Melissa Augusto
Toronto
Summary
Customer Experience Manager offering 10+ year track record of cultivating customer loyalty and retention. Accustomed to working in fast-paced environments with decisive problem-solving skills and competency in defusing high-pressure situations. Superb analytical skills leveraged to proactively improve customer service processes and garner stellar customer feedback. Proven ability to lead, support and motivate both large and small teams. Bright and enthusiastic individual with strong interpersonal and communication skills.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Private Nanny
Noemi Jacek
01.2025 - Current
- Provided a nurturing environment for the infant, ensuring his safety and well-being at all times.
- Maintained detailed records of the infant's daily activities, milestones, and health-related information for parental review.
- Fostered strong parent-nanny relationships through open communication, trust, and professionalism.
- Supported parents in implementing routines and schedules, leading to increased consistency and predictability for the infant.
Home Daycare Employee
TiaBel Daycare
09.2023 - Current
- Contributed to the cleanliness of the facility by performing routine maintenance tasks such as sweeping, mopping, and sanitizing surfaces.
- Built strong relationships with families through open communication channels and attending community events together.
- Provided excellent care for diverse group of children, catering to individual needs and cultural backgrounds.
- Facilitated learning through play, stories and outdoor activities for successful child outcomes.
- Promoted language development through storytelling, songs, and engaging conversations.
School Bus Driver
Attridge Transportation
12.2023 - 12.2024
- Completed pre-trip and post-trip bus inspections and documented info in vehicle logs.
- Demonstrated professionalism at all times while engaging with students, parents, colleagues, and administrators alike during daily duties.
- Provided a positive environment for students during transportation, fostering respectful interactions and promoting good behavior.
- Assisted in maintaining bus cleanliness with regular sanitizing and disinfecting.
Customer Experience Manager
Indigo Books and Music
10.2017 - 04.2023
- Hired, supervised and coached 100+ employees on sales strategies to optimize performance, and developed 15+ employees into leadership positions.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction and employee productivity.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
- Increased profits through providing excellent customer service. Creating and maintaining a visually appealing and welcoming store atmosphere to generate excitement about the Indigo brand, new products, promotions, and initiatives
- Created and implemented key initiatives to improve efficiency and effectiveness of the stock room, during key inventory/ changeover periods.
Server
St. Louis Bar & Grill
09.2016 - 07.2018
- Cultivated warm relationships with regular customers.
- Worked with POS system to place orders, manage bills and handle complimentary items.
- Increased sales significantly by upselling higher-end products to customers.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
Operations Leader, Visual
Indigo Books and Music
10.2014 - 10.2017
- Enhanced overall store appearance by applying careful consideration to product and display locations.
- Developed merchandising strategy to efficiently display inventory, move overstock, and prepare for incoming inventory.
- Streamlined operational performance and reduced labor expenses by developing and optimizing standard practices.
- Processed inbound and outbound shipments with high accuracy by directing associate teams and managing inventory processes.
- Motivated and trained 20+ employees to maximize team productivity.
Server
Jack Astor's
06.2012 - 10.2014
- Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers.
- Kept register accurate through correct billing, payment processing and cash management practices.
- Maintained clean and organized dining areas to uphold restaurant hygiene standards.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals and walk-in business.
Hostess
Montana's Cookhouse
03.2009 - 06.2012
- Took reservations and to-go orders by phone, answered customer questions and informed of accurate wait times.
- Supported servers, food runners and bussers with keeping dining area ready for every guest.
- Cultivated positive guest relations by managing information and orchestrating speedy seating.
- Routinely supported other areas of restaurant by answering telephones and completing financial transactions for other staff members.
Education
Certificate - CELTA 5
Oxford TEFL
Toronto, ON09-2023
Certificate - Pre-Health Sciences Pathway
Humber College
Toronto08-2025
Skills
- Training Programs
- Customer Experience Improvement
- Retention Management
- Motivational Leadership
- Coaching and Mentoring
- Operational Efficiency
- Collaborative Environments
- Customer Issue De-Escalation
- Team Recruiting and Onboarding
Certification
- First Aid, CPR-C Training
Timeline
Private Nanny
Noemi Jacek
01.2025 - Current
School Bus Driver
Attridge Transportation
12.2023 - 12.2024
Home Daycare Employee
TiaBel Daycare
09.2023 - Current
Customer Experience Manager
Indigo Books and Music
10.2017 - 04.2023
Server
St. Louis Bar & Grill
09.2016 - 07.2018
Operations Leader, Visual
Indigo Books and Music
10.2014 - 10.2017
Server
Jack Astor's
06.2012 - 10.2014
Hostess
Montana's Cookhouse
03.2009 - 06.2012
Certificate - CELTA 5
Oxford TEFL
Certificate - Pre-Health Sciences Pathway
Humber College
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