Faith Olutayo
Hamilton,ON
Summary
A dedicated and results-oriented Customer Service Manager with experience in overseeing front-end operations, ensuring customer satisfaction, and providing leadership to associates. Seeking to contribute my expertise in retail management, customer service, and team development to Walmart Canada, while promoting company programs and maintaining operational standards.
Overview
3
3
years of professional experience
Work History
Customer Service Representative
Element casino
Milton, Ontario
01.2025 - Current
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided exceptional customer service to ensure customer satisfaction.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Assisted in managing front-end operations, overseeing daily processes and ensuring high standards of customer service.
- Provided assistance in associate training, ensuring adherence to store policies and best practices for customer engagement.
- Supported managers in overseeing transaction processes and maintaining safe cash handling practices.
Custom Service Manager
Pc financial
Burl, Ontario
02.2024 - 10.2024
- Managed front-end operations ensuring a smooth and safe customer experience through effective leadership and adherence to company procedures.
- Coordinated associate schedules to ensure adequate coverage across all registers, while maintaining efficiency and optimal service levels.
- Provided daily training to front-end associates on scanning accuracy, company policies, and customer service protocols, improving overall productivity and customer satisfaction.
- Monitored and audited transactions to ensure accuracy in purchase, return, and exchange processes, correcting errors as needed while adhering to company guidelines.
- Maintained EAS systems functionality, ensuring proper deactivation of items at registers and managing "Failure to Deactivate" logs.
- Handled customer concerns and associate issues promptly and effectively, ensuring positive resolutions and high levels of customer satisfaction.
- Prepared daily cash operations, ensuring cash levels were adequate and conducting audits on register accuracy.
- Promoted company initiatives including credit card services, Walmart protection plans, charity programs, and employee discounts, consistently achieving program participation goals.
- Implemented safety protocols and emergency procedures to ensure a secure environment for both associates and customers.
- Promote sale of master card to pontential customers
Customer Service Manager
ShopRite
09.2022 - 12.2023
- Created reports on customer feedback, complaints, and suggestions for management review.
- Provided exceptional customer service to ensure customer satisfaction.
- Drafted scripts for agents handling incoming calls so that they can respond accurately and effectively.
- Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
Education
Graduate Certificate - Broadcasting Performance And Digital Media
Conestoga College
Milton, Ontario02-2025
Bachelor of Arts - Journalism
Cyprus International University
Cyprus 07-2021
Skills
- Customer Service Excellence
Ensuring a positive shopping experience by managing customer inquiries, resolving concerns, and offering personalized solutions - Team Leadership & Staff Management
Coordinating shifts, breaks, and overall performance of associates to maintain efficient front-end operations - Training & Development
Providing guidance and training to associates on company systems, procedures, and customer service standards - Operational Compliance
Maintaining adherence to company policies, safety standards, and operational procedures, including EAS systems and register audits
- Transaction Oversight
Overseeing purchase, return, and exchange transactions to ensure accuracy, handle discrepancies, and provide approvals - Problem Solving & Decision Making
Quickly addressing customer and associate concerns, ensuring timely resolutions to prevent escalation - Process Improvement
Identifying and implementing strategies to improve front-end productivity, minimize errors, and enhance customer service
Timeline
Customer Service Representative
Element casino
01.2025 - Current
Custom Service Manager
Pc financial
02.2024 - 10.2024
Customer Service Manager
ShopRite
09.2022 - 12.2023
Graduate Certificate - Broadcasting Performance And Digital Media
Conestoga College
Bachelor of Arts - Journalism
Cyprus International University