Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Gunita Tuladhar

Woodstock,NB

Summary

Customer-focused professional with over 5 years of experience in customer service, technical support, and team management. Adept at handling customer inquiries, troubleshooting technical issues, and providing empathetic support in fast-paced environments. Proven track record of improving customer satisfaction, managing escalated issues, and collaborating with cross-functional teams.

Overview

7
7
years of professional experience

Work History

Customer Service Manager

Walmart
04.2023 - Current
  • Lead a team of 10+ associates, increasing customer satisfaction by 20% through process improvements and effective coaching
  • Manage escalated customer issues, achieving a 95% resolution rate on first interaction and maintaining customer satisfaction scores above 90%
  • Optimize customer flow by streamlining checkout processes, resulting in a 15% reduction in average wait times during peak hours
  • Monitor team performance metrics, providing feedback and conducting performance reviews to ensure individual growth and consistent service quality
  • Ensure timely and accurate inventory management during high-demand periods, reducing stockouts by 10%
  • Implement and supervise daily operations to guarantee that store policies and compliance standards are met, minimizing risk
  • Collaborate with other departments to introduce promotions, resulting in a 10% increase in upselling opportunities during seasonal campaigns
  • Conduct training sessions for new hires, improving customer service delivery and fostering a positive team culture

Customer Service Associate

Mcdonald's
06.2022 - 02.2024
  • Delivered exceptional customer service in a high-volume environment, achieving a 20% increase in positive feedback scores
  • Managed customer complaints and resolved issues promptly, achieving a 90% satisfaction rate in conflict resolution
  • Assisted with team coordination during peak hours, helping reduce order errors and speeding up service delivery by 10%
  • Trained new associates in service protocols and customer interaction best practices, reducing onboarding time by 20%
  • Ensured compliance with health and safety regulations, leading to a 100% pass rate during surprise audits
  • Maintained cleanliness and organization in both front-of-house and back-of-house areas, improving operational efficiency and customer experience

Customer Service Representative

Gamers House
09.2021 - 04.2023
  • Handled 50+ inbound and outbound customer calls daily, resolving 90% of issues on the first contact and contributing to a 25% increase in customer retention
  • Delivered technical support, troubleshooting hardware and software issues, reducing the average response time by 15%
  • Assisted customers in selecting products and upsold Apple products and gaming accessories, consistently meeting sales targets by up to 20%
  • Promoted customer loyalty programs, increasing sign-up rates by 30% through effective communication and benefits explanation
  • Documented customer interactions using CRM software, ensuring accurate and up-to-date records for follow-up actions
  • Trained new team members, resulting in a 10% improvement in overall team performance and customer satisfaction
  • Participated in monthly team meetings, contributing ideas to improve service quality and customer experience

Team Leader

Estée Lauder
11.2021 - 06.2022
  • Led and motivated a team of 10+ sales associates, increasing team sales by 25% and customer satisfaction by 15%
  • Developed and implemented team strategies that resulted in a 20% boost in upselling of high-margin products
  • Provided personalized beauty consultations to customers, enhancing product sales by 15% per customer interaction
  • Managed team schedules, ensuring optimal coverage during peak hours and special promotions, improving overall sales performance
  • Conducted regular training sessions, focusing on customer service excellence and product knowledge, which improved associate performance by 18%
  • Led inventory management initiatives, reducing stock discrepancies by 12% and ensuring accurate product availability

Retail Sales Associate

Your Dollar Store with More
04.2018 - 08.2021
  • Processed an average of 100+ transactions per shift, ensuring accuracy and efficient handling of cash and electronic payments
  • Assisted customers with product selection, resolving inquiries and providing personalized service that resulted in a 10% increase in repeat customers
  • Developed product displays and organized promotional materials to boost sales and enhance the shopping experience
  • Managed inventory, restocked shelves, and ensured product availability, leading to a 15% decrease in out-of-stock situations
  • Collaborated with management to streamline customer service procedures, improving checkout speed by 10%

Education

Post Graduated Diploma - Business Studies

Seneca college
12.2023

Skills

  • Resolving customer inquiries and complaints
  • Handling multiple tasks efficiently
  • Troubleshooting issues
  • Conveying information clearly
  • Prioritizing tasks
  • Training and mentoring teams
  • Diagnosing and resolving technical issues
  • Customer relationship management (CRM) tools
  • Electronic documentation systems
  • Using remote support tools
  • Virtual environments
  • Data entry (35 WPM)
  • Networking concepts and protocols

Languages

English
Full Professional

Timeline

Customer Service Manager

Walmart
04.2023 - Current

Customer Service Associate

Mcdonald's
06.2022 - 02.2024

Team Leader

Estée Lauder
11.2021 - 06.2022

Customer Service Representative

Gamers House
09.2021 - 04.2023

Retail Sales Associate

Your Dollar Store with More
04.2018 - 08.2021

Post Graduated Diploma - Business Studies

Seneca college

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Gunita Tuladhar