Summary
Overview
Work History
Education
Skills
Languages
Timeline
Receptionist

Jodi Wrzesien

Medicine Hat,AB

Summary

Service focused, accomplished leader, dedicated to giving every customer a positive experience, which in turn, promotes loyalty and repeat business. Orchestrates optimal resource utilization to handle expected operational needs. Sales leader with sound judgment, excellent planning abilities and interpersonal communication strengths.

Overview

17
17
years of professional experience

Work History

CSR - Customer Service Representative

360 Super Techs
11.2021 - 10.2023
  • Working remotely in this position from Medicine Hat, AB.
  • Vetting inbound customer calls, booking appointments, handling incoming email and dealing with entire customer base (approximately 1000 customers) that maintain protection plan with company.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
  • Developed and updated databases to handle customer data.
  • Improved customer retention rates with exceptional product knowledge and personalized service recommendations.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Delivered prompt service to prioritize customer needs.
  • Responded to customer requests for products, services, and company information.
  • Updated account information to maintain customer records.
  • Fully computer literate and familiar with all aspects of both PC and MacBook computers, online Cloud contact center software and many additional software programs.

Driving Instructor

Young Drivers of Canada
01.2021 - 11.2021
  • Obtained driving instructor license through ICBC and now, as a certified driving instructor, provide comprehensive instruction and lessons to new drivers.
  • Observed and evaluated students' work to determine progress, provide feedback, and make suggestions for improvement.
  • Designed routes and set practice skills to challenge student drivers and build behind-the-wheel confidence.
  • Evaluated student performance and documented progress and goals.
  • Assisted students in overcoming driving-related anxiety through patient guidance and confidence-building exercises.
  • Conducted regular evaluations of student performance to identify areas needing further attention or adjustment in teaching approach.
  • Administered driver education course and knowledge test to assist students with earning learner's permits.
  • Enhanced road safety awareness among students through comprehensive defensive driving techniques.
  • Improved student driving skills by utilizing effective teaching methods and personalized instruction.

General Manager

PetSmart
01.2017 - 01.2020
  • Organized budgets, oversaw P&L's and achieved margin targets consistently.
  • Drove year-over-year business growth while leading operations, strategic vision, and long-range planning.
  • Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency.
  • Enforced quality assurance protocols to deliver ideal customer experiences.
  • Interacted well with customers to build connections and nurture relationships.
  • Provided thoughtful guidance to personnel in navigating and resolving snags in productivity.
  • Reported issues to higher management with great detail.
  • Reduced corporate risk by managing shrink processes and controlling inventory levels.
  • Enhanced operational success through effective staffing, strong training, adherence to safety regulations and well-timed customer service.
  • Trained, coached and mentored staff. Managed staff complement of 30 to 40 employees.
  • Managed budget implementations, employee evaluations, and contract details.
  • Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
  • Reviewed performance data to monitor and measure productivity, goal progress and activity levels.

Sales Manager

Sears Canada
01.2014 - 01.2017
  • Identified, hired and trained staff by teaching best practices, procedures and sales strategies.
  • Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
  • Coached employees in successful selling methods and encouraged cross-selling to drive revenue.
  • Provided ongoing training and mentorship for junior sales staff, fostering professional development and career growth.
  • Conducted team meetings to reinforce goals and objectives and set clear expectations about policies and procedures.
  • Utilized metrics to modify low-performing sales and marketing programs and plans to increase effectiveness.
  • Handled all customer relations issues pleasantly, enabling quick resolution and client satisfaction.
  • Monitored metrics to access performance and implement continuous improvements.

Client Service Representative

WorkSafeBC Call Center
11.2007 - 09.2013
  • CSR role with WorkSafeBC is initial point of contact for injured workers, employers and medical community.
  • Maintained detailed records of client interactions, allowing for better understanding of needs and preferences for future engagements.
  • Assisted clients with navigating online platforms and tools, enhancing their overall experience with company's resources.
  • Entered client interaction details into Teleclaim application to track requests, document injuries, record conversations and adjudicate outcome on claim(s).
  • Assisted clients by answering questions, responding to inquiries and handling telephone claims
  • Maintained accurate record-keeping with proactive attention to client information updates
  • Adjudicated injury claims as per policy and procedure.

Client Service Representative

Telus Call Center
01.2007 - 11.2007
  • Provided primary customer support to Telus's top 100 business clients.
  • Increased customer retention rates through personalized follow-ups and timely resolution of concerns.
  • Maintained up-to-date knowledge of product and service changes.
  • Handled all trouble shooting for clients in fast-paced environment.
  • Maintained customer satisfaction with forward-thinking strategies, focused on addressing customer needs and resolving concerns.
  • Entered customer interaction details in software to track requests, document problems and record solutions offered.

Education

AEC / DEP or Skilled Trade Certificate - Medical Transcription

CanScribe
Vancouver, BC
10.2016

Police Services - Policing

RCMP Training Academy
Regina, SK
08.1991

Skills

  • Efficient multi-tasker
  • Time Management skills
  • Deadline oriented
  • Meets goals/targets
  • Communication expertise
  • Sales experience
  • De-escalation skills
  • Rapport building
  • Active listening
  • Marketing
  • Objection handling
  • OPS management
  • Driving instruction
  • Coaching
  • Sales Management
  • Account Management
  • CRM Software
  • Leadership
  • Presentation Skills
  • Mentoring
  • Sports Coaching
  • Merchandising
  • Conflict Management
  • Tutoring
  • Negotiation
  • Recruiting
  • B2B Sales
  • Cold Calling
  • Inside Sales/outside sales

Languages

English
Native or Bilingual

Timeline

CSR - Customer Service Representative

360 Super Techs
11.2021 - 10.2023

Driving Instructor

Young Drivers of Canada
01.2021 - 11.2021

General Manager

PetSmart
01.2017 - 01.2020

Sales Manager

Sears Canada
01.2014 - 01.2017

Client Service Representative

WorkSafeBC Call Center
11.2007 - 09.2013

Client Service Representative

Telus Call Center
01.2007 - 11.2007

AEC / DEP or Skilled Trade Certificate - Medical Transcription

CanScribe

Police Services - Policing

RCMP Training Academy

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Jodi Wrzesien