Kate Herriott
Whitby,Canada
Summary
Dependable and highly organized professional with extensive experience in retail operations, customer service, team leadership, and management. Known for strong task prioritization, exceptional attention to detail, and maintaining high performance standards. Proven ability to train staff, strengthen customer satisfaction, and support smooth day-to-day operations.
Overview
18
18
years of professional experience
Work History
Management Office
Rogers Communications Inc.
Toronto, ON
10.2024 - Current
- Manage and resolve high-priority escalated customer concerns, ensuring timely and effective resolutions aligned with company policies and best practices
- Document and track escalated cases in CRM systems with accurate and thorough record-keeping
- Collaborate with Technical Support, Billing, Sales, and other cross-functional teams to resolve complex customer issues
- Deliver exceptional customer experiences through consistent follow-up and full resolution of escalated matters
Employee Support Team Agent
Rogers Communications Inc.
08.2023 - 10.2024
- Collaborated with cross-functional teams to ensure employees understood updated policies and procedures, enabling them to navigate complex client concerns
- Provided expert support on technical issues for both agents and clients, leveraging strong system knowledge and a focus on client satisfaction
- Guided employees through intricate customer situations, ensuring adherence to company standards while delivering an excellent customer experience
- Contributed to optimizing internal processes, workflows, and technology platforms, strengthening efficiency and employee performance
Learning Facilitator
Customer Experience Lab
01.2023 - 08.2023
- Trained and coached new employees on complex customer-support systems
- Supported WFH equipment setup and resolved technical issues for new hires
- Exceeded customer satisfaction survey targets consistently
- Achieved targets month to month
- De-escalated customer concerns and shared best practices during Behaviour Focus Huddles
- Drove operational efficiency using KMT tools such as OneView and 1Source
- Implemented data-driven recommendations and collaborated across teams to support successful campaigns
Retail Associate
HomeSense
Whitby, Ontario
01.2018 - 01.2022
- Prepare and organize merchandise for the sales floor
- Coach and support new employees on company procedures
- Maintain and uphold safety standards
- Provide friendly and knowledgeable customer service
- Handle cash accurately and efficiently
- Complete money orders securely
- Assist in delivery reception and stock processing
Store Manager
Starbucks Coffee Canada
Burnaby, British Columbia
01.2008 - 01.2014
- Consistently achieved annual sales goals of $1.2 million+
- Maintained 80%+ customer satisfaction scores
- Recruited, trained, and supervised employees
- Conducted inventory audits of supplies and ingredients
- Awarded Partner of the Quarter for outstanding performance
- Ensured full compliance with company policies and operational standards
- Managed employee scheduling and shift organization
- Ordered supplies and ingredients to meet business needs
- Oversaw delivery reception and supplier payments
- Maintained a sanitary, efficient, and systematic workstation
Education
Diploma - Marketing Management
Douglas College
01.2008
Certificate - Visual Aesthetics
Blanche McDonald Centre
01.2005
Graduate - undefined
St. Francis Xavier School
01.2004
Skills
- Demonstrated leadership by guiding and mentoring team members to achieve collective goals
- Facilitated prompt task prioritization to enhance workflow efficiency
- Supported project teams by maintaining organized documentation and tracking project details effectively Assisted in coordinating tasks to ensure timely completion of objectives Contributed to a structured workflow that enhanced team productivity
- Driven initiatives to establish and achieve strategic objectives
- Demonstrated initiative and drive to achieve personal and professional goals
- Delivered exceptional customer service to enhance client satisfaction and loyalty
- Assisted in conducting inventory audits to maintain accurate stock levels Supported stock control processes to optimize inventory management Collaborated with team members to ensure timely replenishment of supplies
- Processed money orders efficiently, ensuring accurate and timely transactions Assisted customers with inquiries related to money orders, providing clear and helpful information Supported team in maintaining organized records of all money order transactions
- Assisted in coordinating deliveries and managing supplier communications Supported reception activities to ensure smooth operations Helped maintain organized records of incoming and outgoing shipments
- Ensured adherence to compliance and safety standards across all operations
- Coordinated staff schedules to optimize workflow and support team productivity Assisted in training new employees to enhance their skills and integration into the team Provided ongoing support to staff during training sessions to ensure understanding of processes
Timeline
Management Office
Rogers Communications Inc.
10.2024 - Current
Employee Support Team Agent
Rogers Communications Inc.
08.2023 - 10.2024
Learning Facilitator
Customer Experience Lab
01.2023 - 08.2023
Retail Associate
HomeSense
01.2018 - 01.2022
Store Manager
Starbucks Coffee Canada
01.2008 - 01.2014
Diploma - Marketing Management
Douglas College
Certificate - Visual Aesthetics
Blanche McDonald Centre
Graduate - undefined
St. Francis Xavier School