Summary
Overview
Work History
Education
Skills
Timeline
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Lakiesha Norris

Summary

Professional with significant background in customer and public service, adept at resolving complex inquiries and providing exceptional support. Strong focus on collaboration and consistently achieving results. Skilled in conflict resolution, communication, and adaptable to changing needs. Reliable team player with commitment to positive outcomes and strong interpersonal skills.

Overview

10
10
years of professional experience

Work History

Citizen Services Officer

Service Canada
05.2024 - 06.2025
  • Delivered front-line service to the public by providing accurate, clear, and timely information on government programs and services (e.g., SIN, EI, OAS, CPP and Passport Services).
  • Assisted citizens in completing applications, verifying documents, and navigating digital platforms to access government benefits and services.
  • Provided exceptional customer service in-person, over the phone, and via email while adhering to service standards and privacy legislation.
  • Conducted needs assessments to determine client eligibility and directed individuals to appropriate support services or resources.
  • Handled escalations and resolved complaints professionally, maintaining a high level of client satisfaction.
  • Maintained detailed case notes and accurately input client information into internal systems (e.g., ITRDS, PWS, SINRA, FTS, TEMPO, and Cúram).
  • Stayed up to date on changes to government policy, procedures, and eligibility criteria through regular training and internal updates.
  • Promoted equity, diversity, and inclusion in service delivery, ensuring all citizens were treated with dignity and respect.

Customer Experience Associate

TD Canada Trust
03.2023 - 05.2024
  • Delivered exceptional, personalized customer service by greeting clients, addressing inquiries, and identifying financial needs.
  • Processed daily banking transactions including deposits, withdrawals, bill payments, and transfers with speed and accuracy.
  • Educated customers on TD products, services, and digital banking tools to enhance financial literacy and promote self-service.
  • Resolved customer concerns efficiently while maintaining a positive and professional attitude.
  • Identified opportunities to refer clients to appropriate financial specialists (e.g., Financial Advisors, Mortgage Specialists).
  • Maintained confidentiality and followed all TD Bank operational procedures and compliance policies.
  • Consistently exceeded customer satisfaction targets and recognized by management for service excellence.

Assistant Manager

LaSenza
06.2022 - 05.2024
  • Supported the Store Manager in daily operations, staff supervision, and achieving sales and customer satisfaction goals.
  • Led and motivated a team of associates to meet performance targets, maintain high visual standards, and deliver exceptional customer service.
  • Trained and coached team members on product knowledge, sales techniques, and company policies to ensure consistent service quality.
  • Oversaw opening and closing procedures, including cash handling, bank deposits, and daily sales reporting.
  • Managed inventory levels through stock replenishment, markdowns, and organization of backroom and sales floor.
  • Resolved customer concerns and returns with professionalism to maintain brand loyalty and satisfaction.
  • Ensured compliance with company policies regarding loss prevention, visual merchandising, and health and safety standards.

Sales Specialist and Key Holder

LaSenza
11.2017 - 06.2022
  • Delivered high-impact sales support by engaging customers, identifying their needs, and recommending tailored product solutions to drive revenue.
  • Consistently met or exceeded sales goals through strong product knowledge, upselling, and cross-selling techniques.
  • Acted as a trusted point of contact for opening and closing procedures, including securing the store, handling keys, and managing end-of-day cash reconciliation.
  • Provided leadership on the floor in the absence of management, including delegating tasks, coaching associates, and resolving customer concerns.
  • Processed transactions accurately using POS systems and handled returns, exchanges, and refunds in compliance with company policies.
  • Supported store promotions and new product launches by educating customers and staff on features and benefits.

Brand Ambassador

Karma Casting
06.2017 - 07.2018

Early Childhood Educator Assistant

Cudley Corner
01.2017 - 08.2017

Garnisher/Cashier/ Drive-Thru Operator

Harvey’s
06.2015 - 12.2015

Education

Bachelor of Arts - Law and Society

York University
Toronto, ON
06.2021

High School Diploma -

Saint Francis Xavier Catholic Secondary School
Milton, ON
06.2016

Skills

  • Excellent verbal and written communication skills
  • Experience in providing customer service and handling customer complaints
  • Ability to multitask and manage time effectively
  • Strong problem-solving skills and attention to detail
  • Embrace challenges and opportunities for growth
  • Proficiency in computer applications and software
  • Ability to work well in a team environment

Timeline

Citizen Services Officer

Service Canada
05.2024 - 06.2025

Customer Experience Associate

TD Canada Trust
03.2023 - 05.2024

Assistant Manager

LaSenza
06.2022 - 05.2024

Sales Specialist and Key Holder

LaSenza
11.2017 - 06.2022

Brand Ambassador

Karma Casting
06.2017 - 07.2018

Early Childhood Educator Assistant

Cudley Corner
01.2017 - 08.2017

Garnisher/Cashier/ Drive-Thru Operator

Harvey’s
06.2015 - 12.2015

Bachelor of Arts - Law and Society

York University

High School Diploma -

Saint Francis Xavier Catholic Secondary School

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Lakiesha Norris