Everett Yee

• Collaborated with team members to develop effective strategies for enhancing the overall customer experience to make each interaction memorable.
• Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
• Monitored cash drawers in multiple checkout stations and maintained an adequate cash supply. Verified cash on hand corresponds to each day's register transaction history. Investigated cash shortages immediately.
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
• Focused on maintaining K.P.I. metrics such as: customer satisfaction, profit margins, and credit/loyalty card activations.

Accomplishments

• Consistently ranked in the top five performers on new credit card activations.
• Developed and maintained a successful luggage repair system. Organized, tracked, and followed up with the contractor on the progress of the repairs. Educated clients on the details of the warranty coverage.
• Received approval from the general manager to "act like an owner" to resolve issues for myself and my team.

• Conducted product demonstrations and presentations for prospective clients, highlighting key features and benefits regarding major home appliances.
• Up-sold and cross-sold products effectively, driving sales and increasing revenue (extended warranties, in-home services, and products in other departments, like cell phones)
• Set and achieved company defined sales goals by maintaining up to date product knowledge.
• Made outbound calls to prospect new clients.
• Trained and led a group of four associates.
• Successfully navigated challenging calls on delivery issues and turned irate customers into satisfied ones.

Accomplishments

• Consistently ranked in the top ten sales and gross margin percentile in our region for five fiscal years FY10-FY15, and was a member of the company's "Circle of Excellence" recognition program.
• Made the company's highest honour, the "President's Club" five consecutive years. This consisted of achieving best in: Sales volume, extended warranties, add-on accessories and installations.
• Was top performer overall for FY11 (finished first overall amongst my peers in Central Region-Ontario)
• Finished with overall average of 9.97% in extended warranty sales add ons (ranked in the top ten percentile)

• Maintained, investigated and resolved U.S.A. client card files and disputes, in a time-sensitive manner.
• Made outbound calls to clients and merchants in accordance with company guidelines, to gain a better perspective on each unique case before making final decision on each dispute.

Accomplishments

• Worked successfully on a team to handle large quantities of cases to avoid dispute write offs.
• Assisted my colleagues to finalize the decisions on cases nearing the cut off date to avoid merchant chargebacks.