Customer Service Supervisor - Tim Hortons

SULABH SHARMA

North York Canada 437-***-**** ******.**********@*****.***

Client-focused customer service professional with 3+ years of experience delivering personalized service in high-volume environments through in-person, phone, email, and digital interactions. Skilled in understanding customer needs, resolving concerns professionally, building positive relationships, processing transactions, and creating positive customer experiences. Strong communicator with experience handling challenging situations with tact and professionalism while managing multiple priorities. Adaptable and comfortable learning new systems, products, and processes to provide knowledgeable and attentive service.

• Client Service & Relationship Building • Personalized Customer Experience

• Phone, Email & Digital Communication • Customer Needs Identification

• Complaint & Issue Resolution • Customer Retention & Satisfaction

• Product & Service Recommendations • Professional Verbal & Written Communication

• CRM & System Navigation • Transaction Processing

• Customer Account Support • Customer Follow-Up

• Problem Solving & Escalation • Multitasking in Fast-Paced Environments

• Microsoft Word, Excel & Outlook

Supervisor, 01/2023 - Current

Tim Hortons

Deliver attentive and professional customer service in a high-volume environment serving 200+ customers daily while maintaining positive and courteous interactions.

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Engage with customers to understand their individual needs, answer questions, provide product information, and assist with appropriate selections.

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Resolve customer concerns and service issues professionally while focusing on customer satisfaction and maintaining positive relationships.

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Handle challenging customer situations with tact, empathy, and professionalism and escalate concerns when additional assistance is required.

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• Process customer transactions accurately and maintain appropriate operational and transaction records. Support customer requests and provide timely follow-up to ensure concerns are appropriately addressed.

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• Build positive customer relationships through consistent, friendly, and personalized service. Train and support new team members in customer service expectations, communication, transaction processing, and operational procedures.

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Collaborate with team members and management to maintain service standards and provide a consistent customer experience.

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Manage multiple customer and operational priorities effectively in a fast-paced environment while maintaining attention to detail.

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Marketing Coordinator, 05/2020 - 02/2021

Appsmarz

Responded to customer inquiries through phone, email, and digital channels while providing timely and professional support.

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Maintained accurate customer records, tracked communications, and updated information to support effective follow-up.

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Coordinated information between customers and internal teams to resolve requests and ensure appropriate action was taken.

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Reviewed information and documentation for accuracy and followed up when additional details were required.

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Prepared reports, correspondence, presentations, and supporting documentation while maintaining accuracy and organization.

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Monitored deadlines, prioritized administrative activities, and supported multiple projects and operational processes simultaneously.

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• Escalated issues requiring additional assistance to appropriate internal team members. Business Development Executive, 04/2019 - 05/2020

Polestar Securities

Provided professional customer service and administrative support to clients while maintaining positive relationships.

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ADMINISTRATIVE & CLIENT SERVICE PROFESSIONAL

CORE QUALIFICATIONS

PROFESSIONAL EXPERIENCE

Processed client requests, verified information for accuracy, and coordinated with internal departments to resolve inquiries.

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Maintained confidential client records and documentation while ensuring information was accurate, complete, and properly organized.

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• Responded to client questions and provided updates regarding requests within the scope of the role. Prepared reports, business correspondence, and supporting documentation while maintaining an organized filing system.

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• Followed established processes when handling client information and documentation. Post-Graduate Certificate: Marketing Management & Digital Media, 01/2022 Lambton College - Toronto, ON

• Investment Funds in Canada (IFIC)

• Google Digital Marketing Certification

• Accenture Digital Marketing Certification

• J.P. Morgan Investment Banking Job Simulation

EDUCATION

CERTIFICATIONS & ADDITIONAL TRAINING

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