Customer Service Management

STEPHANIE DOMANICO

*** **** * ****, **#*

Niagara-on-the-Lake, Ontario L0S 1J0

m: 289-***-**** h: 905-***-****

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

OBJECTIVE:

To not only seek full employment upon graduation but to take what was taught in the

classroom and apply it to real world situations. Moreover, to strive to overcome challenges, garner new

skills and insights, to ask questions and to work hard to find effective solutions within any role.

EDUCATION

Honours Bachelor of Business Administration, Concentration in Marketing, Co-op Option

September 2009 - Present

Brock University, St. Catharines, Ontario

• Expected date of graduation - June 2014

Brock University Business Exchange September 2012 – December 2012

Groupe ESC Dijon Bourgogne, Dijon, France

COMPUTER SKILLS

• Proficient with MS Office: Excel, Word, Outlook and PowerPoint

• Knowledge of MS Publisher

• Familiar with Access, Minitab and Maple

CO-OP EXPERIENCE

BlackBerry Beta Zone Support Coordinator, Co-op September 2011 – September 2012

BlackBerry Ltd., Waterloo, Ontario

• Contributed to a positive work environment by displaying leadership and taking initiative

to complete tasks outside of job description

• Responsible for responding to general customer inquiries in a timely and efficient manner

resulting in an increase in customer satisfaction

• Responsible for analyzing technical problems with pre-release software, gathering relevant

data and application logs and triaging those problems to the corresponding developer teams

• Addressed customer retention by mediating situations with unsatisfied customers with

professionalism, and finding satisfactory solutions to their problems

• Analyzed and interpreted data to identify social patterns in potential customer markets

• Presented market research findings to senior colleagues and used these results to provide

insight for future consideration in expansion of the BlackBerry Beta Zone program

• Assisted program managers with project-specific tasks such as, discussion board

moderator, website content creation and customer issue reporting

• Responsible for creating and updating support and process documentation for various teams

which increased overall productivity and problem-solving efficiency

WORK EXPERIENCE

Customer Service Associate/ Baker/Salad Bar August 2009 - Present

Harvest Barn, Niagara-on-the-Lake, Ontario

• Reduced errors and time-consuming corrections by accurately issuing receipts, refunds,

credits, or change due to customers

• Supported customer service mandates by monitoring checkout stations to ensure that

cashiers had adequate cash available and that they were staffed appropriately

• Reduced operating costs by working additional shifts resulting from employee “no

shows” and last minute shift cancelations

• Entrusted by management to assume store closing duties; completed store opening

functions, ensuring accurate till counts and sufficient change

• Supervised new employees with the goal of maintaining efficient customer service levels

• Ensured departments were always stocked with new and interesting merchandise

by analyzing price-lookup codes to determine which items were popular,

contacting suppliers for new product samples and advising management on selling

trends

Campus Ambassador December 2010 - April 2011

Mosaic, Toronto, Ontario

• Incorporated energy and strong enthusiasm when engaging students on campus about the

different company promotions

• Demonstrated effective oral communication when presenting company/job promotion

benefits to both small and large audiences

• Demonstrated time management when scheduling different appointments and presentations

between campuses

• Incorporated effective interviewing skills when conducting both one-to-one and telephone

interviews with candidates

EXTRA-CURRICULAR INVOLVEMENT

Brock University Service Learning Projects January 2013 - Present

Brock University, St. Catharines, Ontario

• Responsible for working with a non-profit company within the Niagara Region to develop the

appropriate marketing plan by analyzing both the internal and external environment and

developing recommendations for a more effective marketing mix

• Worked with a start-up company in the development of a new mobile product within the

Niagara Region by implementing market research tactics including, analysis of the external

environment, developing appropriate surveys and questionnaires and running focus group

sessions and then analyzing and developing recommendations for future implementation

Volunteer Soccer Coach – Under 4 Age Group May 2013 – Present

Concord Soccer Club, St. Catharines, Ontario

Demonstrated a high level of enthusiasm and patience throughout to ensure that

young players were having fun and avoiding injury

Emphasized the importance of both team and confidence-building with young

players both on and off the field

REFERENCES AVAILABLE UPON REQUEST

Contact this candidate