Summary
Overview
Work History
Education
Skills
Timeline
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Felicia Mayhew

Edmonton,AB

Summary

Dedicated Branch Manager with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.

Overview

11
11
years of professional experience

Work History

Branch Manager

Performance Radiator
Edmonton, AB
05.2015 - Current
  • Maintained friendly and professional customer interactions.
  • Assessed employee performance and developed improvement plans.
  • Met deadlines by proactively managing individual and team tasks and streamlining processes.
  • Engaged employees in business processes with positive motivational techniques.
  • Enhanced branch production rates by handling staff conflicts, evaluations, hiring and termination processes and coaching employees on company protocol and payroll operations.
  • Interviewed and hired talented individuals with top-level strengths, improving organizational talent and skill set.
  • Created strategies to develop and expand existing customer sales, resulting in increase in annual sales.
  • Gathered and reviewed customer feedback to improve operations.
  • Maintained confidentiality of bank records and client information to prevent mishandling of data and potential breaches.
  • Boosted branch sales by developing and deepening customer loyalty through incentive programs.
  • Produced reports outlining financial data to assist management with making strategic plans and operational decisions.
  • Uncovered and resolved strategic and tactical issues impacting sales management and business operations.

CSR

Performance Radiator
Edmonton, AB
09.2011 - 09.2014
  • Answered constant flow of customer calls with minimal wait times.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Responded to customer requests for products, services and company information.
  • Cultivated customer loyalty, promoted repeat business and improved sales.
  • Recommended products to customers, thoroughly explaining details.
  • Provided primary customer support to internal and external customers.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
  • Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
  • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Developed community reputation through commitment to customer satisfaction and strong client relationships.

Education

High School Diploma -

Bonnie Doon Composite High School
Edmonton, AB

GED -

NorQuest College
Edmonton, AB
2003

Skills

  • Process Improvement
  • Prioritizing and Planning
  • Compliance Assessments
  • Work Prioritization
  • Account Reviews
  • Performance Review
  • Shift Scheduling
  • Branch Operations Management
  • Staff Recruitment and Hiring
  • Coaching and Mentoring
  • Sales Support
  • Interviewing and Hiring
  • Social Perceptiveness
  • Employee Training Oversight
  • Proactive and Focused
  • Cost Data Analysis
  • Customer Service
  • Problem Anticipation and Resolution
  • Attention to Detail
  • Security and Safety Protocols
  • Training and Development
  • Team Supervision
  • Cross-Selling and Upselling
  • Conflict Resolution
  • POS Inventory System Operation
  • Team Meetings

Timeline

Branch Manager

Performance Radiator
05.2015 - Current

CSR

Performance Radiator
09.2011 - 09.2014

High School Diploma -

Bonnie Doon Composite High School

GED -

NorQuest College

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Felicia Mayhew