Konjit Kassu
Etobicoke,ON
Summary
Dynamic Customer Service Team Lead with a proven track record at Tim Hortons, excelling in staff education and training while enhancing customer relations. Expert in POS systems, I implemented innovative solutions that boosted customer satisfaction and streamlined operations, fostering a high-performing team dedicated to exceeding service benchmarks.
Customer service professional committed to excellence and results. Extensive background in managing high-performing teams and driving customer satisfaction. Known for collaborative leadership and adaptability in dynamic environments. Proficient in conflict resolution and process improvement.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Customer Service Team Lead
Tim Hortons
218 Young St
08.2024 - Current
- Facilitated team training sessions to enhance customer service skills and product knowledge.
- Resolved escalated customer inquiries, ensuring satisfaction and loyalty.
- Streamlined daily operations by implementing efficient workflow processes for staff.
- Monitored performance metrics, providing feedback to maintain high service standards.
- Coordinated schedules to optimize staffing levels during peak hours and events.
- Developed and maintained strong relationships with customers to foster community engagement.
- Assisted in inventory management, ensuring availability of products for customers.
- Led implementation of new service initiatives, improving overall customer experience quality.
- Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Addressed escalated customer concerns promptly, ensuring satisfactory resolutions while preserving long-term relationships.
- Led regular team meetings to review performance data, discuss best practices, and collaborate on continuous improvement initiatives.
- Escalated issues to proper supervisors when standard processes were not effective.
- Streamlined processes for faster issue resolution, resulting in increased customer loyalty.
- Managed high-performing customer service team, consistently exceeding company performance benchmarks.
- Evaluated representative performance regularly, offering constructive feedback and implementing targeted improvement plans as necessary.
- Reviewed customer survey results periodically to identify patterns of dissatisfaction and address them proactively within the team.
- Improved customer satisfaction by addressing and resolving complex issues in a timely manner.
- Served as a resource for representatives, answering questions and providing guidance on best practices in addressing specific customer concerns.
- Took cash and credit card payments via phone, in person, and through email.
- Assisted management in hiring decisions by conducting interviews with prospective candidates and evaluating their suitability for the Customer Service Team Lead role effectively.
- Developed innovative solutions to recurring customer issues, minimizing repeat calls and enhancing overall satisfaction levels.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Enhanced team productivity by providing ongoing training and coaching to Customer Service Representatives.
- Collaborated with cross-functional teams to develop new strategies for improving the overall customer experience.
Education
High School Diploma - Biochemistry
York University
TorontoSkills
Staff education and training
Customer relations
Order fulfillment
Quality control
Training development aptitude
Staffing oversight
POS systems expert
Languages
English
Professional Working
Amharic
Full Professional
Customer Service Excellence
- POS & Cash Handling
- Team Collaboration
- Multitasking in fast-paced environments
- Food Safety & Hygiene Knowledge
- Conflict Resolution
Certification
- Smart Serve
- Food Handler Certificate
- First Aid
Timeline
Customer Service Team Lead
Tim Hortons
08.2024 - Current
High School Diploma - Biochemistry
York University