Grace John
Ottawa,ON
Summary
Focused and attentive Staff Member with good administrative, organizational and problem-solving abilities. Skilled at coordinating people, activities and documents. Dedicated to best-in-class work and productivity. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
7
7
years of professional experience
Work History
Store Manager
Zara Clothing
09.2019 - 04.2021
- Consulted with customers to evaluate their needs and determine best options to assist them
- Consistently improve customer satisfaction through expert resolution of conflict, issues, and concerns
- Compile daily reports for upper management
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Improved customer satisfaction through staff training in customer service and product knowledge.
- Collaborated with other managers to develop company-wide initiatives aimed at improving overall performance across all locations.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
- Completed point of sale opening and closing procedures.
- Managed inventory control, cash control, and store opening and closing procedures.
- Rotated merchandise and displays to feature new products and promotions.
- Assisted with hiring, training and mentoring new staff members.
Call Center Supervisor
RBC
03.2017 - 06.2019
- Maintained open lines of communication between management and staff, fostering a transparent workplace culture that encouraged collaboration and innovation.
- Streamlined call center operations for increased efficiency by implementing new scheduling and workforce management strategies.
- Increased first-call resolution rates by equipping agents with comprehensive knowledge of products and services.
- Promoted employee engagement by recognizing outstanding performance and rewarding top performers accordingly.
- Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
- Upgraded call center technology systems to improve overall efficiency, call routing capabilities, and quality assurance measures.
- Improved customer satisfaction by effectively resolving escalated issues and providing timely support.
Office administrator
MCA
08.2014 - 11.2016
- Supported departmental goals with the coordination of inter-departmental meetings and collaborative initiatives.
- Maintained electronic and paper filing systems for easy retrieval of information.
- Improved workplace efficiency with the regular maintenance of office equipment and proactive troubleshooting of technical issues.
- Increased customer satisfaction through professional handling of inquiries and prompt resolution of issues.
- Streamlined office processes by implementing efficient organizational systems and digital tools.
- Contributed to a positive work environment by fostering strong working relationships among colleagues.
- Applied advanced administrative and analytical skills in overseeing day-to-day operational activities.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
Education
Office Administration
Algonquin College
01.2020
High School Diploma -
Rochester Adult School
Ottawa, ON01.2017
Skills
- Project Management
- Partnership Building
- Talent Recruitment
- Employee Training
- Personnel development
- Shift Scheduling
- Store Merchandising
- Information tracking
- Call Monitoring
- Employee Motivation
- Document Management
- Staff Motivation
- Scheduling proficiency
- Timekeeping abilities
- Training delivery
- Customer service focus
- Self Motivation
- Expense Reporting
- Travel Coordination
- Office Supply Management
- Bookkeeping
- Telephone reception
- Meeting Coordination
- Customer Engagement
- Workforce Management
- Scheduling
- Staff Management
- Technical Support
- Business Administration
- Office Management
- Meeting planning
- Scheduling appointments
Languages
English
Native or Bilingual
French
Professional Working
Timeline
Store Manager
Zara Clothing
09.2019 - 04.2021
Call Center Supervisor
RBC
03.2017 - 06.2019
Office administrator
MCA
08.2014 - 11.2016
Office Administration
Algonquin College
High School Diploma -
Rochester Adult School
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