Shayna O'Toole
Summary
Dynamic Customer Experience Specialist with a proven track record at Onside Restoration, excelling in complaint resolution and relationship building. Recognized for achieving top departmental scores and enhancing customer satisfaction through effective communication and teamwork. Skilled in data entry and staff training, fostering a collaborative environment that drives service excellence.
Professional with experience in enhancing customer interactions and driving customer satisfaction. Skilled in problem-solving, communication, and empathy to effectively address and resolve customer concerns. Strong focus on team collaboration and achieving results, adaptable to changing needs, and reliable for consistent performance. Adept at using CRM software, handling inquiries, and providing exceptional service.
Overview
18
18
years of professional experience
Work History
Customer Experience Specialist
Onside Restoration
Edmonton, AB
02.2023 - Current
- Delivered exceptional customer support through telephone and email platforms.
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Achieved top departmental scores in call evaluations consistently.
- Collaborated with team members to create a positive work environment and improve overall customer experience.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Empowered through training all new fellow team members through sharing knowledge and techniques that contributed towards improved service quality standards across the department.
- Documented customer interactions in internal database to maintain customer service history details.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Responded proactively and positively to rapid change.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of services, and creating welcoming, positive experiences.
- Developed projects aimed at improving training programs for better CEC expertise.
Supervisor
St.Albert Catholic School Board
St. Albert, AB
09.2021 - 01.2023
- Developed and maintained courteous and effective working relationships.
- Outperformed expectations by maintaining strong work ethic.
- Displayed willingness to assist whenever required.
Manager of Operations
Claddagh Construction
Edmonton, AB
05.2015 - 09.2019
- Accomplished multiple tasks within established timeframes.
- Maintained open communication channels to ensure service excellence.
- Managed expenses to ensure operations remained within budget.
- Contributed to a positive work environment with strong interpersonal skills and proactive teamwork attitude.
- Supported owner in various business functions.
- Boosted customer satisfaction by promptly addressing inquiries.
- Facilitated smooth project execution by managing deadlines.
- Coordinated appointments and developed timeline.
Salon Owner/Operator
Own Business
St. Albert, AB
02.2010 - 04.2015
- Managed salon operations efficiently, ensuring smooth day-to-day functioning and top-quality customer experiences.
- Consistently maintained a clean, organized, and welcoming environment for clients.
- Increased customer retention through exceptional service and consistent follow-up communication.
- Expanded salon offerings by staying current with industry trends, incorporating new treatments into the service menu as appropriate.
- Optimized scheduling procedures to maximize appointment efficiency while accommodating client needs and minimizing wait times.
Real Estate Assistant
Dr.Sharon Ryan Remax Elite
St. Albert, AB
11.2007 - 06.2013
- Coordinated appointments to show marketed properties.
- Supported agents in managing multiple transactions simultaneously, ensuring deadlines were met consistently.
- Assisted clients in home staging and overall preparation for real estate sales.process
- Contributed to the positive reputation of real estate agency by consistently delivering outstanding customer service experiences for clients.
Education
Educational Assistant
Grant MacEwan University
Edmonton, ABSkills
- Data entry
- Multi-line phone talent
- Call center operations
- Teamwork and collaboration
- Understanding customer needs
- Customer service
- Complaint resolution
- Computer skills
- De-escalation techniques
- Following scripts
- Product knowledge
- Staff education and training
- Microsoft office
- Administrative and office support
- Calm under pressure
- Document and records management
- Professional telephone demeanor
- Employee coaching
- Issue and complaint resolution
- Inbound call management
- Call documentation
- Relationship building
Languages
English
Timeline
Customer Experience Specialist
Onside Restoration
02.2023 - Current
Supervisor
St.Albert Catholic School Board
09.2021 - 01.2023
Manager of Operations
Claddagh Construction
05.2015 - 09.2019
Salon Owner/Operator
Own Business
02.2010 - 04.2015
Real Estate Assistant
Dr.Sharon Ryan Remax Elite
11.2007 - 06.2013
Educational Assistant
Grant MacEwan University