Summary
Overview
Work History
Education
Skills
Timeline
Generic

Carol Emberley

customer service
Milton

Summary

Personable customer service representative committed to providing high-quality service and superior guest experiences. Positive and infectious personality with excellent interpersonal and relationship-building skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.

Overview

20
20
years of professional experience

Work History

Claims Advisor

Desjardins
07.2023 - 09.2023
  • Enhanced customer satisfaction by efficiently processing and resolving insurance claims.
  • Maintained comprehensive knowledge of industry regulations, ensuring compliance in all claim handling procedures.
  • Provided exceptional customer service by addressing client concerns and keeping them informed throughout the claims process.
  • Ensured accuracy of data entry by diligently reviewing and updating client records in the company database system.
  • Assisted clients in navigating the often complex world of insurance claims while providing empathetic support during difficult situations.
  • Responded to inquiries by answering questions, providing information and directing customers to appropriate resources.
  • Performed administrative duties by verifying documentation, researching facts and contacting other parties involved to determine fault percentages and minimize potential losses.
  • Delivered exceptional customer service to policyholders by communicating important information and patiently listening to issues.
  • Examined claims forms and other records to determine insurance coverage.
  • Maintained claims data in INDM systems.

Merchandiser

Carlton Cards
07.2022 - 07.2023
  • Boosted sales by implementing effective merchandising strategies and visually appealing displays.
  • Enhanced customer satisfaction by providing product knowledge and recommending suitable items based on individual needs.
  • Managed inventory levels with regular monitoring, ordering, and stock replenishment for optimal product availability.
  • Collaborated with store management to develop promotional plans and execute timely merchandise resets.
  • Streamlined merchandise presentation through consistent application of planograms and adherence to company guidelines.
  • Reduced out-of-stock instances by conducting regular audits, adjusting inventory counts, and communicating discrepancies to management.
  • Improved overall store appearance by performing routine maintenance tasks such as cleaning shelves, updating signage, and reporting damaged fixtures for repair or replacement.
  • Assisted customers in locating desired items or suggesting suitable alternatives when necessary, contributing to an elevated shopping experience.
  • Optimized inventory turnover by closely monitoring sell-through rates and adjusting replenishment orders accordingly.
  • Removed damaged, out-of-code, not-in-set and discontinued items from displays.
  • Inspected merchandise for quality and arranged proper display location on floor.
  • Monitored inventory levels and kept adequate stock in product displays on sales floor.
  • Completed efficient store resets to prepare store for special promotions and seasonal updates.
  • Established strong vendor relationships to maintain and support business.
  • Collaborated with store managers to determine best placement for merchandise displays.

Assistant Store Manager

Michaels Arts And Crafts
01.2012 - 10.2020
  • Boosted customer satisfaction by providing exceptional service and addressing concerns promptly.
  • Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
  • Streamlined inventory management with regular audits, accurate ordering, and efficient stock organization.
  • Maximized profits by negotiating better deals with vendors and reducing shrinkage through loss prevention strategies.
  • Increased employee retention, training staff in effective customer service techniques and product knowledge.
  • Improved store operations by establishing clear communication channels between team members and implementing efficient scheduling practices.
  • Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
  • Spearheaded staff recruitment efforts, interviewing candidates for open positions and selecting top talent to join the team.
  • Implemented loss prevention tactics to deter thefts while maintaining a welcoming environment for all customers.
  • Mentored new employees on company policies, procedures, and best practices to ensure their success within the organization.
  • Resolved escalated customer issues effectively leading to improved customer satisfaction rates.
  • Conducted regular performance evaluations of team members while providing constructive feedback resulting in enhanced productivity levels.
  • Rotated merchandise and displays to feature new products and promotions.
  • Walked through store areas to identify and proactively resolve issues negatively impacting operations.
  • Maintained positive customer relationships by responding quickly to customer service inquiries.
  • Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
  • Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.

Receptionist

Auto Tech
04.2011 - 01.2012
  • Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
  • Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Confirmed appointments, communicated with clients, and updated client records.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Answered phone promptly and directed incoming calls to correct offices.
  • Handled cash transactions and maintained sales and payments records accurately.

Education

No Degree - Retail Management

Sheridan College Institute of Technology And Advanced Learning
Oakville, ON
05.1991

Skills

  • Complaint resolution
  • Order fulfillment
  • Credit card processing
  • POS systems
  • Data Collection
  • Appointment Scheduling
  • Product Knowledge
  • Microsoft Office Suite
  • Active Listening
  • Microsoft Outlook
  • Filing
  • Problem-Solving Abilities

Timeline

Claims Advisor

Desjardins
07.2023 - 09.2023

Merchandiser

Carlton Cards
07.2022 - 07.2023

Assistant Store Manager

Michaels Arts And Crafts
01.2012 - 10.2020

Receptionist

Auto Tech
04.2011 - 01.2012

No Degree - Retail Management

Sheridan College Institute of Technology And Advanced Learning

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Carol Emberleycustomer service