Erica Roberts
Calgary,AB
Summary
Accomplished Customer Service Supervisor with a proven track record at JPS Furnace & Air Conditioning Ltd., enhancing service quality and team performance. Excelled in problem-solving and mentoring, significantly improving customer satisfaction and loyalty. Skilled in MS Office and adept at fostering empathy, showcased through increased repeat business and positive feedback.
Personable and positive individual with exceptional interpersonal skills and natural ability to lead and motivate teams. Demonstrates deep understanding of customer service principles and proficiency in conflict resolution and team management, ensuring efficient and effective operations. Committed to driving customer satisfaction and team performance to achieve company goals.
Overview
7
7
years of professional experience
Work History
Customer Service Supervisor
JPS Furnace & Air Conditioning Ltd.
01.2024 - Current
- Resolved customer complaints by implementing immediate solutions.
- Analyzed service processes by identifying areas for improvement.
- Conducted performance reviews to promote professional growth within team.
- Prepared feedback summaries to share insights with management.
- Facilitated knowledge-sharing sessions for team members to enhance skills.
- 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.
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Created, prepared, and delivered reports to various departments.
- Championed a customer-centric approach within the team, consistently encouraging empathy and understanding when interacting with clients.
Customer Service Representative
JPS Furnace & Air Conditioning Ltd.
11.2021 - 01.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Participated in training programs to enhance product knowledge and customer service skills.
Customer Service Lead
Just Sweet Enough
09.2017 - 10.2021
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Assisted with onboarding new hires by sharing expertise in company policies, procedures, systems usage.
- Established strong relationships with clients, leading to repeat business and positive feedback.
- Mentored junior staff members to improve their knowledge of company policies, products, and services.
- Coordinated schedules, assignments, and daily tasks for team members, optimizing resource utilization.
- Greeted customers and listened closely to problems described to determine solutions.
- Responded to customer requests for products, services, and company information.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Maintained up-to-date knowledge of product and service changes.
Education
High School Diploma -
St. Mary's High School
Calgary06-2009
Skills
- Problem-solving
- Time management
- Customer service
- Multitasking and organization
- Training and mentoring
- MS office
- Schedule management
- Conflict resolution
- Data entry
- Empathy and patience
- Account updates
- Adaptability and flexibility
Languages
Timeline
Customer Service Supervisor
JPS Furnace & Air Conditioning Ltd.
01.2024 - Current
Customer Service Representative
JPS Furnace & Air Conditioning Ltd.
11.2021 - 01.2024
Customer Service Lead
Just Sweet Enough
09.2017 - 10.2021
High School Diploma -
St. Mary's High School
Similar Profiles
SAVANNAH WALLACESAVANNAH WALLACE
Receptionist at Green Air, Inc. Air Conditioning And HeatingReceptionist at Green Air, Inc. Air Conditioning And Heating
Yazan MagatashYazan Magatash
Sales Representative at Royal Air Heating & Air ConditioningSales Representative at Royal Air Heating & Air Conditioning
Anthony RosselloAnthony Rossello
Hvac Technician/HVAC Installer at Optimal Air Heating and Air ConditioningHvac Technician/HVAC Installer at Optimal Air Heating and Air Conditioning