Courteney Whelan
Fergus,ON
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Utilizing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Proficient in customer service, enhancing customer desires, providing solutions to build loyalty.
Overview
15
15
years of professional experience
Work History
Customer Service Lead
Culligan Water
05.2021 - Current
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
- Coordinated schedules, assignments, and daily tasks for team members, optimizing resource utilization.
- Collaborated with cross-functional teams to ensure seamless customer experiences across all channels.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Updated account information to maintain customer records.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Collaborated with sales team to identify potential upsell opportunities and expand client base.
Front End Supervisor
FreshCo
04.2020 - 07.2021
- Maintained a clean and organized front-end area to ensure a pleasant shopping experience for customers.
- Managed customer returns and exchanges efficiently, ensuring a smooth process for both customers and employees.
- Monitored cashier performance metrics to identify areas for improvement and implement corrective actions as needed.
- Monitored cash drawers in 6 checkout stations to verify adequate cash supply.
- Enhanced customer satisfaction by effectively managing front-end operations and addressing customer concerns promptly.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Assisted in the development of staff schedules to ensure adequate coverage during peak hours while minimizing labor costs.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
Paint Associate
Rona
04.2009 - 09.2009
- Monitored employee performance to maintain quality and compliance with job standards.
- Managed and organized color merchandising materials, catalogs and manufacturer information.
- Informed customers of in-store promotions and events for paint department.
- Collaborated with team members to complete large-scale projects efficiently while adhering to strict deadlines.
- Optimized store appearance through effective merchandising strategies that highlighted key products and promotions.
- Offered color matching expertise and paint product selection advice to assist customers with paint choice.
- Delivered exceptional customer service through active listening, empathetic communication, and problem-solving skills.
- Processed new shipments and incoming inventory and checked vendor list for accurate inventory reporting.
- Maintained an organized workspace to ensure smooth operations during peak hours and high-traffic periods.
- Operated POS system to total purchases and receive and process cash, credit and debit card payments.
Education
Certificate - Dental Assisting Level 1
Everest College
Kitchener, ONBachelor of Arts - History
Wilfred Laurier University
Waterloo, ONSkills
- Email Etiquette
- Payment Processing
- Cash Handling
- Business Writing
- Customer Complaint Resolution
- Account Management
- Inventory Control
- Data Entry
- Telephone Etiquette
- Order Management
- Interpersonal communications
- Team training and development
Timeline
Customer Service Lead
Culligan Water
05.2021 - Current
Front End Supervisor
FreshCo
04.2020 - 07.2021
Paint Associate
Rona
04.2009 - 09.2009
Certificate - Dental Assisting Level 1
Everest College
Bachelor of Arts - History
Wilfred Laurier University