KRISTOPHER LAKE
Etobicoke,Canada
Summary
Senior operations and client service professional with over 10 years of experience at AnswerPlus supporting and managing complex client accounts. Recognized for building strong, trusted relationships, responding decisively to client issues, and consistently following through on commitments. Brings a calm, organized, and solutions-focused approach to account management with a strong commitment to long-term client satisfaction and retention.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Supervising & Training Team Lead
AnswerPlus
08.2010 - Current
- Serve as a primary point of contact for multiple large client accounts, ensuring timely, thorough responses to inquiries and concerns
- Lead daily operations and provide ongoing support to a team of 20+ Customer Service Representatives across multiple client programs
- Monitor service levels, call quality, and performance metrics to ensure client expectations and service standards are consistently met
- Develop strong, long-term client relationships by gaining a clear understanding of business needs and service priorities
- Manage escalations and sensitive client issues with professionalism, urgency, and accountability
- Identify opportunities to improve service delivery, strengthen client relationships, and support account growth
- Train, coach, and mentor team members to maintain a high and consistent client experience
Warehouse Associate
Avenue Motorworks
01.2008 - 01.2009
- Operated forklifts and pallet jacks to transport materials efficiently within warehouse.
- Managed inventory control, ensuring accurate stock levels and timely restocking of supplies.
- Collaborated with team members to streamline shipping and receiving processes, improving workflow efficiency.
Warehouse Associate
General Auto Parts
01.2006 - 01.2008
- Trained new associates on warehouse operations, fostering a culture of safety and teamwork.
- Prepared orders for shipment by picking, packing, and labeling merchandise.
- Operated forklifts and pallet jacks to transport materials efficiently within warehouse.
Sales Associate
Doogan’s Pet Emporium
01.2004 - 01.2005
- Provided exceptional customer service, addressing inquiries and resolving issues effectively.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
Executive Server
Weston Golf & Country Club
01.2000 - 01.2003
Education
High School Diploma -
Central Etrobicoke
Toronto, ONSkills
- Client Relationship & Account Management
- Issue Resolution & Escalation Management
- Account Retention & Service Improvement
- Operations & Team Leadership
- Service Metrics, Reporting & Quality Monitoring
- Cross-Functional Collaboration
- Training, Coaching & Development
- Microsoft Office Suite
- Coaching and mentoring
- Attention to detail
Certification
- CPR & Emergency First Aid Certification
- WHMIS (previously certified)
Languages
English
Full Professional
Timeline
Supervising & Training Team Lead
AnswerPlus
08.2010 - Current
Warehouse Associate
Avenue Motorworks
01.2008 - 01.2009
Warehouse Associate
General Auto Parts
01.2006 - 01.2008
Sales Associate
Doogan’s Pet Emporium
01.2004 - 01.2005
Executive Server
Weston Golf & Country Club
01.2000 - 01.2003
High School Diploma -
Central Etrobicoke