Laurlea Caissie
Summerside,PE
Summary
Accomplished Assistant Manager at TJX Canada, adept in problem-solving and exceptional interpersonal communication, significantly enhanced customer satisfaction and team performance. Expert in scheduling and planning, demonstrated through seamless operational coordination and mentoring. Achieved notable improvements in service delivery, fostering strong customer and team relationships.
Overview
20
20
years of professional experience
Work History
Assistant Manager of Customer Service and Operatio
TJX Canada
Charlottetown, PE
10.2019 - Current
- Enhanced customer satisfaction by addressing and resolving complaints in a timely manner.
- Monitored employee performance, providing constructive feedback and coaching for continuous improvement.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed team of customer service representatives, ensuring consistent high-quality service delivery.
- Worked closely with other departments within the organization to ensure seamless coordination when addressing complex customer issues or escalating concerns as needed.
- Oversaw scheduling and shift assignments, optimizing staff coverage during peak times for optimal customer support.
- Established clear communication channels between staff members, fostering a cohesive work environment conducive to collaboration.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Store Manager
Forever 21
Halifax, NS
05.2015 - 08.2019
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Approved regular payroll submissions for employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Developed a successful employee retention plan, reducing staff turnover rates significantly.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
Senior Branch Account Executive
CitiFinancial
Halifax, NS
01.2011 - 04.2015
- Developed and maintained strong knowledge of multiple products and varying levels of benefits within each product.
- Collaborated with clients to maintain relationships and provide customers with thorough support and guidance.
- Discussed financial options with clients and provided informed suggestions.
- Prepared contracts and related documentation according to strict standards.
- Enhanced client satisfaction by providing exceptional customer service and addressing complex financial needs.
Store Manager
Aldo Group
Halifax, NS
07.2004 - 12.2010
- Approved regular payroll submissions for employees.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Oversaw loss prevention efforts, minimizing shrinkage by implementing effective security measures and training staff on proper procedures.
- Fostered a positive work environment by cultivating strong relationships between team members through team-building activities and consistent recognition of individual achievements.
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
Education
Grade 12 -
Charlottetown Rural High School
Charlottetown, PESkills
- Scheduling and Planning
- Customer Feedback Analysis
- Problem-Solving
- Excellent time management skills
- Adherence to high customer service standards
- Exceptional interpersonal communication
Languages
English
Accomplishments
Award number 2 position as best Manager world wide with Aldo Group
Timeline
Assistant Manager of Customer Service and Operatio
TJX Canada
10.2019 - Current
Store Manager
Forever 21
05.2015 - 08.2019
Senior Branch Account Executive
CitiFinancial
01.2011 - 04.2015
Store Manager
Aldo Group
07.2004 - 12.2010
Grade 12 -
Charlottetown Rural High School