Marilyn Wickens
Belleville
Summary
Focused customer relations professional skilled in lead generation, customer relationship development and sales. Accomplished in providing unsurpassed support to demanding customers. Offering 6 years of experience in related roles, as well as passion for improving service delivery, enhancing knowledge and exceeding expectations.
Overview
2025
2025
years of professional experience
Work History
Retail Sales Associate
Toys R Us Canada
07.2021 - Current
- Serves customers by helping them select products
- Drives sales through engagement of customers, suggestive selling, and sharing product knowledge
- Greets and receives customers in a welcoming manner
- Responds to customers’ questions
- Directs customers by escorting them to racks and counters
- Provides outstanding customer service
- Processes payments by totaling purchases, processing checks, cash, and store or other credit and debit cards
- Alerts management of potential security issues
- Assists with inventory, including receiving and stocking merchandise.
Customer Success Associate
Toys R Us Can
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Assists customer virtually through live chat
- Interacted with customers through email
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers
- Processed orders, returns, and exchanges in an accurate and efficient manner
- Handled customer complaints and inquiries in a courteous and efficient manner
- Followed up with customers regarding product functionality and overall satisfaction
- Greeted customers by name and displayed respectful attitude, helping develop rapport with customer base and build lasting relationships
- Guided customers through online shopping experiences or troubleshooting via chat or email sessions
- Described products to customers and accurately explained details and care of merchandise
- Answered product questions with up-to-date knowledge of sales and store promotions
- Referred unresolved customer grievances to designated departments for further investigation
- Contacted carrier representatives to make arrangements or issue instructions for shipping and delivery of materials.
- Enhanced customer retention through personalized follow-up and proactive outreach initiatives.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs
Customer Relations Team Leader Associate
HGS
08.2018 - 09.2020
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Championed company values through exemplary leadership skills, inspiring trust and confidence among both colleagues and clients alike.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Developed agents to become leader's and overcome obstacles and to achieve success
- Coached individual agents to hep assist with overall company drivers
- Taught customer services skills
- Trained new team members by relaying information on company procedures and safety requirements.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
Customer Relations Associate
HGS
09.2018 - 09.2020
- Answered customer telephone calls promptly to avoid on-hold wait times
- Responded to customer requests for products, services and company information
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
Stylist
Maurice's
10.2017 - 09.2018
- Process sales transactions, operate cash register and manage POS system
- Work with customers to determine their needs and provide advice about merchandise
- To meet/ exceed daily and annual sales targets
- Maintain all reporting systems, i.e
- Daily business record, UPT Form, weekly and monthly reports
- Follow up will customers in timely manner regarding customer issues.
Stylist
Bikini Bay Key Holder
09.2016 - 11.2017
- Process sales transactions operate cash register and manage POS system
- Work with customers to determine their needs and provide advice about merchandise
- To meet/ exceed daily, weekly, monthly and annual sales targets
- Maintain all reporting systems, i.e
- Daily business record, UPT Form, weekly and monthly reports
- Follow up will customers in timely manner regarding customer issues, such as repairs, special orders, etc.
Customer Service Representative
Convergys
03.2013 - 11.2015
- Answered customer telephone calls promptly to avoid on-hold wait times
- Responded to customer requests for products, services and company information
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly
- Managed customer calls effectively and efficiently in complex, fast-paced and challenging call center environment.
Volunteer
The Glanmore National Historical house
10.2010 - 12.2010
- Helped with office tasks including scanning documents and answering phone inquiries
- Front desk (greeting people etc.)
Volunteer Tutoring Assistant
Links for learning
04.2010 - 11.2010
- Motivated students towards learning and studying to build self-confidence and reduce anxiety of failure in writing
- Created special handouts, study guides and assessments to evaluate and boost student knowledge
- Crafted effective learning plans to address students' writing weaknesses and strengths
- Assisted children with daily homework tasks by uncovering and removing obstacles to success
- Structured activities for interactive learning, including word analysis, reading understanding and fluency skills.
Work support
Girls' Inc
03.2010 - 11.2010
Childcare Provider
Private Home
07.2000 - 01.2008
- Prepared healthy foods and beverages for children based on optimal dietary guidelines and individual restrictions
- Maintained effective schedule balance between rest periods, active play and instruction
- Kept all areas neat, clean and properly sanitized
- Organized and cleaned home after activities by picking up toys for tidy home when parents arrive.
Education
High School Diploma -
Moira Secondary School
Belleville, ONSkills
- Over 6 years' experience in customer service environment
- Positive attitude and outgoing
- Strong computer skills
- Flexile able to work under tight deadlines and pressure
- Highly skilled in achieving client goals in revenue / customer services
- Quick learner
- Excellent communication both written and oral
- Reliable, trustworthy and bondable
- Upselling
- Customer Service
- Live Chat
- Sales
- Computer Operation
- Typing
- Technical Support
- Order Entry
- Windows
- VPN
- English
- Microsoft Excel
- Microsoft Outlook
- Languages
- English - Fluent
- Certifications and Licenses
- Smart Serve
- Present
Timeline
Retail Sales Associate
Toys R Us Canada
07.2021 - Current
Customer Relations Associate
HGS
09.2018 - 09.2020
Customer Relations Team Leader Associate
HGS
08.2018 - 09.2020
Stylist
Maurice's
10.2017 - 09.2018
Stylist
Bikini Bay Key Holder
09.2016 - 11.2017
Customer Service Representative
Convergys
03.2013 - 11.2015
Volunteer
The Glanmore National Historical house
10.2010 - 12.2010
Volunteer Tutoring Assistant
Links for learning
04.2010 - 11.2010
Work support
Girls' Inc
03.2010 - 11.2010
Childcare Provider
Private Home
07.2000 - 01.2008
Customer Success Associate
Toys R Us Can
High School Diploma -
Moira Secondary School
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