Customer Service, administration, secretarial

Resume of Anna R. Finnigan

** ********** **** *.*.

Calgary, Alberta T3K 3B1

403-***-**** (h) or

403-***-**** (c)

******@*****.***

Work Experience

Corporate Customer Service Ltd. @

Calgary Greyhound

Customer Service Manager

November 7, 2013 - October 31, 2018

Provided exceptional leadership, professionalism, communication and customer service within and outside of the company, excelled at keeping passengers and staff informed of all situations that would arise. Treated everyone as an equal.

I went above and beyond the call of duty to ensure the job-site ran smoothly when other site managers were away and had all staff within the different departments refer to me for solutions when their managers were off site.

Able to resolve issues on my own through critical thinking methods.

Engaged in diffusing hostile customers within the guidelines of on-line courses.

I have a strong work ethic and have been given many commendations from my employers, contract site employees and dozens of passengers/customers over the years.

The head office modeled our sister sites after our Calgary location after they witnessed the low staff turn over and how the staff morale was high.

I have taken many on-line courses to keep up to date within all areas and aspects of customer service:

On Line Courses

AODA Customer Service Training

Creating a Respectful Workplace

Occupational Health and Safety Awareness Training for Supervisors in all Jurisdictions

Respect in the Workplace

Understanding Human Rights

WHMIS 2015 including the GHS for Workers and Supervisors

AOSA Customer Service Training (refresher)

Defusing Hostile Customers

Occupational Health and Safety Awareness Training for workers – general overview for al jurisdictions

Social Media Awareness

WHMIS 1988

Workplace Violence and Harassment

Buyzing/Computer Trends

Sales Associate/Customer Service

May 2013 – September 12, 2013

Provided exceptional customer service in front line sales in a fast paced discount store.

Provided options for up-sales with warranties and other items.

Handled returns or customer concerns in a professional and courteous manner.

Merchandised product for quick retail sales while keeping the store neat and clean on a daily basis.

Rae’s Essentials of Life

Retail Store Manager/Customer Service

November 2012 – March 2013

Provided superior customer service in both front line and phone sales.

Working with vendors and suppliers for ordering product and merchandising.

Multi-tasked to help customers and work with staff to achieve sales goals by creating an organized list of duties to perform and being quick to jump on any issues that might have arisen with scheduling, duties and other store related situations. Maintained a positive work environment for staff and a pleasant experience for customers.

Kept the store clean with daily cleaning duties.

Inventory including counts, control, ordering, stock pricing and placement. Worked on back ordered items with vendors and customers.

Returns to vendors regarding damaged products or dealing with issues due to short shipments.

Merchandised stock to promote sales via sale items and placement of slower moving product for quick retail sales.

Organized in store specials (Manager sales) and window displays.

Daily deposits with Excel spread sheets and weekly deposits to banking institution.

Ornamental Stone

Customer Service/Sales

Seasonal Employment

May 2012 – October 2012

Provided superior customer service in both front line and phone sales in a fast paced industry.

Helped to achieve up to date customer files, statements, faxing, e-mailing and general office duties when needed.

Helped customers measure out product to determine how much was needed for a project.

Day Home Owner/Operator

Anna’s Day Home/BASC

December 1, 1996 – 2011

Provided a safe and healthy environment for children through art, science, literature, conversation, exploration through imaginative and cognitive play. Have the children develop play and learning styles via their interaction with other children and with resources provided for them.

Promoted healthy food options and daily physical activity.

Cognizant of physical and mental health needs and/or concerns.

Being discreet on sensitive issues.

Writing daily observation reports and incident reports via MS Office programs (when necessary).

Ordered supplies and balanced a budget using MS Money.

Keeping inventory/stock using MS Excel spread sheets.

Calgary Board of Education

Support Staff

Lunchroom Supervisor/Meal Supervisor

September 2005 – 2011

Working in an elementary school lunchroom providing a safe and clean environment for students to have their lunch.

Supervision of students both inside and outside of the school.

Working with teachers and administrative staff assisting with school projects.

Maintaining confidentiality on sensitive issues.

Practice for emergency lock-downs and fire drills with the children.

Corporate Express/Calgary Stationers

Calgary, Alberta

E.C.S. and School Supplies Co-coordinator

1991- 1996

Duties included designing and implementing ECS and school supply catalogues. Taking phone and fax orders and entering them in via computer. (Alpha/numeric data entry).

Worked on various school board tenders, getting samples together and labeling them for said tenders. Typing tenders and calculating mark-ups and product comparison. Working with vendors to obtain the best price for the products involved for both the companies and the vendors involved.

Obtained new product samples and conducting vigorous testing on said product to ensure they passed safety standards and would be beneficial to daycares, day homes, churches, school boards and other various businesses.

Assisted in the retail store front and on the order desk due to staff shortages and/or to cover lunches/break/vacations and sick days.

Worked on inventory control in warehouse and four retail stores.

Worked on a computerized switchboard for over 100 employees while performing front line reception duties, greeting and directing both customers and vendors, sorting through mail and other reception related duties.

Active participant of the Corporate Social Committee team for two years organizing various events including adult and children’s Christmas parties, annual Stampede Round-Up, weekly activities, monthly newsletter plus other responsibilities.

Christies Office and School Supplies

Calgary, Alberta

Retail Sales/Assistant Store Manager

1988-1991

Assistant Manager of a large retail store and warehouse, supervising staff and customer service and data entry.

Worked on both store front sales and phone orders; inventory and stock control via inventory counts and ordering; filing and faxing documentation to vendors, customers and head office. Organized and maintained customer files including those in arrears.

Worked on back ordered items with vendors and customers.

Photocopied documents when necessary and used the telex and fax between customers/vendors/head office.

Kept the store neat and clean and displayed prominent sales items by making eye catching displays.

Reviewed staff time sheets to ensure accuracy and justified sales receipts for nightly bank deposits.

Skills

Adhering to and training in corporate/company policies

Basic First Aid

Cash related duties

Computer MS Office Suite

Computerized switchboard

Confident and trustworthy

CPR

Data entry

Dedicated volunteer

Discreet and confidential with sensitive issues

Excellent at multitasking

Excellent communication skills both written and oral

Excels at critical thinking and finding the right solutions

Hiring/positive reinforcement/disciplinary actions

Inventory control

ISO 9002 Certified

POS systems

Public speaking

Punctual

Quick learner

Scheduling

Strong work ethic

Training

Work well in groups (team player) or alone

Education

Golden Secondary School

Golden, British Columbia

1984

Graduate “Dogwood” Diploma

E.K.C.C. (East Kootenay Community College)

Cranbrook, British Columbia

Early Childhood Services Course

1985

CTD (Centre for Training and Development)

Calgary, Alberta

ISO 9002 Certification

Total Quality Management

1993

Certificate of Achievement

Current

Volunteer History

I have volunteered at my children’s schools in a variety of areas including field trips, classroom, sports day, office, library and serving on a number of committees. Was also room parent for several years in both of my children’s classes. I have organized schedules and volunteers for specific placement, and wrote several “How To” booklets for future groups and clubs.

I volunteer weekly at our church in the Youth Ministries, signing in children and their parents to the “Sunday School” program utilizing a Windows based program. Helping with potential custody issues and lock-downs.

In the past, I have maintained the volunteer schedule for the Hospitality Team on Saturday evenings and produced a “How To” Booklet at the request of the Youth Pastor.

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