Lisa Martin
Grand Bay–Westfield,NB
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
24
24
years of professional experience
Work History
Truck Dispatcher
CAA Atlantic
01.2013 - Current
- Managed high call volume while remaining focused on delivering excellent customer experiences.
- Exceeded performance metrics by consistently maintaining high-quality interactions with customers.
- Assisted in training new hires, sharing best practices and contributing to their professional development.
- Directed dispatching, routing, and tracking of 18+ fleet vehicles.
- Reduced errors in dispatch logs by implementing a thorough double-check system for all entries.
- Communicated with drivers and personnel to coordinate timely delivery of service
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Consistently met performance metrics for call handling, contributing to the overall success of the department.
- Maintained updated and detailed records of calls in physical and electronic database.
- Planned, organized, and managed work of subordinate staff to accomplish consistent work within organizational standards.
- Demonstrated adaptability in evolving situations by adjusting strategies in real-time as new information became available.
- Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands.
- Communicated with customers to provide delivery updates and resolution.
- Monitored and tracked dispatch communication systems.
- Managed high-stress situations to ensure caller calmness, using effective communication and problem-solving skills.
Cashier
Tanjay/Alia
04.2012 - 01.2013
- Operated cash register to record transactions accurately and efficiently.
- Helped customers complete purchases, locate items, and join reward programs.
- Performed cash, card, and check transactions to complete customer purchases.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Worked flexible schedule and extra shifts to meet business needs.
- Restocked and organized merchandise in front lanes.
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
Customer Care Representative
Fundy Honda
09.2011 - 04.2012
- Assisted call-in customers with questions and orders.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Navigated multiple computer systems and applications to find information.
- Contributed to team success, consistently achieving call center performance metrics.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Met customer call guidelines for service levels, handle time and productivity.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Conducted follow-up calls to ensure complete resolution of customer concerns and verify satisfaction levels.
Store Manager
Circle K Convenience Store
02.2001 - 09.2011
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Approved regular payroll submissions for employees.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Increased store profitability by implementing cost-saving measures and efficient inventory management strategies.
- Assisted with hiring, training and mentoring new staff members.
- Maximized sales by creating innovative visual merchandising displays and store layouts.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
Education
Legal Administrative Assistant - Law
Compu College
Saint John, NBSkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Call center experience
- Computer proficiency
- Client relations
- Complaint handling
- Customer satisfaction measurement
- Complaint resolution
- Payment processing
Accomplishments
- Telephone Service - Professionally processed numerous calls per day, providing information and service to ensure customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Supervised team of 20+ staff members.
Languages
English
Native or Bilingual
Timeline
Truck Dispatcher
CAA Atlantic
01.2013 - Current
Cashier
Tanjay/Alia
04.2012 - 01.2013
Customer Care Representative
Fundy Honda
09.2011 - 04.2012
Store Manager
Circle K Convenience Store
02.2001 - 09.2011
Legal Administrative Assistant - Law
Compu College
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