HARSIMRAN SEKHON
Cold Lake,AB
Summary
Proven leader in customer service management and team building, I significantly enhanced customer satisfaction and employee retention at Walmart. Leveraging skills in problem-solving and staff supervision, I developed strategies that improved store efficiency and customer experience, achieving notable increases in repeat business. My approach focuses on impactful results through effective teamwork and meticulous attention to detail.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Assistant Store Manager
Walmart
07.2023 - Current
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Rotated merchandise and displays to feature new products and promotions.
- Mentored new employees on company policies, procedures, and best practices to ensure their success within the organization.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Fostered a positive work culture by promoting teamwork and recognizing individual achievements among staff members regularly.
- Created and maintained safe and secure work environments for employees.
- Developed a loyal customer base through personalized interactions, increasing repeat business in-store visits.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Resolved escalated customer issues effectively leading to improved customer satisfaction rates.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Provided weekly work schedules to employees to accommodate business demands and vacation requests.
- Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Analyzed customer feedback and implemented strategies to improve customer experience.
- Increased employee retention, training staff in effective customer service techniques and product knowledge.
- Developed and maintained strong relationships with vendors to facilitate timely product delivery.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Interacted well with customers to build connections and nurture relationships.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
Customer Support Manager
Walmart
08.2022 - 07.2023
- Managed a team of customer support representatives, providing ongoing training and development opportunities.
- Streamlined the customer support process for faster resolution times and improved customer experience.
- Established a positive work environment for the support team, fostering open communication channels and boosting employee morale.
- Implemented knowledge management systems that enabled representatives to quickly access information needed to resolve customer issues effectively.
- Reduced response time to customer inquiries, ensuring timely assistance with their concerns.
- Elevated customer satisfaction and loyalty by taking ownership of customer issues and following through to resolution.
- Managed customer service effectiveness by monitoring performance and assessing metrics.
- Handled escalated customer complaints professionally, resolving conflicts promptly and maintaining relationships with clients.
- Mentored new hires through onboarding processes, setting clear expectations for their role as Customer Support Managers within the organization.
- Discovered and resolved complex customer issues to reduce negative impact to business outcomes.
- Reviewed overdue tickets and followed-up with customer support personnel to resolve root cause of delay.
Department Manager
Walmart
10.2021 - 08.2022
- Oversaw inventory management processes, maintaining optimal stock levels while minimizing waste and losses due to shrinkage or obsolescence.
- Collaborated with other departments to ensure seamless coordination in achieving company-wide objectives.
- Improved customer satisfaction rates through attentive service, prompt issue resolution, and continuous process improvements.
- Maintained a professional work environment by addressing conflicts proactively and fostering open communication among staff members.
- Enhanced department efficiency by streamlining processes and implementing time-saving strategies.
- Implemented cross-training initiatives for employees, increasing overall departmental knowledge and versatility.
Customer Service Representative
Walmart
05.2020 - 10.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
IELTS Tutor
Fylfot Institute
06.2019 - 11.2019
- Integrated real-world examples into lectures, helping students apply learned concepts in practical situations outside of the examination context.
- Collaborated with fellow tutors for continuous improvement of teaching methods and materials.
- Organized supplementary tutoring sessions as needed to ensure all students had ample opportunities for success on the IELTS exam.
- Guided students through intensive listening exercises designed to sharpen their auditory comprehension abilities.
- Monitored student progress through regular assessments and provided personalized guidance for areas requiring improvement.
- Enhanced student IELTS scores by employing customized learning plans tailored to individual needs.
- Conducted mock examinations under realistic conditions, preparing students for the actual testing experience.
- Established strong relationships with students by demonstrating empathy and understanding of their personal goals and aspirations.
- Mentored students in developing action plans for post-IELTS academic or professional pursuits, reinforcing the value of their hard work and dedication.
- Developed innovative lesson plans, incorporating multimedia resources to enhance understanding of IELTS test components.
- Fostered a supportive learning environment where students could openly discuss challenges and seek assistance.
- Assisted non-native speakers in mastering English pronunciation and intonation, boosting their speaking test scores.
- Increased student confidence in English language skills through engaging activities and targeted practice sessions.
- Maintained positive attitude and affirmatively communicated with each student.
- Interacted physically and verbally with students throughout each day.
- Supported teacher in development of individual learning strategies.
- Oversaw class of students in absence of instructor.
- Motivated students with accurate feedback and positive reinforcement.
- Worked closely with students on specific class struggles, closely reviewing materials and assignments to offer targeted help.
Education
Bachelor of Business Administration And Management - Management
Northern Alberta Institute of Technology
Edmonton, AB05.2022
High School Diploma -
California Public School
India03.2019
Skills
- Problem-Solving
- Customer Service
- Customer experience
- Customer Service and Engagement
- Customer Relations
- Team Building and Leadership
- Store Opening and Closing
- Attention to Detail
- Customer Service Management
- Staff Supervision
- Employee Scheduling
- Hiring and Training
- Flexible Schedule
- Human resource policies
- Teamwork and Collaboration
Languages
English
Native or Bilingual
French
Elementary
Punjabi
Native or Bilingual
Hindi
Native or Bilingual
Certification
- Management Essentials Training
Timeline
Assistant Store Manager
Walmart
07.2023 - Current
Customer Support Manager
Walmart
08.2022 - 07.2023
Department Manager
Walmart
10.2021 - 08.2022
Customer Service Representative
Walmart
05.2020 - 10.2021
IELTS Tutor
Fylfot Institute
06.2019 - 11.2019
Bachelor of Business Administration And Management - Management
Northern Alberta Institute of Technology
High School Diploma -
California Public School
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