Customer Service Manager
Resume:
Olivia Gogas
***********@*******.*** 519-***-****
SKILL AREAS
MANAGEMENT AND LEADERSHIP COMPETENCIES
- Utilizes excellent communication skills, both written and verbal, to motivate team and report messages to supervising offices
- Maintains motivation and positive energy within a team by organizing information sessions, creating goals, and assisting team members in reaching those goals
- Provides team with accurate and helpful staff evaluations to determine their attributions to the company and to assist in reaching career goals
- Develops and distributes staff schedule in a timely manner taking into consideration availability and requests
- Provides timely guidance and feedback to help staff accomplish a task or solve a problem.
- Serves as the main point of contact between staff and supervisors; Reports any issues or concerns from staff to supervisors as appropriate
- Oversees payroll administration and communicates any issues to the payroll department on behalf of staff
- Keeps supervisor aware of progress, issues, and potential problems.
- Identifies a set of features, parameters, or considerations to take into account, in analyzing a situation or making decisions.
- Communicates an understanding of the other person's interests, needs and concerns. OFFICE ADMINISTRATION COMPETENCIES
- Possesses excellent organizational skills in the workplace
- Balances conflicting priorities in order to manage workflow, ensure the completion of essential projects, and meet critical deadlines
- Effectively able to use electronic scheduling programs on both Windows and Mac operating systems
- Displays proficiency using standard office equipment such as a computer, fax, photocopier, scanner, etc.
- Demonstrates advanced proficiency by quickly adapting to new technology and easily acquiring new technical skills
- Utilizes analytical skills and a broad understanding of the business to effectively interpret and anticipate needs
- Interacts professionally with clients and associates at all times
- Promptly responds to requests with accuracy and a courteous demeanour
- Demonstrates an awareness of fundamental business principles as well as an understanding of the overall industry in which the business operates
- Utilizes analytical skills and a broad understanding of the business to effectively interpret and anticipate needs
- Shows the ability to manage multiple conflicting priorities without loss of composure CUSTOMER SERVICE COMPETENCIES
- Provides friendly customer service to patrons in a variety of settings
- Responds to customer requests in a timely manner
- Elicits feedback from customers to monitor their satisfaction
- Considers both short and long-term interests of the customer in making service decisions
- Proactively identifies customer needs
- Takes responsibility to resolve customer complaints
- Creates strategies to help the organization serve customers more effectively EDUCATION
St. Clair College, Windsor, ON
Theatre - Ontario College Advanced Diploma, September 2012-May 2015
Recipient of the Jody Raffoul Scholarship
Recipient of the Sweet Adeline’s Scholarship
Professional experience: Singer at the Premiers Awards in Toronto, On; St. Clair College commercial actress
Brock University, St. Catharines, ON
Concurrent Education, September 2010-April 2011
Entrance Scholarship
CERTIFICATIONS
First Aid
CPR
WHMIS
Ontario Driver’s License
EXPERIENCE HISTORY
Team Leader - Senior Fundraiser
Plan Canada, Sarnia/Windsor, ON, June 2013-December 2013
-Managed a team of fundraisers while assisting in training and hiring process
-Provided daily reports of activity during shift to supervising office
-Performed staff evaluations to ensure positive fundraising and to assist staff in reaching their goals
-Created weekly schedules and employee time sheets
-Served as the main point of contact between fundraising staff and supervising office Team Lead - Brand Ambassador
Brand Momentum, London and Windsor, ON December 2014 - Present
-Trained new recruits on-site for marketing promotions
-Analyzed post-event reports and submitted to supervisors
-Communicated any concerns or issues from team members to supervisors
-Created and maintained interest of consumers through conversation and demonstrations
-Provided information on products and brands to consumers Guest Services Representative
Lambton Mall, Sarnia, ON, October 2015- January 2016
-Demonstrated exceptional customer service to all patrons and tenants by being knowledgeable about the property and its offerings.
-Assisted in the facilitation of the property gift card program
-Faxing, emailing, and organizing appropriate documents and spreadsheets as needed
-Answered incoming calls on both the internal and external telephone lines
-Communicated with other departments via radio, telephone and email in a timely manner to relay tenant customer requests Office Administrator
Rainbow Pollution Control, Sarnia, ON, September 2010-August 2012
-Answered telephone and walk-in inquiries while assisting in customer support
-Maintained busy schedule for sales staff while proactively booking appointments
-Managed and filed receipts, sales forms, and appointment requests
-Utilized sales techniques to maximize revenue
Assistant Program Co-ordinator/ Administrative Assistant Hidden Talents, Sarnia, ON, June 2004-August 2015
-Organized daily camp operation information sheets including scheduling, areas of supervision, and health and safety information
-Developed a dance program for children ages 3-15
-Assisted in training, guidance, and motivation of junior staff members Olivia Gogas
***********@*******.*** 519-***-****
REFERENCES
Sue Palmer
Guest Services Manager, Lambton Mall
Carrie Beauchamp
Director, Hidden Talents
****@*************.**
Jayme Davies
Assistant Program Co-ordinator, Hidden Talents
Mike Germain
General Manager, Service Master Restore
****.*******@**********.**
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