Summary
Overview
Work History
Education
Skills
Timeline
Generic

Brenda Hines

Kitchener,ON

Summary

Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.


Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

When working in Calgary was chosen to be an advisor on current Customer Relations program at SAIT.

Taught Customers Should be treated like Gold

at CP Rail to other employee.


Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.



Overview

35
35
years of professional experience

Work History

Amazon Courier

Intelcom
Brantford, ON
02.2020 - Current
  • Completed on-time deliveries by choosing best and most efficient routes.
  • Kept detailed records of completed or in-progress deliveries using hand-held devices and camera images.
  • Loaded truck and properly secured items to prevent damage for deliveries.
  • Operated vehicle safely in highly congested areas with no traffic violations.
  • Assessed customer drop-off locations to identify safest areas to leave packages, hiding packages behind pillars, beside furniture, or beneath doormats to prevent theft.

Manager

Surf And Turf Foods
Ancaster, ON
03.2013 - 03.2020
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Accomplished multiple tasks within established timeframes.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Onboarded new employees with training and new hire documentation.
  • Maintained professional, organized, and safe environment for employees and patrons.

Office Clerk

Airways Transit
Waterloo, ON
01.2011 - 03.2013
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Responded to inquiries from callers seeking information.
  • Interacted with customers by phone, email, or in-person to provide information.
  • Provided clerical support, addressing routine, and special requirements.
  • Routed customers for cost effective and time sensitive delivery to Toronto Pearson Airport

Safety/Dispatcher

T H Schneider
Cambridge, ON
04.2004 - 02.2010
  • Planned, organized, and managed work of subordinate staff to accomplish consistent work within organizational standards.
  • Maintained updated and detailed records of calls in physical and electronic database.
  • Directed dispatching, routing, and tracking of 20 fleet vehicles.
  • Closely monitored dispatch board to triage and prioritize over daily calls.
  • Generated reports to track deliveries and maintain proper records and documentation.
  • Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
  • Analyzed customer feedback and provided solutions to improve customer service.
  • Communicated with drivers and personnel to coordinate timely delivery of goods and materials.

Safety Manager

Courtesy Trucking
Cambridge, ON
01.2001 - 03.2004
  • Trained employees in most current regulations and practices in effort to prevent mishaps and promote overall safety.
  • Reduced injuries among personnel with development and implementation of robust safety programs and policies.
  • Addressed non-compliance issues and employees with [Type] officer and suggested remediation.
  • Facilitated meetings with upper management and executives to discuss ways that safety could be improved.
  • Facilitated occupational safety meetings and handled inquiries, questions and concerns in terms of training.
  • Promoted worksite safety by implementing enhanced lockout and tagout maintenance processes.
  • Developed and implemented safety policies and procedures to promote workplace safety.
  • Conducted safety audits and inspections to identify workplace hazards and deficiencies.
  • Took this company's CVOR from shutting down to 97% pass to keep them in business



Branch Manager

Consolidated Fastfrate
Calgary, AB
08.1998 - 10.2000
  • Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations.
  • Maintained friendly and professional customer interactions.
  • Trained employees on proper procedures and strategies to improve productivity.
  • Implemented new organizational strategies to strengthen filing systems for billing, receiving and delivery reports to optimize processes.
  • Responsible for all the day to day operations of a 100,000 sq foot warehouse, cross docking, loading freight for shipment to east, dispatch and control ltl freight pick ups and deliveries

  • All

Network Manager

C P Rail
Mississauga/Calgary , AB
03.1988 - 02.1998
  • Strengthened customer relationships with proactive and collaborative approach to managing needs.
  • Resolved issues promptly to drive satisfaction and enhance customer service.
  • Met and exceeded service level goals to achieve standards and expectations.
  • Attended networking events to build relationships and identify sales opportunities.

Education

CGIT - Transportation/Logistics

University of Toronto
Toronto, ON
06.1982

High School Diploma -

Scarlett Heights Collegiate Institute
Toronto, ON
06.1967

Skills

  • Attention to confidentiality
  • Teambuilding
  • Coaching and mentoring
  • Business Development
  • Schedule optimization
  • Operations management
  • Verbal and written communication
  • Project Management
  • Complaint resolution

Timeline

Amazon Courier

Intelcom
02.2020 - Current

Manager

Surf And Turf Foods
03.2013 - 03.2020

Office Clerk

Airways Transit
01.2011 - 03.2013

Safety/Dispatcher

T H Schneider
04.2004 - 02.2010

Safety Manager

Courtesy Trucking
01.2001 - 03.2004

Branch Manager

Consolidated Fastfrate
08.1998 - 10.2000

Network Manager

C P Rail
03.1988 - 02.1998

CGIT - Transportation/Logistics

University of Toronto

High School Diploma -

Scarlett Heights Collegiate Institute

Similar Profiles

CREATE PROFILE
Brenda Hines