Leanne Creamer
Kitchener,Canada
Summary
Skilled Customer Service Supervisor with a background in managing customer service teams, ensuring high-quality customer interactions, and resolving complex customer complaints. Strengths include problem-solving capabilities, strong leadership skills, and the ability to implement effective customer service protocols. Previous work has resulted in improved team productivity, enhanced customer satisfaction rates, and streamlined service procedures.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Recruitment Administrator Supervisor
Pool Supplies Canada-Ontario
, Ontario
11.2020 - 03.2025
- Post Job Ads that have been written by the Customer Service Manager and Assistant Manager.
- Screen resumes for potential new hires.
- Close job ads when we have screened resumes, and have filled the position.
- Schedule Interviews with candidates
- Fill in contracts and send them to potential new hires, and submit them to HR when completed.
- Create new accounts for new hires.
- Take new hires through prepared training material.
- Complete Quality Assurance Audits for all employees as part of our ongoing training program.
- Complete off-boarding paperwork, and exit interviews.
- Ensure Performance Coordinators are completing tasks assigned to them.
- Built training program from scratch.
- Answer staff questions when necessary.
- Update and create new Help Center articles when necessary.
- Track all new reviews from Google, Better Business Bureau, and various other review sites.
- Complete assigned tasks in a timely manner.
- Excellent understanding and use of Zendesk agent workspace.
Customer Service Supervisor
Pool Supplies Canada
Remote, ON
11.2020 - 01.2022
- Answered customer inquiries through online chat, telephone, and email.
- Answered customer support and after sales questions from team members.
- Provided product information to customers for a better understanding of the benefits and features.
- Created new orders for customers, either over the phone or by walking the customer through how to place the order online.
- Took payment for orders
- Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
- Assisted customers with product inquiries and resolving complaints promptly and professionally.
- Collaborated closely with upper management on projects involving new initiatives or improvements within the department.
- Ensured all customer inquiries were handled in accordance with company standards and regulations.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Maintained accurate records of customer interactions for future reference.
Customer Service Representative
The Brick-Kitchener, ON
Kitchener, Ontario
06.2019 - 11.2020
- Answer all inbound calls
- Check stock availability
- Help clients in store, over the phone or by email to resolve any outstanding issues
- Write up sales
- Process furniture repair requests
- Update customer files
Customer Service Representative
TA Appliances-Kitchener, ON
Kitchener, Ontario
06.2018 - 02.2019
- Answer calls from customers regarding broken appliances
- Contact manufacturers to set up service calls
- Follow up with customers to ensure their needs have been taken care of
- Use of multi line phones
- Use of email
Customer Service Representative
Arvato-Kitchener, ON
Kitchener, Ontario
06.2017 - 06.2018
- Answered multi-lined phones
- Transferred customers to right specialty agent
- Fulfilled banking tasks over the phone with customers
- Provided detailed notes for the next agent, after the call had ended
Sales Associate
Lastman's Bad Boy-Kitchener, ON
Kitchener, Ontario
10.2015 - 11.2016
- Provided in person or phone individualized customer service
- Tracked orders
- Used multi-lined phones
- Called customers about deliveries or delays
- Processed orders and invoiced paperwork
- Resolved issues pertaining to order changes, returns or deliveries
- Developed an in-depth knowledge of products through ongoing vendor training sessions
Sales Associate
The Brick-Waterloo, ON
Waterloo, Ontario
11.2014 - 05.2015
- Tailored customer service for individual instances, both in person and phone service
- Ensured orders were tracked to improve deliveries
- Used multi-lined phones
- Informed clients about delivery changes or delays
- Processed orders and invoiced paperwork
- Resolved issues pertaining to order changes, returns or deliveries
- Continued ongoing training with vendor specific training sessions
Assistant Manager
Loblaw Superstore-Milton, ON
Milton, Ontario
10.2008 - 07.2014
- Attended weekly manager meetings with general manager
- Wrote weekly schedules for employees in my department
- Ensured employees had task lists for their shifts
- Ordered product and returned merchandise to vendors
- Trained new employees
- Assisted employees with receiving new product
Receptionist/Administrative Assistant
BGSeas-Mississauga, ON
Mississauga, Ontario
01.2010 - 01.2013
- Answered multi-lined phones
- Took messages for travel agents to return later
- Processed and filed invoices
- Assisted management with filing
Education
English
Lakehead University
Thunder Bay, Ontario, Canada05.2005
Child & Youth Worker
George Brown College
Toronto, Ontario, Canada05.2003
E. C. Drury High School
Milton, Ontario, Canada06.2001
Skills
- Merchandising (6 years)
- Filing (2 years)
- Zendesk (4 years)
- Training (10 years)
- Customer Care (10 years)
- Paging Systems (10 years)
- Retail (10 years)
- Internet Explorer (20 years)
- Microsoft Office (20 years)
- Microsoft Outlook (20 years)
- Quality Assurance (5 years)
- Invoicing (10 years)
- Customer Service (20 years)
- Scheduling (2 years)
- Multi-Lined Phones (10 years)
- Sales (3 years)
- Multi-line Phone Systems (10 years)
- Interviewing (3 years)
Certification
- Personal Support Worker
- January 2006 to Present
- Received in class training, as well as unpaid job placement in a Long Term Residential facility taking care of the elderly.
Personal Details
- Highest Level of Education: Secondary School
- Total years of experience: 20
Timeline
Customer Service Supervisor
Pool Supplies Canada
11.2020 - 01.2022
Recruitment Administrator Supervisor
Pool Supplies Canada-Ontario
11.2020 - 03.2025
Customer Service Representative
The Brick-Kitchener, ON
06.2019 - 11.2020
Customer Service Representative
TA Appliances-Kitchener, ON
06.2018 - 02.2019
Customer Service Representative
Arvato-Kitchener, ON
06.2017 - 06.2018
Sales Associate
Lastman's Bad Boy-Kitchener, ON
10.2015 - 11.2016
Sales Associate
The Brick-Waterloo, ON
11.2014 - 05.2015
Receptionist/Administrative Assistant
BGSeas-Mississauga, ON
01.2010 - 01.2013
Assistant Manager
Loblaw Superstore-Milton, ON
10.2008 - 07.2014
English
Lakehead University
Child & Youth Worker
George Brown College
E. C. Drury High School
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