Jacob Kaippallil Mathew
Toronto,ON
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
8
8
years of professional experience
Work History
Post Office Manager
Shoppers Drug Mart
03.2021 - Current
- Answers customer inquiries regarding products, return policies, etc
- Resolves customer complaints according to established guidelines
- Keep up to date on postal regulations, price increases and new services
- Maintains positive relationships with customers
- Ensures confidentiality of customer information
- Assisted customers in determining proper postal service to align with individual needs
- Learned and adapted quickly to new technology and software applications
- Acted as a team leader in group projects, delegating tasks and providing feedback
- Hired, trained and evaluated the performance of 6 employees
- Efficiently and kindly handled customer complaints and issues to increase satisfaction rates by 30%.
Post Office Manager
Shoppers Drug Mart
10.2018 - 02.2020
- Ensures Post Office staff demonstrate superior customer service behavior
- Conducts disciplinary procedures up to and including termination, with the approval of the front store
- Excellent communication skills, both verbal and written
- Proven ability to develop and implement creative solutions to complex problems
- Delivered services to customer locations within specific timeframes
- Managed flow, operations and management services for over 100 daily post office visitors
- Managed daily operations of 6 employee post office
Front Store Supervisor
Shoppers Drug Mart
04.2018 - 09.2018
- Multiplied earnings through sales goal achievement, customer service improvements and commitment to team objectives
- Trained team members in successful strategies to meet operational and sales targets
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences
- Greeted visitors and customers upon arrival, helped and answered questions to build rapport and retention
- Promoted importance of security and customer tracking to minimize store losses.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention
- Monitored cash drawers in 7 checkout stations to verify adequate cash supply
Post Office Clerk
Shoppers Drug Mart
10.2017 - 09.2018
- Used automated mail processing equipment to sort and collate mail
- Weighed letters and packages and calculated costs based on classification, weight, and destination
- Weighed mail and computed pricing amounts
- Sorted mail according to size, shape, and destination.
- Minimized delivery delays by verifying merchandise, labels and documents for customer order prior to shipment
Cashier
Shoppers Drug Mart
09.2017 - 03.2018
- Helped customers complete purchases, locate items, and join reward programs to promote loyalty, satisfaction, and sales numbers
- Restocked, arranged, and organized merchandise in front lanes to drive product sales
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
Banquet Server and Porter
Radisson Toronto East
01.2016 - 08.2017
- Meeting with different types of clients
- Serve customers in a professional manner and fulfill their requirements
- Worked as a team to achieve objectives timely and efficiently.
- Arranged linens and table settings according to seating plan and event theme.
- Provided friendly, courteous service to create memorable moments for guests.
Marketing and Administrative Assistant
Desjardins Financial Services Inc
05.2016 - 08.2016
- Administrative paperwork for mutual fund and life insurance
- Marketing strategies for mutual funds and insurance
- Contacting mutual fund and life insurance companies for client's information.
- Sorted and distributed office mail and recorded incoming shipments for corporate records
- Scheduled office meetings and client appointments for staff teams
- Developed and updated spreadsheets and databases to track, analyze, and report on performance and sales data
Education
PG Diploma - Financial Planning and wealth management
09.2016
Bachelor of Commerce - Accounting
08.2014
Skills
- Excellent communication skill
- Customer Service and Assistance
- Leadership
- MS office
- Detail-oriented
- Staff Management
- Outlook
- Office Support
- Office Equipment
- Customer Satisfaction
- Customer Relations
- Fraud Prevention
Timeline
Post Office Manager - Shoppers Drug Mart
03.2021 - Current
Post Office Manager - Shoppers Drug Mart
10.2018 - 02.2020
Front Store Supervisor - Shoppers Drug Mart
04.2018 - 09.2018
Post Office Clerk - Shoppers Drug Mart
10.2017 - 09.2018
Cashier - Shoppers Drug Mart
09.2017 - 03.2018
Marketing and Administrative Assistant - Desjardins Financial Services Inc
05.2016 - 08.2016
Banquet Server and Porter - Radisson Toronto East
01.2016 - 08.2017
Lambton College - PG Diploma, Financial Planning and wealth management
University of Kerala - Bachelor of Commerce, Accounting