Gloria Massicotte
201-347 Hyland Drive, Sudbury,ON
Summary
Seasoned professional with a proven track record at LCBO and National Industries Embroidery Plus, enhancing customer satisfaction and driving sales growth through exceptional customer service and problem-solving abilities. Leveraged critical thinking and computer proficiency to streamline operations and boost efficiency. Achieved notable improvements in client retention and market expansion, demonstrating strong leadership and active listening skills.
Overview
28
28
years of professional experience
Work History
Customer Service Representative
LCBO
05.2015 - 05.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Owner/Operator Manager
National Industries Embroidery Plus
04.1995 - 04.2010
- Managed day-to-day business operations.
- Provided exceptional customer service, addressing issues promptly to ensure customer satisfaction and repeat business.
- Increased customer satisfaction by providing high-quality services and timely communication.
- Managed daily operations for optimal efficiency, streamlining processes to reduce costs.
- Spoke professionally with customers regarding complaints, gathering all necessary information to make educated decisions and address issues.
- Consulted with customers to assess needs and propose optimal solutions.
- Established strong relationships with suppliers, ensuring consistent delivery of goods and services at competitive prices.
- Developed and implemented successful marketing strategies, resulting in increased brand awareness and customer base.
- Kept all building areas and equipment functional and well-organized to promote business performance.
- Negotiated contracts with vendors to secure favorable terms for the business.
- Overseeing inventory management, reducing waste and maintaining adequate stock levels to meet demand.
- Oversaw the hiring process, selecting highly skilled candidates who contributed significantly to company success.
- Facilitated open communication channels among staff members, promoting teamwork for enhanced performance.
- Maximized revenue by identifying new market opportunities and implementing targeted sales strategies.
- Improved safety standards by regularly reviewing protocols and implementing necessary updates.
- Operated with safety and skill to avoid accidents and delays.
Education
Real Estate Licence
Cambrian College
Greater Sudbury, ON03.1988
High School Diploma -
Barrie Central Collegiate
Barrie, ON06.1968
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Problem Resolution
- Computer Proficiency
- Payment Processing
- Professional telephone demeanor
- Product Sales
- Sales expertise
- Recordkeeping strengths
- Reading Comprehension
- Office equipment proficiency
- Shipping procedures understanding
Languages
English
Full Professional
Timeline
Customer Service Representative
LCBO
05.2015 - 05.2023
Owner/Operator Manager
National Industries Embroidery Plus
04.1995 - 04.2010
Real Estate Licence
Cambrian College
High School Diploma -
Barrie Central Collegiate
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