Cerina Lucas
Nanaimo
Summary
Results-oriented professional with extensive experience in branch operations and customer service. Skilled in relationship building and team collaboration, contributing to improved customer satisfaction ratings and successful sales strategies.
Overview
22
22
years of professional experience
Work History
Branch Manager
Venue Financial Centres
2017.02 - 2026.01
- Led branch operations to enhance customer service and operational efficiency.
- Developed and implemented strategies to achieve sales targets and promote financial products.
- Mentored team members, fostering professional growth and enhancing skillsets within the branch.
- Streamlined workflow processes, resulting in improved service delivery and reduced turnaround times.
- Established strong relationships with clients, ensuring satisfaction and retention through personalized service.
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
- Ensured regulatory compliance through diligent adherence to industry standards, guidelines, and company policies.
Customer Service Manager
Walmart
2003.11 - 2017.02
- Led customer service initiatives to enhance overall satisfaction and loyalty.
- Developed training programs for staff to improve service delivery and efficiency.
- Implemented process improvements that reduced customer wait times significantly.
- Analyzed customer feedback to identify trends and inform strategic decisions.
- Oversaw daily operations, ensuring compliance with company policies and procedures.
- Managed conflict resolution processes, effectively addressing customer concerns and complaints.
- Fostered a collaborative team environment to promote seamless communication and support.
- Took ownership of customer issues and followed problems through to resolution.
Education
Business
Vancouver Island University
Nanaimo, BC2029-06
High School Diploma -
Francis Kelsey Secondary School
Shawnigan Lake, BC1997-06
Skills
- Branch operations management
- Customer service
- Customer relationships
- Excellent time management skills
- Excellent work ethic
- Relationship building and management
- Cash handling
- Team player
Languages
English
Full Professional
Timeline
Branch Manager
Venue Financial Centres
2017.02 - 2026.01
Customer Service Manager
Walmart
2003.11 - 2017.02
Business
Vancouver Island University
High School Diploma -
Francis Kelsey Secondary School