Summary
Overview
Work History
Education
Skills
Languages
Certification
Timeline
Generic

Leston Lawrence

Ottawa,ON

Summary

Knowledgeable and dedicated customer service professional with extensive experience in various industries. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Manager of Operations

Kayak Autoglass
01.2017 - 11.2023
  • Streamlined operational processes by implementing efficient workflow management strategies.
  • Improved customer satisfaction ratings by ensuring prompt resolution of issues and concerns.
  • Managed purchasing, sales, marketing and customer account operations efficiently.
  • Developed strong relationships with suppliers, resulting in reduced costs and better quality products.
  • Optimized inventory control procedures to minimize stockouts and excess inventory levels.
  • Identified and resolved unauthorized, unsafe, or ineffective practices.
  • Interacted well with customers to build connections and nurture relationships.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Streamlined operational processes by implementing efficient workflow management strategies
  • Improved customer satisfaction ratings by ensuring prompt resolution of issues and concerns

Customer Service Representative

Bell Canada
03.2016 - 11.2017
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Streamlined call center processes for improved efficiency and reduced wait times.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Responded to customer requests for products, services, and company information.

Graphic Design Assistant

Signarama
06.2014 - 01.2016
  • Enhanced brand visibility by designing eye-catching marketing materials for print and digital platforms.
  • Collaborated with team members to develop creative concepts for advertising campaigns, resulting in increased engagement.
  • Streamlined the design process by organizing project files and maintaining a consistent workflow.
  • Supported the lead designer with conceptualization and execution of various projects, ensuring timely completion.
  • Designed attention-grabbing social media graphics that increased followers and overall online presence.
  • Developed creative design for print materials, banners and signs.
  • Developed creative design for print materials, brochures, banners, and signs.
  • Met with customers to present mockups and collect information for adjustments.
  • Completed final touches for projects before rollout.

Office Assistant

CE Composite & Ballistik Hockey Canada
04.2010 - 05.2014


  • Completed clerical tasks such as filing, copying, and distributing mail.
  • Maintained and updated office records, both digital and physical.
  • Managed daily data entry and kept clerical information accurate and up-to-date.
  • Prepared and edited documents to produce precise, accurate and professional communication.
  • Delivered clerical support by handling range of routine and special requirements.
  • Input data into spreadsheets and databases.
  • Edited and proofread documents for accuracy and completeness.
  • Edited documents to keep company materials free of grammar errors.
  • Expedited document processing with accurate data entry and timely filing.
  • Increased customer satisfaction by providing professional and courteous front desk support.
  • Facilitated smooth operations by efficiently handling incoming mail, phone calls, and visitor inquiries.
  • Maintained confidentiality in handling sensitive information while performing administrative tasks.
  • Achieved high levels of accuracy in data entry tasks while adhering to strict deadlines.

Office Coordinator

Huntclub Riverside Community Center
10.2007 - 03.2010
  • Streamlined office operations by implementing efficient filing systems and organizational tools.
  • Enhanced communication within the team through regular meetings and detailed reporting.
  • Improved client satisfaction by promptly responding to inquiries and resolving issues in a professional manner.
  • Coordinated company events, fostering team building and boosting overall morale.
  • Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
  • Maintained office supplies inventory by checking stock and ordering new supplies.
  • Provided clerical support, addressing routine, and special requirements.
  • Efficiently supervised filing, sorting and handling incoming and outgoing mail.
  • Created and implemented secure filing systems for sensitive employee and client documents.
  • Reconciled account files and produced monthly reports.
  • Maintained computer and physical filing systems.
  • Coordinated special projects and managed schedules.
  • Facilitated a positive work environment by addressing employee concerns and providing support when needed.

Education

Advanced Diploma - Supply Chain And Operations Management

Trios College
Ottawa, ON
04.2025

Intermediate Certificate - Entrepreneurial Skills

St Lawrence College
Cornwall, ON
07.2017

City & Guilds - Electronics And Computer Engineering Technology

Huddersfield Technical College
West Yorkshire, UK
09.2000

Skills

  • Logistics Management
  • Problem Solving
  • Time Management
  • Supply Chain Management
  • Data Management
  • Project Management
  • Inventory Management
  • Customer Retention
  • Customer Service Management
  • Sales Strategies

Languages

English
Full Professional

Certification

  • Ten Habits Of Great Decision Makers
  • Supply Chain Fundamentals: Risk and Resilience
  • Certificate Of Completion PowerPoint Essential Training Microsoft 365
  • Certificate Of Completion Microsoft Office
  • MicroSoft Excel 2019
  • Certificate Of Completion PowerPoint Essential Training Microsoft 365
  • Certificate Of Completion Inventory Management Foundations
  • Certificate Of Completion International Logistics

Timeline

Manager of Operations

Kayak Autoglass
01.2017 - 11.2023

Customer Service Representative

Bell Canada
03.2016 - 11.2017

Graphic Design Assistant

Signarama
06.2014 - 01.2016

Office Assistant

CE Composite & Ballistik Hockey Canada
04.2010 - 05.2014

Office Coordinator

Huntclub Riverside Community Center
10.2007 - 03.2010

Advanced Diploma - Supply Chain And Operations Management

Trios College

Intermediate Certificate - Entrepreneurial Skills

St Lawrence College

City & Guilds - Electronics And Computer Engineering Technology

Huddersfield Technical College

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