Customer Service Representative

ESTEFANIA (STEFANIE) WINSTAN

** ******* ******* • Kanata, ON • K2M 3B3

613-***-**** • ***********@*****.***

SUMMARY OF QUALIFICATIONS

•Over 6yrs experience in administration and customer service

•Exceptional customer service and negotiation skills, supported by a high sense of urgency

•Results-oriented with a proven record of achieving service and revenue objectives

•Excellent verbal and written communication skills

•Fluent in English and Spanish with basic knowledge French

•Ability to plan and organize in a time-sensitive environments

•Proficient in capturing, verifying and inputting data efficiently and effectively

•Ability to maintain high level of confidentiality and exercises sound judgment

•Demonstrated leadership and motivational skills

•Exceptional ability to groom long-term client and candidate relationships with an emphasis on total quality management

•Extensive management and training & development experience

•Proficient in Microsoft Word, Excel, Outlook, PowerPoint and Simply Accounting

PROFESSIONAL EXPERIENCE

Store Manager

STARBUCKS CANADA

Ottawa, ON

August 2017-Present

Business Requirements

Providing functional expertise and executing functional responsibilities:

• Ensure adherence to applicable wage and hour laws for nonexempt partners and

minors.

• Solicit customer feedback to understand customer needs and the needs of the local

community.

• Use all operational tools to plan for and achieve operational excellence in the store.

Tools include Automated Labor Scheduling, Monthly Status Report, Quarterly

Business Review, cash management and inventory management.

• Use discretion in accessing external resources to support store operations and to

execute district and regional initiatives. Resources include Partner Resources, Marketing, Partner & Asset Protection, Food & Beverage, Coffee, and Retail Implementation departments.

• Utilize management information tools and analyzes financial reports to identify and address trends and issues in store performance.

Planning and Execution

Developing strategic and operational plans for the work group, managing execution, and measuring results:

•Monitor and manage store staffing levels to ensure partner development and talent acquisition to achieve and maintain store operational requirements.

•Utilizes existing tools to identify and prioritize communications and regularly uses discretion to filter communications to the store team. Communicates clearly, concisely and accurately in order to ensure effective store operations.

Leadership

• Setting goals for the work group, developing organizational capability, and modelling how we work together:

• Demonstrate a calm demeanour during periods of high volume or unusual events and manage smooth transitions thereafter to keep store operating to standard and to set a positive example for the store team.

• Display a customer comes first attitude by training and holding partners accountable for delivering legendary customer service.

• Drive the implementation of company programs by developing action plans and directly motivating and instructing the store team to implement them to meet operational and organizational objectives.

•Manage with integrity, honesty and knowledge that promote the culture, values and mission of Starbucks.

• Plan, identify communicates, and delegate appropriate responsibilities and practices to store partners to ensure smooth flow of operations.

• Provide coaching and direction to the store team to take action and to achieve operational goals. Constantly reviews store environment and key business indicators to identify problems, concerns, and opportunities for improvement to provide coaching and direction to the store team to achieve operational goals.

Maternity Leave 2015 - 2016

IN HOME CHILD CARE PROVIDER

INDEPENDANT - Ottawa, ON

September 2016 to August 2017

•Perform a variety of activities for children such as songs, games and story telling

•Develop day by day activity plans

•Plan and apply activities to meet the emotional, bodily, intellectual and social needs of the children in my home

•Establish child routines and offer constructive guidance

• Ensure kids are supervised at all times

•Prepare and dish up nutritious meals and snacks

•Set-up policies and procedures regarding disciplinary policies

•Provide playing equipment and toys to kids

•Ensure kids’ room is clean, well maintained and secure at all times

•Provide opportunities for sleep and rest time

•Build children’s self respect

•Provide daily schedules of activities

•Develop culturally suitable programs and activities

•Develop numerical activities that establish math and literacy concepts Provide instant solution or call to help in case of emergency

•Keep parents informed regarding child’s development

Receptionist, KANATA OPTOMETRY MEDICAL CENTRE

July 2014- September 2015

•Welcomed patients and visitors in person and on the telephone

•Kept patient appointments on schedule by notifying provider of patient's arrival; reviewing service delivery compared to schedule; reminding provider of service delays

•Comforted patients by anticipating patients' anxieties and answering patients' questions

•Ensured availability of treatment information by filing and retrieving patient records

•Maintained accounts through recordings, and updating personal and financial information

•Recorded and collected patient charges; controlling credit extended to patients; filing, collecting, and expediting third-party claims

•Maintained inventory and equipment by checking stock to determine inventory level

•Helped patients in distress by responding to emergencies

•Protected patients' rights by maintaining confidentiality of personal and financial information

•Maintained operations by following policies and procedures

•Billed to OHIP

•Handled and faxed patient referrals

•Pre-tested patients in preparation to see a Doctor

Mortgage Agent, MORTGAGE FORCES

April 2013-2015

•Assisted first time home buyers and investors with refinancing, mortgage switch etc.

•Built deep and lasting relationships with clients, allowing focus not only on individual transactions but on furthering client's overall portfolio goals as well

•Negotiated highly favorable rates and structures

•Successfully closed challenging transactions

Customer Service Representative, POPEYES SUPPLEMENT STORE

November 2013- July 2014

•Welcomed customers by greeting them and offering assistance

•Participated in monthly conference calls to gain knowledge of products

•Directed customers to racks and counters and suggested items

•Helps customer make selections by building customer confidence, offering suggestions and opinions

•Document sales by creating or updating customer profile records

•Processes payments through cheques, cash, and credit cards

•Kept clientele informed by notifying them of preferred customer sales and future merchandise of potential interest

Office Manager, MORTGAGE FORCES

September 2012- April 2013

•Managed Mortgage Agent meetings

•Administered weekly meetings with lenders

•Answered incoming calls and took messages

•Resolved customer service issues and inquires

•Represent Mortgage Forces in a professional manner

Order Management Assistant, PURELOGIC IT SOLUTIONS

February 2011-August 2011 (Contract)

•Supported sales team with cost queries

•Processed sales and purchase orders

•Supported purchase manager/PO expediting

•Supported order management team

•Daily use of Simply Accounting

•Followed up/tracked orders

Assistant General Manager, GOODLIFE FITNESS CLUB

2008 – September 2010

•Conducted interviews and hired new employees

•Involved in training employees on a daily basis

•Responsible for terminating employees when needed

•Held employees accountable to achieve monthly quotas

•Coached and motivated sales team

•Organized customer service and sales teams

•Dealt with customer complaints in a professional manner

•Administered daily meetings with the team and individually

•Booked daily appointments over the telephone

•Used Microsoft Excel to enter and edit data manually using worksheets on a daily basis

•Used Microsoft Outlook for booking meetings in calendars with other team members and for e-mailing with internal and external clients as well

•Resolved customer service issues and inquires

Club Administrator, GOODLIFE FITNESS CLUB

June 2007 – 2008

•Responsible for the approval and correction of the previous day’s paper work

•Performed daily bank deposits and accountable for approving payroll

•Prepared documents and shipped items to head office

•Responsible for the procurement of club supplies on a weekly basis

•Reviewed and wrote procedure manuals and training materials using templates created with Microsoft Word. These documents were formatted with tables of contents, bookmarks and hyperlinks as well as bulleted headings and paragraph form write-ups

•Used Microsoft Excel to enter and edit data manually using worksheets on a daily basis

•Used Microsoft Outlook for booking meetings in calendars with other team members and for e-mailing with internal and external clients as well

•Maintained hard-copy and electronic files

•Worked with internal and external clients and/or peers in researching, identifying and gathering information from a variety of resources

•Directed enquiries, mail, or issues to the appropriate area for resolution

Customer Service Representative, GOODLIFE FITNESS CLUB

April 2005 - June 2007

•Answered phone calls and took messages for employees

•Booked and retained appointments

•Communicated with staff to effectively resolve any client issues

•Built and managed solid client relationships

•Managed a calendar of activities

•Used Microsoft Excel to enter and edit data manually using worksheets on a daily basis

•Used Microsoft Outlook for booking meetings in my calendar with other team members

Contact this candidate