & Mutual Respect

PROFESSIONAL BACKGROUND

URBAN BARN, WHITBY, ON 2013 – PRESENT

STORE MANAGER (MAY 2017 TO PRESENT)

Implement business strategies to expand store traffic and optimize profitability.

Meeting sales goals by product training, motivating, mentoring and providing feedback to sales staff.

Ensuring high levels of customers’ satisfaction through excellent service.

Lead, train and set sales goals for the store teams, guide and coach team members in order to maximize individual contributions.

Maintain outstanding store condition and visual merchandising standards.

Conduct personnel performance appraisals to assess training needs and build career paths.

Ensure compliance and consistent execution of all company regulations and policies.

Act as aggressive sales person with a built book of business and personally achieve 25% of the store monthly sales goals.

Started as Assistant Manager, Acted as an interim store manager twice and was offered the position of store manager.

PIER 1 IMPORTS, OSHAWA, ONTARIO 2010 – 2013

SALES LEADER

Drove all areas of the business and led teams to deliver and consistently improve sales results.

Monitored and drove a range of personal and team KPI’s within a fast-paced retail environment.

Collaborated with the Store Manager to develop and implement highly responsive strategies and improve operations, sales and profitability.

Continuously reviewed and managed team performance, trained team members on excellent customer service and championed positive customer experience.

Developed and managed staff training requirements.

SOCIAL SCIENCES AND HUMANITIES COUNCIL OF CANADA, OTTAWA, ONTARIO 2008 – 2009

APPLICATIONS PROCESSING CLERK

Received, reviewed and corrected big sets of data obtained from applications submitted to Council, consolidated appropriate information into electronic filing system.

Transferred and created applications from the SSHRC Council Web into corporate database (AMIS).

Ran validation reports to identify electronic application entry errors and corrected information to ensure appropriate transfer of applications and maintain the integrity of data in corporate database.

Identified inaccuracies in the database regarding organization and applicant’s personal information and reported these inaccuracies to the designated ISD contact.

BALGORD SOFTWARE SOLUTIONS – ACCPAC/SAGE SOFTWARE SOLUTIONS PROVIDERS, OAKVILLE, ONTARIO 2004 – 2008

HUMAN RESOURCES ADMINISTRATOR/OFFICE MANAGER

Oversaw daily activities of 11 staff, organized and coordinated projects to maximum efficiency.

Planned and coordinated office services activities including purchasing and receiving, implemented new office procedures to streamline administrative processes.

Managed office budgets and tracked expenditures, handled Accounts Receivable and Accounts Payable, administered payroll, created and implemented an Invoicing workflow.

Created and implemented the Balgord Inc. human resources policies and procedures for each position held in the company.

Recruited, selected and trained all new hires, orchestrated orientation and onboarding processes.

Investigated HR-related problems and recommended solutions to the organization.

Reported to the senior management team on finances, staff performance, service development and annual reviews.

Reviewed and updated health and safety policies and ensured they are observed.

Communicated effectively with internal clients to determine identified and hidden needs and evaluate alternative business solutions.

Collaborated with software engineers to design and implement internal systems.

Resolved all customer complaints and mitigated conflicts ensuring positive customer experience.

Oversaw troubleshooting, systems back-ups, archiving, data conversions and disaster recovery.

Administered and maintained all ACCPAC/SAGE internal tracking systems.

Remained on the forefront of emerging industry practices, attended ACCPAC/SAGE training sessions and product launches.

MINISTRY OF CONSUMER & COMMERCIAL RELATIONS, TORONTO, ONTARIO 2002 – 2003

TEAM REPRESENTATIVE / CLIENT SERVICES REPRESENTATIVE

Screened applications and determined applicant’s eligibility for approval in accordance with the branch policies and procedures of Vital Statistics Act, Marriage Act, Adoption Act and Change of Name Act.

Examined all documentation for completeness, accuracy, and conformity to applicable legislation, policies, and directives, advised applicants on the forms filling.

Provided service to a diverse variety of clientele including the general public, funeral homes, travel agents, law firms, MPPs, etc.

Prepared and issued computer generated secure documents and certified copies thereto.

Performed background checking of registrant filings, escalated inconsistencies in search results to senior management when needed.

EDUCATIONAL BACKGROUND

Human Resources Certificate, George Brown College, 2002, successfully completed the following courses, Strategic Human Resources Planning, Recruitment and Selection in Canada, Economics of Employment and Earnings, Management of Occupational Health and Safety, Organizational Behavior, Managing Human Resources

Travel and Tourism Diploma, International Institute of Travel, 1997



Contact this candidate