Summary
Overview
Work History
Education
Skills
References
Timeline
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Abigail Edwards-Stewart

Winnipeg,MB

Summary

Customer-focused professional with track record of success in responding to customers' needs in accordance with procedures. Assertive yet polite individual with special talents in drumming up new business. In-depth knowledge in the area of Hospitality and Tourism Management skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results. Expert at providing relevant information and options to effectively resolve issues. Upbeat and energetic with grace in handling difficult situations through resourcefulness and adaptability.

Overview

6
6
years of professional experience

Work History

Quality Assurance Analyst

24/7 IntouchINC
Winnipeg, MB
08.2021 - Current
  • Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
  • Side by Side Session
  • Call Evaluation
  • Monitored product standards and quality-control programs.
  • Fixed identified issues to increase productivity and boost workflows.
  • Promoted adherence to quality standards by educating personnel on quality control.

Mentor

24/7 Intouch Inc
Winnipeg, MB
07.2021 - 08.2021


  • Planned, developed and implemented strategies to convey information with key decision makers.
  • Evaluated individual knowledge, skills and strengths.
  • Tool development


Technical Service Advisor

24-7 Intouch
Winnipeg, MB
12.2020 - 07.2021
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Promoted strong customer satisfaction by diagnosing and troubleshooting product issues without need for escalated support.

Team Coordinator

24-7 Intouch
Winnipeg, MB
02.2020 - 04.2020
  • Proved successful working within tight deadlines and fast-paced atmosphere.
  • Managed a team of employees, overseeing, coaching, and professional growth of employees.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Handled calls within a short time frame to address customer inquiries and concerns.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Prepared a variety of different written communications, reports and documents to ensure smooth operations.
  • Worked flexible hours; night, weekend, and holiday shifts.
  • Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
  • Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.

Customer Service Representative

24-7 Intouch
Winnipeg, MB
10.2018 - 02.2020
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Consulted with outside parties to resolve discrepancies and create effective solutions.
  • Responded to customer requests for products, services and company information.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Room Attendant

Norwood Hotel
Winnipeg, MB
10.2017 - 09.2018
  • Cleaned guest rooms and changed linens according to company specifications, ensuring that each room was in compliance with standard set up.
  • Replenished guest room supplies, including water glasses, toiletries, and paper products.
  • Completed laundry services with special attention to care instructions, including hand-washing and dry cleaning.
  • Vacuumed, dusted and maintained common areas, including hallways and waiting areas at elevators.
  • Operated machines and used chemicals by following all safety protocols and procedures to avoid burns and injuries.

Office Assistant-Front Desk Receptionist

Brian Alexander Land Surveying
Jamaica
05.2013 - 05.2015
  • Handling incoming calls and other communications.
  • Managing filing system, recording information as needed, greeting clients and visitors as needed and updating paperwork, maintaining documents and word processing.
  • Kept physical files and digitized records organized for easy updating and retrieval by authorized team members.
  • Interacted with customers professionally by phone, email or in-person to provide information and directed to desired staff members.

Education

Diploma - Hospitality and Tourism Management

Red River College Of Applied Arts, Science And Technology
Winnipeg, MB
2017

Associate Degree - Hospitality and Tourism Management

Montego Bay Community College
2015

Skills

  • Order Fulfillment
  • Customer Service Excellence
  • Account Updates
  • Customer Complaint Resolution
  • Product Knowledge
  • Technical Support
  • Billing Inquiries
  • Payment processing
  • Team Building
  • Customer Relations
  • Shipping procedures understanding
  • Account Management

References

Available upon request

Timeline

Quality Assurance Analyst

24/7 IntouchINC
08.2021 - Current

Mentor

24/7 Intouch Inc
07.2021 - 08.2021

Technical Service Advisor

24-7 Intouch
12.2020 - 07.2021

Team Coordinator

24-7 Intouch
02.2020 - 04.2020

Customer Service Representative

24-7 Intouch
10.2018 - 02.2020

Room Attendant

Norwood Hotel
10.2017 - 09.2018

Office Assistant-Front Desk Receptionist

Brian Alexander Land Surveying
05.2013 - 05.2015

Diploma - Hospitality and Tourism Management

Red River College Of Applied Arts, Science And Technology

Associate Degree - Hospitality and Tourism Management

Montego Bay Community College

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