Chantale Hislop
Summary
Driven by a commitment to excellence, I leveraged my customer service and problem resolution skills at Serco to enhance customer satisfaction and exceed performance metrics. My experience spans from front-line roles to management, consistently achieving company goals through effective communication and a focus on results. Skilled in both team leadership and customer complaint resolution, I've significantly contributed to maintaining high standards of service and operational success.
Overview
17
17
years of professional experience
Work History
Customer Service Agent
Serco NA
05.2023 - 10.2023
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Contributed to achieving company goals by consistently meeting or exceeding performance metrics.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Overnight Grocery Clerk
Loblaws
11.2017 - 05.2023
- Assisted with training new team members in overnight stocking procedures, ensuring they adhered to all safety protocols and company guidelines while integrating them into the existing team efficiently.
- Strengthened overall customer experience within the grocery section by consistently executing merchandising strategies that presented visually appealing layouts and properly priced items.
- Participated in weekly meetings with management to discuss department performance metrics and areas for improvement as a cohesive unit within the larger organization structure.
- Complied with all company policies regarding food safety standards, ensuring a healthy environment for both customers and employees alike.
Assistant Store Manager
Rogers Communications
08.2016 - 11.2016
- Directed employee tasks and time management, improving
customer experiences. - Built employee knowledge with training and mentoring.
- Coached employees on customer service and selling techniques.
- Achieved high per customer sales to meet company expectations.
- Assisted the Store Manager in analyzing sales data to identify trends and make informed decisions for improving overall store performance.
Sales Representative
Rogers Communications
10.2013 - 08.2016
- Developed and maintained strong customer relationships and
networks within designated sales territory. - Remained current on relevant product and industry information to
provide up-to-date catalogs and services. - Negotiated contracts and prices with clients to exceed sales goals.
- Attended scheduled training sessions, department meetings and company events to build expertise and promote company image.
- Monitored competitor trends and market shifts to maintain company
relevance.
Visual Merchandising Manager
Sears
08.2012 - 08.2013
- Assembled and set up displays, furniture and products in store space,
using colors, lights, pictures and other accessories to display product. - Attended training sessions and corporate planning meetings to
obtain new ideas for product launches. - Placed prices or descriptive signs on backdrops, fixtures,
merchandise, or floor. - Developed ideas and plans for merchandise displays and window
decorations. - Supervised and trained staff members on daily tasks, such as visual
merchandising. - Instructed sales staff in color coordination of clothing racks and
counter displays.
Retail Department Manager
Sears
08.2011 - 08.2012
- Delivered excellent customer service, driving quality shopping
experiences. - Delivered constructive feedback and developmental support to
department staff. - Analyzed department performance and defined actions required to
achieve business objectives. - Utilized computer and point of sale systems for maintaining
inventory and managing profit and loss. - Conducted disciplinary action and performance counseling, resulting
in decreased performance or policy violations. - Handled escalated customer issues, driving customer satisfaction
and repeat business.
Sales Associate
Sears
08.2006 - 08.2011
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
Education
High School Diploma -
Bishop Allen Academy Catholic Secondary School
Toronto, ON06.2008
Skills
Customer Service
Problem Resolution
Outstanding communication skills
Customer Complaint Resolution
Customer Focus
Timeline
Customer Service Agent
Serco NA
05.2023 - 10.2023
Overnight Grocery Clerk
Loblaws
11.2017 - 05.2023
Assistant Store Manager
Rogers Communications
08.2016 - 11.2016
Sales Representative
Rogers Communications
10.2013 - 08.2016
Visual Merchandising Manager
Sears
08.2012 - 08.2013
Retail Department Manager
Sears
08.2011 - 08.2012
Sales Associate
Sears
08.2006 - 08.2011
High School Diploma -
Bishop Allen Academy Catholic Secondary School
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