Owen Mustos
Toronto
Summary
An enthusiastic and reliable employee, possessing outstanding customer service and communication skills and a healthy sense of humour.
Developed key skills in leadership, team coordination, and customer satisfaction in fast-paced environment. Skilled in resolving conflicts and implementing strategies to improve customer experiences. Seeking to transition into new field, leveraging these abilities to drive success and innovation.
Upbeat and adaptable, with strong ability to lead and inspire teams. Possesses solid understanding of customer service principles and advanced problem-solving skills. Committed to driving positive customer experiences and improving operational efficiency.
Overview
10
10
years of professional experience
Work History
Full-time Senior Customer Experience Team Lead
Penguin Pickup
04.2021 - Current
- Managed a small team of customer experience agents
- Trained new agents in company policy and customer communication
- Assisted customers over the phone and via email
- Created reference tools for customer experience agents
- Helped develop a chatbot for Penguin Pickup
- Worked with Salesforce and Zendesk
- Regularly engaged in check-ins and feedback sessions with agents
Part-time Cashier
LOBLAWS (Jarvis Street Location)
10.2019 - Current
- Cashier duties primarily in support of self-checkout lanes and Customer Service Desk
- Tasks include processing transactions and returns as well as resolving customer queries and concerns
- Store closing duties including cash management
Full-time Sales Associate (Ladies Footwear, Luxury)
THE HUDSON BAY COMPANY
11.2017 - 04.2019
- Provided customer service in-store and over the phone
- Processed purchases, returns and card payments
- Organized stock and maintain visual displays
- Consistently opened new credit accounts for customers
- Achieved competitive sales and credit conversion rate
Page (part-time)
TORONTO PUBLIC LIBRARY
10.2014 - 11.2017
- Organized and shelved books in Dewey Decimal System and alphabetical order
- Assisted library patrons in finding and re-shelving books
- Frequently processed check-in of library material
- Occasionally worked front desk; creating library cards, processing fine payments and answering general library queries
Barista (part-time)
STARBUCKS
11.2016 - 03.2017
- Crafted Starbucks beverages and processed payment
- Set up displays
Skills
- Team management
- Coaching and mentoring
- Feedback delivery
- Client advocacy
- CRM software
- Trend monitoring
- Experience optimization
- Policy improvement
- Teamwork
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Multitasking
- Calm and professional under pressure
- Excellent communication
- Computer skills
- Understanding customer needs
- Customer service excellence
- Calm under pressure
- Active listening
- Effective communication
- Verbal and written communication
- Decision-making
- Problem resolution
- Relationship building
- Customer relations
- Phone etiquette
- Microsoft office
- Call center experience
- Team building
- Task prioritization
- Stress tolerance
- Self motivation
- Product knowledge
- Work prioritization
- Information gathering
- Complaint resolution
- Adaptability
- Written communication
- Professional telephone demeanor
- Inbound call management
- Sales and upselling
- Customer relationship management (CRM)
- Process improvement
Accomplishments
- Achieved [Result] through effectively helping with [Task].
- Supervised team of [Number] staff members.
- Collaborated with team of [Number] in the development of [Project name].
- Achieved [Result] by introducing [Software] for [Type] tasks.
Timeline
Full-time Senior Customer Experience Team Lead
Penguin Pickup
04.2021 - Current
Part-time Cashier
LOBLAWS (Jarvis Street Location)
10.2019 - Current
Full-time Sales Associate (Ladies Footwear, Luxury)
THE HUDSON BAY COMPANY
11.2017 - 04.2019
Barista (part-time)
STARBUCKS
11.2016 - 03.2017
Page (part-time)
TORONTO PUBLIC LIBRARY
10.2014 - 11.2017