Andrea Benson
Summary
Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.
Overview
19
19
years of professional experience
Work History
Team Lead
Sunshine Admin
05.2021 - Current
- Led employee relations through effective communication, coaching, training, and development.
- Cultivated positive, productive team environments, resolving conflicts quickly.
- Delivered regular team meetings for aligned work towards common goals.
- Coordinated team collaboration to share ideas and build best practices.
- Developed performance measurement strategies, identifying areas for improvement.
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
- Responsible for Electric/ General Contracting team of 8-10 members
- Train new staff, scheduling, and keeping team members up to date on partner policies.
- Taking calls from customers and booking appointments/service calls, as well as outbound calls, estimate follow ups and collections calls
- Responsible for being up to date on multiple booking systems ( Housecall Pro, Service Titan, Service Fusion, Skyboss, Jobber, etc)
- Answering and booking for up to 30 different partners daily
Managing social media, emails and website live chat as well as Chiirp messages
- Creating training documents, videos and scripts for new partners
- Maintaining a positive working relationship with partners as well as meeting regularly, and addressing any requests and concerns.
- Invoicing customers as well as completing estimate follow ups and making collection calls
Conflict resolution between team members and/or partners
Customer Service Representative
Sunshine Admin
03.2021 - 05.2021
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Cake Decorator
Coleman's Food Centre
04.2018 - 03.2021
- Designed specialty cakes for weddings, birthdays, and graduations.
- Assisted customers with selecting suitable cake designs based on their preferences, demonstrating excellent listening skills and attention to detail.
- Handled phone calls regarding inquiries, cancelled orders, and ordering conflicts.
- Consistently met customer expectations through clear communication regarding design specifications and delivery timelines.
- Developed a loyal clientele through exceptional customer service and high-quality cake decorations.
- Improved bakery sales by creating innovative cake designs for holidays and special events.
- Packaged and priced each product according to company pricing procedures.
- Managed material inventory and ordered new materials when needed.
Cake Decorator
Loblaws
06.2015 - 04.2018
- Designed specialty cakes for weddings, birthdays, and graduations.
- Assisted customers with selecting suitable cake designs based on their preferences, demonstrating excellent listening skills and attention to detail.
- Achieved consistent results in producing intricate designs under tight deadlines, showcasing strong time management skills.
- Trained and supervised part-time cake decorators to apply proper decorating techniques in creating edible icing, flowers and figurines.
- Proactively addressed any customer concerns or complaints, demonstrating a commitment to maintaining positive relationships and ensuring overall satisfaction.
Assistant Manager
Domino's Pizza
09.2013 - 06.2015
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
Front End Supervisor
Coleman's Food Centre
10.2005 - 02.2013
- Monitored cashier performance metrics to identify areas for improvement and implement corrective actions as needed.
- Ensured compliance with company policies and local regulations through regular audits of cash registers, transaction records, and employee behaviors on duty.
- Handled personnel issues such as attendance tracking, time-off requests, disciplinary actions fairly.
- Assisted in the development of staff schedules to ensure adequate coverage during peak hours while minimizing labor costs.
- Implemented improved cash handling procedures, reducing discrepancies and ensuring accurate financial records.
Education
Diploma - Administrative Assistant
Ashworth College
Canada07.2021
High School Diploma -
O'Donel High School
Mount Pearl, NL06.2003
Skills
- Customer Focus
- Coaching and Mentoring
- Performance monitoring
- Schedule Management
- Employee Evaluation
- Teamwork and Collaboration
- Problem-Solving
- Attention to Detail
- Team Supervision
- Quality Improvement
- Call Center Operations
Timeline
Team Lead
Sunshine Admin
05.2021 - Current
Customer Service Representative
Sunshine Admin
03.2021 - 05.2021
Cake Decorator
Coleman's Food Centre
04.2018 - 03.2021
Cake Decorator
Loblaws
06.2015 - 04.2018
Assistant Manager
Domino's Pizza
09.2013 - 06.2015
Front End Supervisor
Coleman's Food Centre
10.2005 - 02.2013
Diploma - Administrative Assistant
Ashworth College
High School Diploma -
O'Donel High School
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