Customer Service Human Resources

Rachel S. Laurence

*** – **** Bonaventure Dr SE, Calgary AB, T2J 0E5 403 – 472 - 8736 ******@*******.**

Education

A. P. A. MARCH 2016 CDI COLLEGE

Accounting and Payroll Administrator

Human Resources

D. E. C. DECEMBER 2001 VANIER COLLEGE

Major: Special Care Counseling

Minor: Music

HIGH SCHOOL DIPLOMA JUNE 1998 JOHN RENNIE HIGH SCHOOL

Bilingual certification

Peer Support President in Senior year

Skills & Abilities

MANAGEMENT

Managed teams up to 40 people: retail, fast food, call centers

Scheduling: 24-hour shift rotation, departments, holiday coverage, vacations

Inventory/Budget control

Cash control functions: safe management, till counting/re-floating, deposits, accounting for daily sales

Coaching and training new staff/Discipline actions and Conflict Resolution

Benefits coordinator: knowledge of packages, advising of changes in packages

Payroll: Submitting time sheets and alerting of errors

Human Resources: Implicating new policies, ensuring company polices were being followed

SALES

Direct sales: accepting various forms of payments; credit, debit, cheque and cash

Processing online sales

CUSTOMER SERVICE

Financial, retail, hospitality, fast food and call center experience

Communication skills, presentation skills: verbal, written and image

Successful resolution to complaints/irate customers

ADMINISTRATION

Microsoft advanced Literate: Word, PowerPoint, Outlook, Excel

66 WPM/10 Key: 106 PM/Numbers only: 130 PM

Reception responsibilities: greeting, answering phones – switchboard 20 lines, clerical work, business meeting set ups and arranging events, travel, charity donations, and Holiday Parties

ADDITIONAL CERTIFICATION/SKILLS

-ServSafe certified

-First Aid/AED certified

-Basic Shift Management – logistics, targets, inventory, cash handling, manage teams up to 25+, leadership development

-Advanced Shift Management – Accounting, time sheets, hiring, basic human resources functions, payroll functions, workplace standards

Experience

SWING MANAGER MC DONALDS MAY 2011 – DECEMBER 2015

Brand manager: promoting new items, trained kitchen on how to prepare new items

Mc Happy Day Organizer: Multi – year success, involved businesses and community in bringing donations by the hundreds, items to purchase and proceeds donated to Ronald Mc Donald House

Assistant People’s Manager – reviews, hiring day events, crew event coordinator

Scheduling: 25 crew plus 10 managers, ensuring proper coverage for peak hours, kept record of who was available for extra shifts if needed

Payroll: ensured time sheets were calculated and correctly submitted

Benefits Coordinator: Explained the benefits packages offered and any changes to the packages

Inventory: ordering, estimating,

Drive Thru and Front Counter Ace: 95% overall customer satisfaction

Top up seller/sizer: successfully trained service crew to upsell 80% of the time, leading to higher store revenue

Mystery Shop: 95% success rate during my shifts

Awards: Employee of the Month, Employee of the Year, 0 CSO, Successful F. O. R. and S. O. R.

FRONT DESK/RESERVATIONS TEAM LEAD FANTASYLAND HOTEL MARCH 2008 – APRIL 2011

Front Desk: Checked guests in, checked guests out, processed payments, answered questions and resolved complaints

Reservations: Booked rooms for guests, functions and events

Incentives: Created incentives for staff to motivate them in booking rooms and Theme rooms

Gift Hut: Scheduling coverage for Holiday season to sell gift certificates, created an incentive for Gift Hut staff and Reservation’s staff to promote and sell gift certificates, 80% success rate achieved

Signature Training: 90% success rate with mystery callers and mystery guests

Awards: Employee of the Month, Department of the Month

BILINGUAL CHAT CARE MANAGER DELL CANADA APRIL 2005 – FEBRUARY 2008

Chat Care: Provided exceptional customer service to customers and potential customers via the chat customer service portal

Selling: Sold products to existing customers and potential customers

Corporate Accounts: Managed corporate accounts, offered incentives to companies to have Dell provide them all of their software and hardware needs

Scheduling: Scheduling a team of 60 employees with around the clock customer service coverage

Awards: Gold Exceptional Customer Service Award, Gold Exceptional Team Customer Service, Top Excellence in Customer Service

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