Maureen McGrath
Whitby,ON
Summary
Dynamic Customer Service Manager with a proven track record at Royal Distributing, excelling in employee development and team collaboration. Successfully implemented strategies that enhanced customer satisfaction and boosted team morale. Adept at conflict management and coaching, fostering a positive work environment while ensuring compliance with safety regulations.
Overview
12
12
years of professional experience
Work History
Customer Service Manager
Royal Distributing
Whitby, Ontario
08.2021 - 06.2025
- Monitored staff performance to ensure adherence to customer service standards.
- Developed and implemented strategies for providing excellent customer service experience.
- Conducted regular training sessions for staff on new products, services, and customer service techniques.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Assigned tasks to employees and monitored progress of projects.
- Monitored employee productivity to provide constructive feedback and coaching.
- Fostered a positive and motivating work environment, leading to an increase in team morale.
- Trained employees on additional job positions to maintain coverage of roles.
- Reviewed incoming requests from customers regarding potential reimbursement or replacement options under a given warranty policy.
- Ensured all necessary paperwork was completed accurately before approving any claims filed under a particular warranty agreement.
- Maintained relationships with external vendors providing services related to extended warranties offered by the company.
- Organized and maintained warranty records, ensuring accuracy of information and compliance with company policies.
- Investigated customer complaints related to product quality or service provided under a manufacturer's warrantee policy.
- Facilitated communication between customers and internal teams when resolving issues arising from defective products covered by a manufacturer's warranty policy.
- Ensured all Bopis orders were filled in a timely manner.
Store Manager
Dollartree
Bowmanville, ON
04.2013 - 05.2021
- Established customer service standards and monitored staff compliance.
- Created weekly work schedules for store personnel.
- Monitored inventory levels and placed orders to restock shelves.
- Recruited, trained and supervised new employees.
- Maintained accurate records of employee performance reviews.
- Ensured compliance with safety regulations and company policies.
- Conducted daily store operations, including opening and closing procedures and cash handling.
- Managed daily banking activities such as deposits and withdrawals.
- Resolved customer complaints in a timely manner.
- Generated repeat business by responding to customer concerns with friendly and knowledgeable service.
Store Manager
Manager
Whitby, ON
06.2014 - 05.2017
- Worked effectively in team environments to make the workplace more productive.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Completed day-to-day duties accurately and efficiently.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Managed inventory and supplies to ensure materials were available when needed.
Skills
- Employee development
- Team collaboration
- Conflict management
- Coaching and feedback
- Communication skills
- Excellent time management skills
- Working with Bopis team, to have quick turn around
- Team building and leadership
- Inventory management
- Warranty Management
Affiliations
- Gardening
- Reading
- Anything with animals
Timeline
Customer Service Manager
Royal Distributing
08.2021 - 06.2025
Store Manager
Manager
06.2014 - 05.2017
Store Manager
Dollartree
04.2013 - 05.2021
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