Lana Fiessel-Matteau
Bengough,SK
Summary
Results-oriented Customer Service Professional effective at uncovering customer needs, finding solutions and handling objections. Top performer with consistent track record of meeting and exceeding goals. Customer service professional skilled in training staff and establishing rapport with clients. Self-motivated with exceptional communication and computer abilities. Customer service and sales professional successful at improving customer retention rates and growing revenue. Organized, motivated and hardworking.
Dynamic individual with hands-on experience in [Area of expertise] and talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Credit Card Advisor
Royal Bank of Canada, RBC
02.2023 - Current
- Built strong relationships with customers to increase retention and loyalty.
- Improved customer satisfaction by efficiently addressing and resolving credit card disputes and inquiries.
- Provided exceptional customer service, leading to increased client retention rates and positive referrals from satisfied customers.
- Evaluated customer creditworthiness and financial statements to determine credit limits.
- Assisted clients in understanding their credit card benefits, resulting in increased usage of available perks.
Environmental Services Housekeeper
Saskatchewan Health Authority
09.2020 - 02.2025
- Wore necessary personal protective equipment to minimize risks from hazardous materials, biohazards, and other harmful substances.
- Ensured timely completion of assigned tasks by effectively prioritizing workload based on urgency and importance.
- Practiced established infection control methods to reduce risks to patients, families, and medical staff.
- Cleaned and disinfected patient exam rooms, surgery suites, and common areas to promote sanitary treatment and services environment.
- Demonstrated flexibility in adapting to changing priorities or urgent situations requiring immediate attention in the work environment.
Client Advisor
RBC Royal Bank
09.2020 - 02.2023
- Maintained in-depth knowledge of industry trends and products, ensuring accurate guidance for clients.
- Developed strong rapport with clients through active listening and empathetic understanding of their goals and concerns.
- Strengthened client relationships through regular communication and proactive follow-up on inquiries.
C-Store Supervisor
Sherwood Co-op
04.2013 - 02.2020
- Kept all documentation and records accurate and up-to-date with latest data to prevent errors in processing or delivery.
- Offered expertise in inventory management and current stock levels to internal teams and customers to facilitate accuracy and product availability.
- Used hand-held devices and computers to record and monitor inventory levels and completed audits to uncover and address inaccuracies.
- Maintained customer satisfaction while handling customer product returns quickly and professionally.
- Answered questions about store policies and concerns to support positive customer experiences.
- Increased beverage equipment lifetime by designing schedules and updated protocols for equipment inspections and maintenance.
- Managed scheduling and task delegation for 35 member warehouse team.
- Greeted customers and directed to requested products.
- Completed physical inventory counts each quarter.
Education
High School Diploma -
William Derby High School
Skills
- Employee management
- Exceptional time management skills
- Client-focused
- Positive and friendly
- Quick learner
- Motivated team player
- Active listening skills
- Employee relations
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
Certification
-First aid certificate-AED
-HR management course
-C-store petroleum advanced training program
-Business administration classes
Timeline
Credit Card Advisor
Royal Bank of Canada, RBC
02.2023 - Current
Environmental Services Housekeeper
Saskatchewan Health Authority
09.2020 - 02.2025
Client Advisor
RBC Royal Bank
09.2020 - 02.2023
C-Store Supervisor
Sherwood Co-op
04.2013 - 02.2020
High School Diploma -
William Derby High School
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