Alicia Paquette
London,ON
Summary
Collaborative leader partnering with coworkers to foster an engaged and empowering work culture. Proven track record in building and maintaining strong relationships with diverse stakeholders in dynamic and fast-paced settings.
Overview
16
16
years of professional experience
Work History
Customer Experience Representative
Start.ca
07.2020 - Current
- Established a positive work environment that encouraged collaboration and teamwork among staff members for optimal results.
- Promoted upselling opportunities when appropriate, contributing to increased revenue generation through add-on sales or upgrades of existing products services.
- Facilitated smooth issue resolution by maintaining clear lines of communication between customers and relevant departments.
- Continuously refined personal communication skills, adapting to various customer personalities and preferences for optimal rapport building.
- Assisted in the development of new policies and procedures that aimed at exceeding customer expectations consistently across all touchpoints.
- Documented customer interactions in internal database to maintain customer service history details.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Responded proactively and positively to rapid change.
- Implemented and developed customer service training processes.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Developed strong relationships with clients, fostering a sense of trust and reliability in the company''s services.
Customer Service Co-Ordinator
TJX Winners
09.2019 - 07.2020
- Responded to customer needs through competent customer service and prompt problem-solving.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled escalated customer issues with empathy and patience, working closely with management to reach satisfactory resolutions.
- Mentored junior team members, fostering a positive work environment and boosting overall team performance.
- Leveraged strong product knowledge to educate customers about available options and assist them in making informed purchasing decisions.
Merchandise Co-Ordinator/Retail Sales Key Holder
TJX Marshalls
03.2018 - 09.2019
- Boosted sales revenue by consistently meeting and exceeding individual and team sales targets.
- Collaborated managers and Sales Associates to create a positive work environment focused on teamwork and achieving goals.
- Collaborated with store employees to achieve established sales objectives and goals, boosting overall sales.
- Assisted in staff training, sharing knowledge of product features, benefits, and sales techniques to enhance overall team performance.
- Provided exceptional customer service by addressing inquiries, resolving issues, and recommending suitable products based on individual needs.
- Developed lasting relationships with customers, resulting in repeat business and increased customer satisfaction.
- Maintained detailed records of daily sales activities, ensuring accurate reporting for management analysis and decision-making purposes.
Sales Associate
TJX Canada
08.2008 - 04.2018
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
Marketing Intern
YMCA/YWCA
03.2016 - 12.2016
- Produced, shot and edited promotional videos for web
- Worked closely with Communications Officer and fitness team to create videos for marketing and fundraising purposes
- Assisted in creating written, video, and image content for marketing channels.
- Participated in brainstorming sessions, contributing fresh ideas that led to innovative marketing initiatives.
- Researched interesting and relevant content to capture interest and improve site traffic.
Freelance Videographer
A Blooming Affair Fashion Show
10.2015 - 06.2016
- Company Overview: Oktoberfest Marketing
- Shot, produced and edited promotional video for A Blooming Affair Fashion Show
- Oktoberfest Marketing
Web Producer
Conestoga Connected
01.2016 - 04.2016
- Company Overview: Conestoga College
- Built and maintained social media platforms
- Filmed and edited web content such as behind the scenes vlogs
- Helped segments optimize their social media platforms
- Conestoga College
Segment Producer
Conestoga Connected
01.2016 - 04.2016
- Company Overview: Conestoga College
- Pitched segment idea every week
- Booked guests and interviews
- Wrote research packs for host
- Aired on Rogers TV Kitchener
- Conestoga College
Education
Bachelor of Communications -
Carleton University
Broadcast Television - Producer specialization
Conestoga College
01.2016
Skills
- Call center experience
- Complaint Handling
- Complaint resolution
- Customer Education
- Teamwork and Collaboration
- Problem-Solving
- Multitasking Abilities
- Active Listening
- Adaptability and Flexibility
References
References are available on request.
Languages
English
Timeline
Customer Experience Representative
Start.ca
07.2020 - Current
Customer Service Co-Ordinator
TJX Winners
09.2019 - 07.2020
Merchandise Co-Ordinator/Retail Sales Key Holder
TJX Marshalls
03.2018 - 09.2019
Marketing Intern
YMCA/YWCA
03.2016 - 12.2016
Web Producer
Conestoga Connected
01.2016 - 04.2016
Segment Producer
Conestoga Connected
01.2016 - 04.2016
Freelance Videographer
A Blooming Affair Fashion Show
10.2015 - 06.2016
Sales Associate
TJX Canada
08.2008 - 04.2018
Bachelor of Communications -
Carleton University
Broadcast Television - Producer specialization
Conestoga College
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