Summary
Overview
Work History
Education
Skills
Languages
Certification
Timeline
Generic

Cortney Wilson

Digby

Summary

Accomplished Customer Service Supervisor at Bay Ferries Limited, adept in problem-solving and proficient in Microsoft Office, significantly improved customer satisfaction. Leveraged strong decision-making and customer relations skills to resolve complex issues, fostering loyalty and enhancing team performance. Achieved notable success in training development and operational improvements, demonstrating adaptability and a commitment to excellence.

Customer service professional with extensive experience managing support teams and improving operational efficiency. Recognized for promoting team collaboration and achieving results. Consistently adaptable to changing needs and skilled in conflict resolution and staff training.

Professional in customer service with strong focus on team collaboration and achieving results. Skilled in conflict resolution, communication, and managing team performance. Reliable and adaptable, ensuring seamless operations and customer satisfaction in dynamic environments. Prepared to lead and support team to meet and exceed goals.

Experienced with leading customer service teams to deliver top-tier support. Utilizes effective communication and problem-solving skills to enhance customer satisfaction. Track record of fostering team collaboration and maintaining service quality.

Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.

Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.

Overview

25
25
years of professional experience
1
1
Certification

Work History

Customer Service Supervisor

Bay Ferries Limited
06.2001 - Current
  • Resolved customer complaints by implementing immediate solutions.
  • Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
  • Coached employees through day-to-day work and complex problems.
  • Prepared feedback summaries to share insights with management.
  • Conducted performance reviews to promote professional growth within team.
  • Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
  • Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
  • Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
  • Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
  • Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
  • Researched and corrected customer concerns to promote company loyalty.
  • Developed comprehensive training materials for new hires, ensuring consistent knowledge and skill development across the team.
  • Created, prepared, and delivered reports to various departments.
  • Led by example, handling complex customer issues personally to ensure high standards of service.
  • Resolved escalated customer complaints, ensuring satisfaction and loyalty.

Political Agent and Secretary

Liberal Party
03.2014 - 03.2022
  • Handled multiple accounts to ensure timely communication and issue resolution.
  • Created reports to track progress and inform strategic decision-making.
  • Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
  • Reviewed and executed confidential documents, contracts and disclosures.

Tax Preparer

Liberty Tax
01.2017 - 04.2021
  • Supported senior tax preparers by assisting with complex tax returns as needed.
  • Documented client interactions thoroughly to provide clear records of services rendered.
  • Prepared individual and small business tax returns by gathering necessary documentation and information.
  • Implemented new tax regulations for compliance with federal and state guidelines.
  • Established rapport with clients by addressing tax-related questions and concerns.
  • Maintained high levels of confidentiality when dealing with sensitive client information, fostering trust and loyalty among clients.
  • Analyzed financial records to verify accuracy of tax returns.
  • Provided exceptional customer service during peak tax season by remaining calm under pressure and addressing client concerns promptly and professionally.
  • Assessed client tax situations to determine best filing options.
  • Maintained complete records of client tax returns and supporting documentation in secured areas.
  • Communicated with clients regarding tax situations, providing guidance on financial decisions.
  • Maintained compliance by adhering to current tax laws and regulations.
  • Educated clients on tax planning strategies, helping them save money in future years.
  • Reviewed clients tax filing papers thoroughly to determine eligibility for additional tax credits or deductions.
  • Identified potential tax deductions and credits, maximizing clients' refunds or minimizing owed amounts.

Food Service Supervisor

Big Tide Takeout
03.2007 - 08.2013
  • Kept guest and work areas clean, organized, and sanitized per established standards.
  • Reduced food waste by implementing proper inventory tracking and storage practices.
  • Maintained compliance with company policies and procedures for food safety, sanitation, and quality.
  • Maintained health and food safety standards at all stages, from storage through delivery.
  • Closely monitored food safety procedures ensuring consistent adherence to HACCP guidelines, preventing foodborne illnesses.
  • Ordered new supplies and food to maintain service levels.
  • Boosted employee morale by providing ongoing training, support, and performance feedback to staff members.
  • Established and managed team schedules and shift assignments.
  • Tracked food production levels, meal counts, and supply costs.
  • Maintained high-quality standards for food preparation, presentation, and taste across all menu offerings.
  • Trained and supervised new staff to enhance customer service skills and comply with food safety standards.
  • Oversaw balancing of cash registers, reconciled transactions, and deposited establishment's earnings to bank.

Wait Staff Member

Reed Raven Pub
04.2000 - 10.2002
  • Maintained cleanliness in dining area, contributing to a pleasant atmosphere for customers.
  • Cultivated warm relationships with regular customers.
  • Bussed and reset tables to keep dining room and work areas clean.
  • Demonstrated excellent multitasking abilities by managing multiple tables simultaneously without sacrificing quality of service.
  • Enhanced customer satisfaction by providing attentive service and efficiently addressing concerns.
  • Contributed to increased sales by upselling menu items and suggesting daily specials to guests.
  • Accurately managed cash transactions while handling high-volume shifts, ensuring balanced registers at the end of each shift.

Education

High School Diploma -

Annapolis West Education Center
Annapolis Royal, NS
06-1999

Skills

  • Problem-solving
  • Time management
  • Customer service
  • Multitasking and organization
  • Decision-making
  • Customer relations
  • Handling escalations
  • Proficient in excel, microsoft office
  • Adaptability and flexibility

Languages

English
Native or Bilingual
French
Limited Working

Certification

  • CPR/AED Certification
  • First Aid Certification

Timeline

Tax Preparer

Liberty Tax
01.2017 - 04.2021

Political Agent and Secretary

Liberal Party
03.2014 - 03.2022

Food Service Supervisor

Big Tide Takeout
03.2007 - 08.2013

Customer Service Supervisor

Bay Ferries Limited
06.2001 - Current

Wait Staff Member

Reed Raven Pub
04.2000 - 10.2002

High School Diploma -

Annapolis West Education Center

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Cortney Wilson