Lynn Thornton

tics,The CSA is the first line of contact for VON's incoming call centre. The CSA is responsible for effective and timely communication with service providers, medical offices, Continuing Care as well as clients. Responsibilities also include scheduling, logistics, data entry.

• Handled sensitive client information with discretion, ensuring confidentiality at all times.
• Delivered outstanding customer service by maintaining a professional demeanor during high-pressure situations.
• Maintained accurate record-keeping with proactive attention to client information updates.
• Participated in ongoing training sessions to stay current on industry trends and best practices.

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Responded to customer requests for products, services, and company information.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Exceeded performance metrics consistently, earning recognition as a top performer within the team.

• Maintained a clean and organized store appearance to enhance the overall shopping experience for customers.
• Completed routine store inventories.
• Managed inventory control processes to restore back stock, control costs, and maintain sales floor levels to meet customer needs.
• Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
• Evaluated employee performance regularly provided constructive feedback coaching opportunities improvement recognition outstanding achievements.
• Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
• Optimized store displays and appearance via strategic merchandising.
• Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
• Reduced shrinkage levels by closely monitoring security measures, conducting staff training, and implementing loss prevention initiatives.