Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

MIA MIKHALCHENKO

Calgary,AB

Summary

Motivated and detail-oriented professional seeking transition into the IT industry, focusing on Customer Success roles. Skilled in driving customer satisfaction, operational efficiency, and implementing customer experience policies in fast- paced environment. Currently pursuing a Data Analytics certification from Google to enhance analytical skills and contribute to data-driven decision-making. Results-driven [Job Title] accustomed to overseeing operations with strong attention to detail. History of meeting demanding group objectives through employee training, motivation and performance management. Working knowledge of optimal practices and safety behaviors for [Area of expertise].

Overview

9
9
years of professional experience
1
1
Certification

Work History

Area Manager

Costco Wholesale
01.2022 - 02.2023
  • Leveraged analytical problem-solving skills to identify process improvement opportunities based on sales and payroll trend data, resulting in increased operational efficiency
  • Led and mentored a high-performing team of over 20 employees, providing ongoing training, performance reviews, and fostering a culture of exceptional customer service
  • Streamlined onboarding and training processes for new hires, ensuring a seamless integration into the team and maximizing productivity from day one
  • Monitored team productivity and implemented real-time optimizations to enhance efficiency and deliver consistent, outstanding service experiences.
  • Conducted training sessions to educate employees on best practices and procedures to increase profitability.
  • Assessed reports to evaluate performance, develop targeted improvements, and implement changes.
  • Resolved conflicts promptly to promote positive environment for customers.
  • Directed workforce planning, customer retention and customer service management for multiple locations.
  • Managed inventory and reduced shrinkage by [Number]% through detailed monitoring of daily operations and stock.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.

Front End Assistant Manager

Costco Wholesale
06.2021 - 01.2022
  • Proactively engaged with customers, empathetically addressing concerns and resolving issues to ensure a positive experience, resulting in increased customer loyalty
  • Successfully executed marketing campaigns, surpassing productivity targets and contributing to the growth of the customer base
  • Adapted processes to align with evolving customer journeys and internal workflows, driving operational effectiveness while maintaining a strong focus on customer satisfaction
  • Led recruitment and selection efforts, leveraging effective screening techniques and coordinating interviews to attract top talent for the team.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Learned duties for various positions and provided backup at key times.
  • Worked with floor team and managers to meet wide range of customer needs.
  • Processed refunds and exchanges in accordance with company policy.

Membership Supervisor

Costco Wholesale
02.2019 - 06.2021
  • Drove departmental goals through proactive monitoring and reporting, providing valuable insights to management for informed decision-making
  • Conducted comprehensive training sessions, empowering team members with enhanced customer service skills and fostering a collaborative and supportive work environment
  • Demonstrated subject matter expertise, readily sharing knowledge and assisting colleagues to ensure consistent service excellence
  • Resolved complex customer and employee issues promptly, ensuring timely resolutions and maintaining high levels of satisfaction.
  • Recommended specific products and services in alignment with individual needs, requirements and specifications.
  • Maintained up-to-date knowledge of products and services offered to customers.

Sales Auditor

Costco Wholesale
05.2018 - 02.2019
  • Ensured accuracy and compliance by meticulously auditing daily transactions, guaranteeing adherence to procedural guidelines and minimizing errors
  • Conducted thorough investigations into cash and cheque shortages, preparing detailed reports for management review
  • Implemented preventive measures based on root cause analysis of cashier errors, significantly reducing occurrences and improving overall accuracy.

Membership Assistant & Refunds Clerk

Costco Wholesale
10.2016 - 05.2018
  • Streamlined administrative processes, efficiently processing member signups, renewals, and credit card applications, contributing to a seamless and customer-centric experience
  • Provided excellent customer service, managing the returns process effectively and addressing member inquiries with professionalism and empathy.

Communication Coordinator

Languages, Motion
06.2014 - 02.2016
  • Cultivated strong vendor relationships and coordinated marketing projects, ensuring smooth collaboration and successful project outcomes
  • Supported enhanced productivity through proficient data entry and analysis, utilizing G-Suite, Podio, Zendesk, and QuickBooks to streamline operations and improve efficiency.

Education

Bachelor of Arts - Linguistics

University of Calgary
Calgary, AB

Skills

  • Customer Success Management
  • Client Management and Retention
  • Onboarding and Training
  • Communication and Interpersonal Skills
  • Business Operations
  • Data Analysis
  • Salesforce
  • Zendesk
  • MS Office
  • Google Workspace
  • Database Management
  • Goals and Performance
  • Talent Review
  • Staff Development

Certification

Google Data Analytics | Google Customer Success Fundamentals | LinkedIn HR: Strategic Workforce Planning | LinkedIn Microsoft Teams Essential Training | LinkedIn Zendesk Customer Service Professional Certificate | LinkedIn

Timeline

Area Manager

Costco Wholesale
01.2022 - 02.2023

Front End Assistant Manager

Costco Wholesale
06.2021 - 01.2022

Membership Supervisor

Costco Wholesale
02.2019 - 06.2021

Sales Auditor

Costco Wholesale
05.2018 - 02.2019

Membership Assistant & Refunds Clerk

Costco Wholesale
10.2016 - 05.2018

Communication Coordinator

Languages, Motion
06.2014 - 02.2016

Bachelor of Arts - Linguistics

University of Calgary
Google Data Analytics | Google Customer Success Fundamentals | LinkedIn HR: Strategic Workforce Planning | LinkedIn Microsoft Teams Essential Training | LinkedIn Zendesk Customer Service Professional Certificate | LinkedIn

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