Kelly Nichols
Oshawa,ON
Summary
Results-driven Operations Manager with a focus on optimizing customer experience. Excel at completing tasks with high productivity and efficiency, ensuring smooth operational flow and superior service delivery. Skilled in strategic planning, team leadership, and process improvement. Bring valuable soft skills such as communication, problem-solving, and adaptability to excel in dynamic environments.
Overview
12
12
years of professional experience
2
2
years of post-secondary education
Work History
Operations Manager, Customer Experience
Chloe's sanctuary
Oshawa, ON
02.2019 - Current
- Started with the taking in critters that can no longer stay with their owners during COVID as an interest but became a full time job.
- Ranging from leopard geckos, hedgehogs, aquatic animals and even a dog
- Educating and empowering owner's and future owners of the real requirements of these animals
- Shame free help with pets that could no longer be kept what ever the reasons
- Ig: theyareallover
Customer Service Expert
U-Haul International
Ajax, Ontario
04.2019 - 02.2020
- Guided customers through rental processes, ensuring clarity and
- understanding of terms.
- Managed inventory control, maintaining accurate records of
- equipment availability.
- Resolved customer inquiries efficiently, enhancing overall
- satisfaction and loyalty..
- Managed high-stress situations effectively, maintaining
- professionalism under pressure while resolving disputes or conflicts.
- 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.
- •
- Participated in cross-functional teams to discuss ways to improve
- overall customer satisfaction across company.
- Fostered positive customer service culture within team which led to
- higher customer satisfaction rates.
- •
- Negotiated solutions with dissatisfied customers, turning potential
- negative reviews into positive testimonials.
Team Member & Flow Team Member
Target
Oshawa, Ontario
04.2014 - 04.2015
- Assisted customers with product selections and inquiries.
- Maintained cleanliness and organization of sales floor.
- Operated cash register and processed customer transactions.
- Marked items with identifying codes such as price, stock, or
- inventory control codes.
- Operated forklifts and pallet jacks to lift or place merchandise in
- backroom or on sales floor.
- Checked refrigerated and frozen food for sell by dates and removed
- merchandise that was expired so that it would not be sold.
Education
BBA - Business Admin Human Resources Management
Durham College
Oshawa 09.2016 - 04.2018
Skills
- Project management
- Team leadership
- Inventory control
- Customer relationship management
- Active listening
- Time management
- Problem solving
- Employee training
- Cross-functional collaboration
- Customer retention
- Purchasing and procurement
- Operations management
- Inventory management
- Employee motivation
- Management
- Customer service
- Decision-making
- Sales background
- Customer relations specialist
Timeline
Customer Service Expert
U-Haul International
04.2019 - 02.2020
Operations Manager, Customer Experience
Chloe's sanctuary
02.2019 - Current
BBA - Business Admin Human Resources Management
Durham College
09.2016 - 04.2018
Team Member & Flow Team Member
Target
04.2014 - 04.2015