Diana Cook
Campbellford
Summary
Dynamic business owner and former Customer Service Supervisor at No Frills, skilled in relationship building and staff management. Achieved significant financial growth at RDG Hauling through strategic planning and cost reduction. Renowned for exceptional client service and effective communication, fostering loyalty and satisfaction among customers while enhancing team productivity.
Overview
8
8
years of professional experience
Work History
Owner/Accounts Manager/Dispatcher
RDG Hauling
06.2020 - Current
- Managed day-to-day business operations.
- Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
- Oversaw daily operations, ensuring all tasks were completed accurately and efficiently by team members.
- Increased customer satisfaction by implementing efficient business processes and providing exceptional service.
- Managed financial aspects of the business, including budgeting, financial reporting, and tax preparation.
- Consulted with customers to assess needs and propose optimal solutions.
- Implemented marketing strategies to increase brand awareness and attract new customers.
- Negotiated contracts with suppliers for better pricing and terms, reducing overall costs for the business.
- Achieved financial growth with strategic planning, cost control measures, and targeted marketing efforts.
- Successfully navigated challenging economic conditions by making informed decisions that protected the business's financial stability.
- Expanded product offerings by researching market trends and identifying potential growth opportunities.
- Fostered strong relationships with clients to boost retention rates, conducting regular feedback sessions.
- Elevated brand awareness with targeted marketing campaigns, leveraging social media and digital platforms.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Implemented efficient billing procedures to reduce outstanding receivables and improve cash flow.
Customer Service Supervisor
No Frills
06.2017 - 04.2020
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- 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.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
- 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.
- Led regular customer service meetings to review progress identify challenges and provide feedback.
- Developed comprehensive training materials for new hires, ensuring consistent knowledge and skill development across the team.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Implemented effective scheduling strategies to optimize staff coverage during peak hours and minimize wait times for customers.
- Championed a customer-centric approach within the team, consistently encouraging empathy and understanding when interacting with clients.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Monitored front areas so that questions could be promptly addressed.
- Led by example, handling complex customer issues personally to ensure high standards of service.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Completed bi-weekly payroll for approximately 100 employees.
- Interceded between employees during arguments and diffused tense situations.
- Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping.
- Improved office arrangement to facilitate better accessibility
Education
No Degree - Accounting
Champlain College
Lennoxville, QuebecHigh School Diploma -
Massey Vanier High School
Cowansville, QC06-1992
Skills
- Customer relations
- Small business operations
- Relationship building
- Verbal and written communication
- Business management
- Client service
- Staff management
- Staff hiring
- Business administration
- Employee development
- Bidding processes
- Cost reduction
Languages
English
Full Professional
French
Professional Working
Timeline
Owner/Accounts Manager/Dispatcher
RDG Hauling
06.2020 - Current
Customer Service Supervisor
No Frills
06.2017 - 04.2020
No Degree - Accounting
Champlain College
High School Diploma -
Massey Vanier High School
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