HEATHER A. POTTER
Beamsville,Canada
Summary
Diligent customer service representative and department manager with proven track record in managing departmental operations and enhancing team performance. Successfully led various initiatives, resulting in improved operational efficiency and employee satisfaction. Demonstrated leadership and strategic planning skills in high-pressure environments.
Overview
41
41
years of professional experience
1
1
Certification
Work History
Department Manager
Real Canadian Superstore
11.2021 - 10.2024
- 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.
- Optimized scheduling practices to ensure adequate staffing during peak business hours without sacrificing employee satisfaction or budgetary constraints.
- Implemented quality control measures that resulted in improved products or services within the department offerings.
Asst. Service Manager
Parkway Motors
01.2016 - 04.2021
- Ensure accurate completion of customer service work orders within set timeframes and guidelines established by department standards
- Served as main liaison between customers, upper management, sales team and mechanics
- Ensure to provide superior customer service experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot or in timely fashion
- Train consultants by providing knowledge on specific selling techniques and guidance on creating customer service relations in order to form client base
- Responsible for achieving monthly sales and expense goals, and to review monthly budgets with upper management
- Co-ordinate and prepare new/used car sales deliveries including sublets and accessories
Automotive Customer Service Manager
Leggat Auto Group
01.2009 - 09.2016
- Ensure accurate completion of customer service work orders within set timeframes and guidelines established by department standards
- Served as main liaison between customers, upper management, sales team and mechanics
- Ensure to provide superior customer service experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot or in timely fashion
- Train consultants by providing knowledge on specific selling techniques and guidance on creating customer service relations in order to form client base
- Responsible for achieving monthly sales and expense goals, and to review monthly budgets with upper management
- Co-ordinate and prepare new/used car sales deliveries including sublets and accessories
Automotive Customer Service Consultant
Leggat Auto Group
01.1994 - 01.2009
- Ensure accurate completion of customer service work orders within set timeframes and guidelines established by department standards
- Served as main liaison between customers, upper management, sales team and mechanics
- Ensure to provide superior customer service experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot or in timely fashion
- Train consultants by providing knowledge on specific selling techniques and guidance on creating customer service relations in order to form client base
- Responsible for achieving monthly sales and expense goals, and to review monthly budgets with upper management
- Co-ordinate and prepare new/used car sales deliveries including sublets and accessories
New Car Inventory Clerk
Leggat Pontiac Buick
01.1988 - 01.1994
- Cross-trained and provided back-up for other customer service representatives, when needed
- Dedicated and implemented 'Monthly Incentives Goals' for employees to create 'Team Spirit', while increasing Monthly Sales Gross and maintaining positive work environment
- Received multiple reviews acknowledging my level of dedication to excellent customer service
- Responsible to ensure Health & Safety work environment
Assistant Manager
Sport Stuff
01.1986 - 01.1988
- Company Overview: Division of National Sports
- Successfully achieved significant sales increases and customer service goals, while controlling expenses and maintaining high operational standards
- Ability to meet tight deadlines in high volume environment
- Responsible for executing new store openings, weekly sales ads set-up, effective and timely store change-overs
- Consistently exceeded company standards, sales targets, customer service index and KPI’s (key performance indicators)
- Responsible for scheduling & purchasing
- Held regular sales and product training sessions for staff
Sales Associate
Sport Stuff
01.1984 - 01.1986
- Company Overview: Division of National Sports
- Successfully achieved significant sales increases and customer service goals, while controlling expenses and maintaining high operational standards
- Ability to meet tight deadlines in high volume environment
- Responsible for executing new store openings, weekly sales ads set-up, effective and timely store change-overs
- Consistently exceeded company standards, sales targets, customer service index and KPI’s (key performance indicators)
- Responsible for scheduling & purchasing
- Held regular sales and product training sessions for staff
Education
H.S. Diploma -
Lester B. Pearson
Burlington, ON01.1984
Skills
- Top Sales Performer
- Excellent Communication Skills
- Problem Solver
- Reliable & Committed
- Energetic Work Attitude
- Multi-task Management
- Strong Organizational skills
- Inventory Management & Control
- Strong Client Relations
- Courteous Demeanor
- Team Player
- Adaptable / Fast learner
- Customer service
- Staff management
- Employee scheduling
Accomplishments
- I am very proud that I had been employed with one company for28 years, and a secondary one for5 years, indicating dedication, reliability and commitment resulting in success.
- Customer Service is something that comes naturally to me. Subsequently, I am extremely proud to have participated and assisted to execute and maintain 'TOP5%' for Customer Service Satisfaction Rating Status across Canada for an Automotive Facility.
- Received 'Pinnacle Award' from Toyota Canada for2011,2012,2013,2014-Customer Satisfaction.
Languages
English
Native or Bilingual
Certification
Smart Serve Certified
Timeline
Department Manager
Real Canadian Superstore
11.2021 - 10.2024
Asst. Service Manager
Parkway Motors
01.2016 - 04.2021
Automotive Customer Service Manager
Leggat Auto Group
01.2009 - 09.2016
Automotive Customer Service Consultant
Leggat Auto Group
01.1994 - 01.2009
New Car Inventory Clerk
Leggat Pontiac Buick
01.1988 - 01.1994
Assistant Manager
Sport Stuff
01.1986 - 01.1988
Sales Associate
Sport Stuff
01.1984 - 01.1986
H.S. Diploma -
Lester B. Pearson
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