Jessica Bernard
Cumberland,ON
Summary
Dynamic Assistant Service Manager with a proven track record of enhancing customer satisfaction and optimizing team performance. Led a diverse team of over 30 employees, maintaining exceptional service standards while implementing effective training programs and conflict resolution strategies. Expertise in streamlining office procedures, resulting in improved operational efficiency. Committed to leveraging these competencies to drive service excellence in future endeavours.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Assistant Service Manager
Farm Boy Inc.
Orleans, Ontario
10.2023 - Current
- Managing a team of over 30 employees daily, maintaining alignment with Farm Boy's vision, and quality service approach.
- Assessing employees' performance to identify areas for improvement with training, coaching, and recognition.
- Improving customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.
- Increasing team productivity by establishing benchmark-driven service standards.
- Creating staff schedules to ensure adequate coverage during peak hours.
- Managing the service department budget, and investigating and resolving discrepancies.
- Facilitating office management through inventory, payroll, and order completion.
TV Listings Editor
TV Media Inc.
Orléans, Canada
01.2017 - 01.2022
- Performed daily data entry by updating database programming schedules for television stations throughout North America.
- Managed workload efficiently to surpass set goals consistently.
- Ensured accuracy and quality control of completed television listings.
- Corrected vital technical and editorial errors, and provided prompt, constructive feedback to other teams and editors.
- Upheld positive attitude and high energy under tight deadlines.
- Used problem-solving skills to mitigate client concerns efficiently while ensuring relevant issues were escalated appropriately.
- Identified training needs for employees and implemented training programs.
Claims Office Associate
Walmart Canada
Barrhaven, Canada
01.2013 - 01.2017
- Processed defective and/or damaged merchandise by sorting, classifying, and packaging items to be returned.
- Supported team operations by maintaining accurate records and completing routine administrative duties.
- Managed and processed vendor return requests efficiently.
- Audited bins of merchandise to verify that proper credit has been received, and completed the required inspections and documentation.
- Enhanced administrative functions with efficient data management, record keeping, and telephone communication.
- Maintained filing systems, both electronic and physical, for easy document retrieval.
Customer Service Manager
Walmart Canada
Barrhaven, Canada
01.2011 - 01.2013
- Verified the attendance of all front-end staff and directed an average team of 20 employees.
- Ensured customer satisfaction by resolving complaints and concerns, both in person and on the telephone, to secure returning customers.
- Calculated shift totals for cash registers in all departments, and reconciled them with total daily sales.
- Introduced higher standards for customer service, and led by example.
- Supervised employees and assessed performances to determine training needs, and define plans for decreasing productivity lags.
- Exceeded team goals, and collaborated with staff to implement customer service initiatives, and encourage a positive working environment.
- Assumed ownership over team productivity and managed workflow to meet or exceed company-wide service goals.
Education
Diploma - Office Administration
Algonquin College
Ottawa, ON01.2015
Certificate - Pre-Health Science
Algonquin College
Ottawa, ON01-2013
Skills
- 70 WPM
- Advanced Microsoft Office skills
- Commitment to service quality
- Excellent communication
- Delegation
- Scheduling
- Leadership and team-building
- Effective problem solving and conflict resolution
- Employee training and development
- Inventory control
Certification
- Smart Serve
Education
other
Timeline
Assistant Service Manager
Farm Boy Inc.
10.2023 - Current
TV Listings Editor
TV Media Inc.
01.2017 - 01.2022
Claims Office Associate
Walmart Canada
01.2013 - 01.2017
Customer Service Manager
Walmart Canada
01.2011 - 01.2013
Diploma - Office Administration
Algonquin College
Certificate - Pre-Health Science
Algonquin College
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