Breanna Love
Ingersoll,ON
Overview
9
9
years of professional experience
Work History
Customer Care Representative
Hydro One
Woodstock, Ontario
03.2024 - Current
- Handled customer inquiries via phone and email, ensuring prompt and accurate responses.
- Manages high volumes of incoming calls to provide customer support.
- De-escalate customer issues with proven conflict mediation and problem-solving ability.
- Educated customers on product features and services to enhance their understanding and satisfaction.
- Escalates complex issues to management for timely resolution.
- Maintained detailed records of customer interactions and transactions to support service quality and follow-up.
- Documents customer interactions in the CTI system for future reference.
- Adheres strictly to all applicable laws and regulations pertaining to customer privacy rights and OEB.
- Consistently seeks additional work to improve knowledge from other departments.
- Ensured monthly scorecard results met or exceeded 80% through diligent tracking and adherence to performance standards.
Customer Service Lead
Canna Cabana
Woodstock, Ontario
06.2023 - Current
- Drives top sales results at this location since opening.
- Earned 98% on the annual loss prevention audit.
- Ensured adherence to compliance and loss prevention rules by regularly reviewing policies and procedures.
- Managed daily expenses and store needs; checked for cash shortages and investigated discrepancies.
- Organized store operations and restored inventory counts after management gaps.
- Coordinated schedule cleanup and reorganization for other stores.
- Helps other stores reorganize and get on great daily schedules so nothing gets missed or falls behind
- Finishing assigned work ahead of deadline and looking for additional tasks to stay productive.
- Completed biweekly schedules.
- Used Excel, Microsoft Word, and PowerPoint daily.
Store Manager
Money Mart
Tillsonburg, ON
07.2019 - 05.2023
- Managed daily store operations and ensured compliance with company policies.
- Oversaw cash handling procedures to maintain accuracy and security of transactions.
- Resolved customer complaints efficiently to ensure satisfaction.
- Analyzed sales data to identify trends and adjust merchandising strategies accordingly.
- Maintained a clean, organized, and safe shopping environment for customers and employees.
- Recruited, trained and supervised new employees.
- Developed weekly work schedules for store personnel to optimize staffing and enhance operational efficiency.
- Oversaw inventory management through cycle counts and audits.
- Updated and maintained store signage and displays.
- Compiled and presented monthly reports on sales figures, expenses, and profits to support strategic planning.
- Maintained accurate records of employee performance reviews.
- Evaluated store performance and incorporated feedback to implement improvement plans.
- Established store tactics and strategies to achieve operational performance and sales goals.
- Developed strategies to maximize sales and profitability.
- Exceeded team goals and resolved issues by sharing and implementing customer service initiatives.
- Completed daily collection and reminder calls.
- Leveraged Excel and Microsoft products to analyze data and generate reports for informed decision-making.
Kitchen Manager
Swiss Chalet
Woodstock, ON
02.2018 - 02.2021
- Trained new employees on kitchen procedures and safety protocols to ensure compliance and operational consistency.
- Delegated work to staff, set priorities and goals.
- Supported kitchen team during dinner rushes to maintain service quality and efficiency.
- Applied health and safety procedures throughout daily operations.
- Delivered consistent customer service during busy shifts.
- Resolved guest concerns and de-escalated conflicts to enhance customer satisfaction.
- Completed closing duties, handled cash, and prepared nightly reports.
- Participated in cross-training sessions to learn multiple roles within the restaurant environment. across serving, takeout, cooking, and supervisor duties.
Education
Secondary School -
College Avenue Secondary School
Woodstock, ON06-2017
Skills
Customer Relationship Management
Customer Onboarding
Customer Retention Strategies
Cash Handling
Scheduling
Microsoft Office
Compliance
Retail Management
Visual Merchandising
Retail Sales
Conflict resolution
Communication skills
Timeline
Customer Care Representative
Hydro One
03.2024 - Current
Customer Service Lead
Canna Cabana
06.2023 - Current
Store Manager
Money Mart
07.2019 - 05.2023
Kitchen Manager
Swiss Chalet
02.2018 - 02.2021
Secondary School -
College Avenue Secondary School