Customer Service Sales

Sheika Francis

** **** ******* ****, ******** ON L6S 3Y3 Phone: 905-***-**** Cell: 416-***-****

Email: *************@****.**

CAREER- STATEMENT

A highly motivated and experienced Customer Service Supervisor, with a proven track record of success in sales target and Customer Service Excellence. My excellent marketing and Sales skills have provided my team with vital client leads, and my ability to develop client relationships has resulted in a 30% increase in business growth for my current organisation. A results-driven professional with a proven track record of exceeding companies objectives.

ANALYTICAL EXPERIENCE

Experienced in researching information, extracting and interpreting information from various databases and software applications, including Internet search engines, MS Word and Excel.

Leader in the planning and implementation of project and facilitate the definition of project scope, goals and deliverables.

10+ team members to be trained and supervised ensuring the company’s focus goal and professionalism mandate at the customer service level was maintained.

Responsible for providing reports on various aspects of the sales target as well as training opportunities where deemed necessary.

Created companywide Policy for Training Procedure for Midnight workers, which was implemented in the New Trainee Program.

Extensive customer service experience using various mediums, including but not limited to, phone, twitter, and email.

Considerable experience with data entry and maintaining large multi-screen databases and managing large volumes of information.

Able to work in a fast-paced environment with thorough attention to detail, work under pressure in a structured.

Excellent problem solving skills, decision making, critical thinking, job task planning and organizing.

Exhibit ability to offer excellent attendance and punctuality.

Self-motivated and able to function well independently or in a group environment.

WORK EXPERIENCE

National Money Mart

Customer Service Lead March 2014 – Current

Solved customer complaints whether over phone or in person with a customer satisfaction record of 98%.

Cross-sell National Money Mart products and services based on customer needs, in accordance with the National Money Mart program standards.

Achieved Sales Target for Branch over 6 months consecutively, which resulted in promotional for other team members.

Research and resolve customer problems, acting as the customer liaison between other stores and Departments.

Conducted research and analysis to develop service options for interested Branch managers and District Managers, which resulted in many polices being implemented.

Maintains the highest level of confidentiality with all customer information, with no privacy breaches to date.

Enters, retrieves and interprets data in customer relationship management and/or work management system databases.

Uses specialized knowledge in multiple functional areas to carry out duties in a timely, efficient and accurate manner.

Explains National Money Mart policies and procedures to the Customers, refers calls to proper authorities when necessary, initiates service requests and records related information.

Gatestone Company of Canada

Call Centre Representative Aug. 2012 – March 2014

Utilizes customer service skills to effectively respond to inquiries and service requests.

Enters, retrieves and interprets data in customer relationship management and/or work management system databases.

Refers escalated issues to the supervisor and/or manager when applicable, aiming to achieve 90% resolution in first contact opportunities.

Answers inquiries and complaints received from Customer about specific clients (including but not limited to; telephone, email, in person).

Answers inquiries by clarifying desired information; researching, locating, and providing information.

Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; as well as implementing the best solutions.

Effective data entry processing reading text, document use, numeracy.

Excellent ability to work in a Windows NT Environment and comfortable navigating through the Internet.

Benefit Plan Administration

Plan Administration/Administration Assistant Feb. 2006 – Aug. 2012

Responsible for inquiries on employees’ personal information.

Conducted reference checks and screen applicants information for coverage.

Arranged for advertising and posting of job vacancies both internally and externally.

Set up new companies with union Local 1891 as well as distribute information package to gets group members.

Experience working with a Billing System and ensured 100% accuracy in the billing customer and/or members.

Computer Skills:

Windows 2000, XP, Vista Solaris Unix Linux MSDOS HP/VX AIX Mac OSX

Microsoft Office Suite (Word, Excel, Outlook, PPT, Access)

Photoshop

Social Media (facebook, twitter, youtube, Instagram, Linkedin etc.)

AS400 Apps, VITA, POS systems

Planning, Presentation & Database Management Applications

MS PowerPoint

EDUCATION

2002 University of Windsor

Bachelor of Commerce

Major: Business Administration Management

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