Kimberley Brown
Montague,PE
Summary
Proven expert in customer service and conflict resolution, honed at the Province Of Prince Edward Island, where I significantly enhanced customer loyalty and satisfaction. Skilled in Microsoft Excel and active listening, I adeptly managed high-stress situations, turning potential negative feedback into positive testimonials, contributing to a culture of excellence.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Province Of Prince Edward Island
01.2023 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Participated in training programs to enhance product knowledge and customer service skills.
- 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.
Senior Liquor Store Clerk
PEI Liquor Control Commission
03.1998 - 12.2022
- Handled cash transactions accurately, maintaining balanced registers and reducing discrepancies at end-of-shift reconciliations.
- Maintained a clean and organized store environment for an enhanced shopping experience.
- Processed deliveries efficiently, verifying shipment accuracy and stocking shelves in a timely manner to minimize disruption of store operations.
- Maintained compliance with local and federal regulations governing the sale of alcoholic beverages, verifying customer identification as necessary.
- Received payments by cash, credit, and personal check and remitted correct change.
- Denied alcoholic sales to intoxicated customers and contacted management immediately when issues escalated.
- Operated various equipment safely, including pallet jacks and ladders when performing stocking duties or retrieving items from storage areas.
- Educated customers on different promotions, spirits and wines to facilitate buying decisions.
- Collaborated with team members to achieve daily tasks efficiently, contributing to a positive work environment.
- Improved overall store appearance through diligent cleaning practices such as sweeping floors, wiping down surfaces, removing trash regularly.
- Increased customer satisfaction by providing friendly and efficient service during checkout transactions.
- Contributed to increased sales by offering product recommendations based on customer preferences and needs.
- Maintained up-to-date knowledge on products and promotions, effectively answering questions from customers and colleagues alike.
- Provided exceptional customer service, addressing inquiries and resolving issues promptly to maintain high satisfaction rates.
- Supported loss prevention efforts by monitoring store activity and reporting suspicious behavior to management.
- Contributed to a safe and secure store environment by adhering to established safety protocols and reporting potential hazards promptly to management.
- Assisted with merchandising tasks, creating eye-catching displays that attracted customers and promoted sales growth.
- Assisted in the training of new employees by sharing knowledge about best practices for handling cashier duties effectively.
- Managed product returns professionally, ensuring seamless exchanges or refunds while adhering to company policies.
- Conducted regular price checks, ensuring accurate pricing information for customers and minimizing discrepancies.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Monitored customers for signs of security concerns and escalated issues to management.
- Managed efficient cash register operations.
- Used in-store system to locate inventory and place special orders for customers.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
- Prioritized helping customers over completing other routine tasks in store.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
- Developed strong rapport with customers and created positive impression of business.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Listened to customer needs and desires to identify and recommend optimal products.
Education
BBA - Accounting
Saint Mary's University
Halifax, NS04-1994
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Complaint resolution
- Payment processing
- Client relations
- Professional telephone demeanor
- Microsoft outlook
- Scheduling
- Product knowledge
- Paperwork processing
- Appointment scheduling
- Order processing
- Documentation
- Administrative support
- Prioritization
- Staff training
- De-escalation techniques
- Clerical support
- Filing
- POS systems expert
- Key holder experience
Languages
English
Native or Bilingual
French
Professional Working
Certification
- First Aid Certification
- PEI Driver's License
- Forklift Certification
- French Language Training Intermediate Level 2A, 2B
- Call Centre Agent Certification
- Wine and Spirit Educational Training Level 1 & 2
- Conflict Resolution
- Aspiring Manager's Program 3 levels
- Dealing with Difficult Situations Training
- Teambuilding
- Workplace Insights
- The Art of Communication: Making a Difference in Client Service in the French Language
Timeline
Customer Service Representative
Province Of Prince Edward Island
01.2023 - Current
Senior Liquor Store Clerk
PEI Liquor Control Commission
03.1998 - 12.2022
BBA - Accounting
Saint Mary's University
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