CAROL FRASER
Stayner
Summary
Experienced administrative professional with a strong background in customer service. Delivers exceptional support and exceeds client expectations. Skilled in multitasking and maintaining a high level of professionalism. Committed to delivering top-notch service and contributing to the success of a dynamic organization.
Overview
17
17
years of professional experience
Work History
Personal Banking Associate
TD Bank Canada
Collingwood, Ontario
06.2022 - Current
- Conducted regular account reviews to identify opportunities for cross-selling additional bank products and services.
- Participated actively in staff training programs designed not only for personal professional development but also for enhancing overall team performance levels.
- Balanced teller drawers and ATM cash.
- Handled sensitive customer inquiries with discretion and professionalism, maintaining strict adherence to privacy regulations.
- Opened, closed, and updated accounts for customers.
- Increased client retention through exceptional relationship-building and proactive problem-solving skills.
- Explained account terms and conditions to customers.
- Ensured compliance with all regulatory requirements by meticulously reviewing transaction records and adhering strictly to established operational guidelines.
- Verified customer identity and reviewed documentation for accuracy.
- Processed loan applications diligently, resulting in increased loan approval rates for qualified borrowers.
- Resolved complex customer issues promptly, escalating matters when necessary to ensure timely resolutions and maintain client satisfaction.
- Assisted customers in opening new accounts, ensuring thorough understanding of available products and services.
- Supported colleagues during peak periods as needed, fostering positive team environment conducive to achieving shared goals.
- Enhanced customer satisfaction by providing personalized banking solutions tailored to individual needs.
- Developed and maintained strong customer relationships, providing exceptional service and advice.
Shift Supervisor
Starbucks Canada
Wasaga Beach, Ontario
01.2018 - 05.2023
- Manage daily activities at the store including, break management, ensure product availability, maintain positive customer and partner experience while maintaining Third Place techniques and practices by using play builder, batch guidance and Sirens’ eye resource tools
- Engage staff members to participate in Starbucks corporate culture, practice health and safety regulations
- Coach new partners using best practice procedures and connecting with barista trainer to nurture and expand on their confidence and skills
- Coach partners on service gaps, standard practices, partner experience concerns and reconciliations
- Identify talent and encourage use of non-coverage/training hours to complete online modules, identify opportunities to enhance skills and share with manager
- Plan, coordinate and execute community beach cleanup days on a regular basis to help partners engage in the community and help the environment
- Connect with the local food bank on current needs as well as coordinate weekly donations through the Food Share initiative with plans to onboard Collingwood to participate; also organized a food bank drive during the #extrashotofgood in December along with donations of hats, mittens, socks and scarves to be handed out at food bank
- Completed at 30 hour course to become a Climate Reality Project Certified Partner, presenting details of Climate Reality to the district after presenting to DM; subsequently assessed the Wasaga Beach store was not having compost collected and recyclable items were being put in trash so I worked with the manger to reinstate compost pickup, separate recyclable items from trash, convey to partners and reroute to recycle bins
- Hosted a presentation to advise our partners about the Climate Reality Project as well as promote the Green/er Apron Program and any related programs that Starbucks has created to participate in sustainability and how they apply in the workplace and can be integrated at home
- Assist newly hired partners by assessing their learning styles and connecting with other supervisors to support their partner experience and ensure a smooth transition into play builder positions
- Encourage participation in coffee tastings and completing coffee passport to strengthen partner product knowledge which then intensifies customer experience on multiple levels
- Coach new shift supervisors on FIFO routines when putting away orders, importance of ordering to pars, rotating stock and checking expiry dates on product
- Connect with partners to encourage feedback for performance on floor, open door policy about opportunities to improve and adjust
Merchandise Services Associate/Mobility Systems Management/Vendor Relations
The Source
Barrie, Ontario
05.2008 - 06.2016
- Work with Category Sales managers to coordinate ad Plans with flyer promotions, process paperwork and enter any cost change, price change and promotions as required under strict deadlines
- Receive pricing grids from Bell, maintain & update pricing daily as required
- Manage communications to stores on Mobility updates daily
- Answer store questions on Price changes and discrepancies between communication and store POS Dispatch files to individual stores when necessary to ensure positive customer experience
- Process Audit reports for Finance to ensure accuracy of data entry for Mobility
- Work with Mobility team, Retail Execution and Marketing to co-ordinate launch of new products providing expertise on system constraints and timelines needed for various aspects of launch
- Act as primary contact for Store Help & Store Ops department with questions on Mobility price updates
- Prepare and negotiate and manage all aspect of The Source Purchasing Agreements with entire Vendor base (existing and new)
- Maintain and Review Purchase Agreement details in all systems of record
- Provide detailed and/or summarized reports of Purchase Agreement details to Executive Team Members
- Prepared step-by-step procedural manuals for Vendor Relations role as well as Oracle Functions
- Performed system testing and created case studies for Oracle functionality
- As Change Management ambassador helped to create and organize effective training sessions for Oracle Release
Education
Continuing Education Courses - Advanced Excel, Supervisor Skills Modules
Georgian College of Applied Arts And Technology
Barrie, None01.2013
Advertising -
Georgian College of Applied Arts & Technology
Barrie, ON01-1996
Skills
- Detail oriented
- Proficient in Microsoft Office
- Report Analysis
- Report Creation
- Supervisor Skills
- Certified in 4S Joint Health and Safety Ontario
- Customer service
- Verbal and written communication
- Self-motivated nature
- Documentation skills
- Reviewing documents
Accomplishments
- PLIANT CORPORATION - EMPLOYEE OF THE MONTH
- CARRIAGE HILLS RESORT - EMPLOYEE OF THE MONTH
- THE SOURCE - SERVICE EXCELLENCE IN SUPPLY CHAIN AWARD
- STARBUCKS – DISTRICT COMMUNITY CHAMPION AWARD
Timeline
Personal Banking Associate
TD Bank Canada
06.2022 - Current
Shift Supervisor
Starbucks Canada
01.2018 - 05.2023
Merchandise Services Associate/Mobility Systems Management/Vendor Relations
The Source
05.2008 - 06.2016
Continuing Education Courses - Advanced Excel, Supervisor Skills Modules
Georgian College of Applied Arts And Technology
Advertising -
Georgian College of Applied Arts & Technology
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