COURTNEY FRANKLIN
Winnipeg
Summary
An organized and dependable candidate, successful at managing multiple priorities with a positive attitude. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
10
10
years of professional experience
Work History
Key Leader
Knix
10.2023 - Current
- Built relationships with customers using strong persuasion and active listening skills.
- Asked pertinent questions to understand customer requirements.
- Educated customers on product and service benefits, explaining features and answering questions.
- Overcame objections using friendly, persuasive strategies.
- Enhanced team efficiency by implementing streamlined processes and providing ongoing support.
- Developed strong relationships with clients, leading to increased customer satisfaction and repeat business.
- Mentored junior team members, fostering professional growth and skill development.
- Created a positive work culture by promoting open communication channels between staff members at all levels within the organization.
- Directed employees to create displays, upsell featured items and tidy store during assigned shifts.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Educated staff on organizational mission and goals to help employees achieve success.
Client Care Coordinator
HearCanada
01.2023 - 06.2023
- Responded to all client inquiries and asked appropriate questions to facilitate resolution.
- Answered customer questions via telephone, email and live chat services.
- Provided friendly greeting to visitors and gave knowledgeable and authoritative responses.
- Interacted with team members across departments to research and resolve customer issues.
- Provided excellent customer service by following up with clients, mailing out applications and responding to incoming calls.
- Explained available products and services, demonstrated features, and used persuasive communication strategies to redirect concerns.
- Finalized sales, processed payments and scheduled deliveries.
- Worked closely with manager to provide effective assistance for specific aspects of business operation.
- Managed and completed paperwork and overall office administration operations.
- Kept team efficient and on-task by maintaining well-stocked and organized supplies.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Communicated proactively with supervisors, immediately explained issues and teamed on appropriate solutions.
- Created and updated physical records and digital files to maintain current, accurate and compliant documentation.
- Delivered top-notch administrative support to office staff, promoting excellence in office operations.
- Prepared packages for shipment, pickup and courier services for prompt delivery to customers.
- Assisted in marketing efforts by identifying prospects and cold calling to induce sales.
Assistant Store Manager
Carter’s Oshkosh
07.2021 - 12.2022
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Supervised and evaluated staff, enabling them to improve skills, achieve daily objectives and attain advancement.
- Talent Management and requisition
Cast Member Supervisor
Disney Store Polo
09.2020 - 07.2021
- Dealt with Covid related concerns
- Creating Magic
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Cultivated customer loyalty, promoted repeat business and improved sales.
Hostess/Server/Supervisor
The Viscount Gort Hotel, The Gort Dining Room
09.2014 - 03.2020
- Took reservations and to-go orders by phone, answered customer questions and informed of accurate wait times.
- Answered customer questions about hours, seating and menu information.
- Assigned patrons to tables suitable for needs and restaurant section rotation.
- Supported servers, food runners and bussers with keeping dining area ready for every guest.
- Cultivated positive guest relations by managing information and orchestrating speedy seating.
- Worked with front of house staff to move tables and adjust seating to accommodate groups with special requests.
- Documented reservations, alerted servers and managers of large groups and prepared seating.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
- Stayed in open communication with kitchen team to assess cooking times, avoid worker overload and minimize customer dissatisfaction.
Education
Not Completed - Criminal Justice
University of Winnipeg
Winnipeg05.2020
Skills
- Excels under pressure
- Strong time management
- Superb communication
- Excellent team collaboration
- Thirst for knowledge
- Outgoing Phone Calls
- Outstanding Client Care
- Organizational Skills
- Office Supplies and Inventory
- Reminder Calls
- Customer Inquiries
- Team Supervision
- Scheduling
- Documentation
Timeline
Key Leader
Knix
10.2023 - Current
Client Care Coordinator
HearCanada
01.2023 - 06.2023
Assistant Store Manager
Carter’s Oshkosh
07.2021 - 12.2022
Cast Member Supervisor
Disney Store Polo
09.2020 - 07.2021
Hostess/Server/Supervisor
The Viscount Gort Hotel, The Gort Dining Room
09.2014 - 03.2020
Not Completed - Criminal Justice
University of Winnipeg
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