Summary
Overview
Work History
Education
Skills
Professionalqualifications
Awards
Timeline
Hi, I’m

Melissa Sherwood

Kingston,ON

Summary

Experienced People Leader bringing 15+ years of quality performance in a variety of leadership roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.

Overview

18
years of professional experience

Work History

Assurant

Customer Support Supervisor
07.2016 - Current

Job overview

  • Enhanced team performance by conducting regular training sessions and offering constructive feedback.
  • Analyzed customer feedback to identify areas for improvement.
  • Streamlined support processes for increased efficiency and reduced response times.
  • Monitored employees' productivity, accuracy and adherence to defined processes by using dashboards and other reporting tools to enable proactive action on delays compromising customer care.
  • Evaluated agent performance through quality assurance monitoring, identifying areas for improvement and providing targeted coaching as needed.
  • Updated internal resources regularly to keep information current for both agents and customers alike, ensuring continued relevance in an ever-changing industry landscape.
  • Reduced employee turnover by creating a positive work environment that encouraged growth and development.
  • Coached employees to develop strong customer support skills to minimize process issues and meet customer expectations.
  • Conducted regular performance reviews for team members, offering constructive feedback on areas requiring improvement and recognizing outstanding achievements.
  • Drove change and improvement for customer support team by identifying enhancements and forwarding suggestions to senior leadership.
  • Handled escalated customer complaints professionally, resolving conflicts promptly and maintaining relationships with clients.
  • Motivated and developed employees to overcome challenges and achieve goals to boost efficiency and performance.
  • Created customer support strategies to increase customer retention.
  • Improved team productivity by identifying inefficiencies in workflows and implementing corrective actions.
  • Created reports, presentations and other materials for executive staff.

The Source, Bell

Manager
08.2015 - 06.2026

Job overview

  • Managed and motivated employees to be productive and engaged in work.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Accomplished multiple tasks within established timeframes.

Cineplex

Assistant Manager
05.2015 - 09.2016

Job overview

  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Maintained a clean, safe, and organized store environment to enhance the customer experience.
  • Developed strong working relationships with staff, fostering a positive work environment.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Improved customer satisfaction by addressing and resolving complaints promptly.
  • Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Mentored team members to enhance professional development and accountability in workplace.
  • Collaborated with the management team to develop strategic plans for business growth and improvement.
  • Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.

Pandora

Store Manager
10.2014 - 04.2015

Job overview

  • Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
  • Managed inventory control, cash control, and store opening and closing procedures.
  • Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
  • Assisted with hiring, training and mentoring new staff members.
  • Completed point of sale opening and closing procedures.
  • Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
  • Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
  • Reconciled daily sales transactions to balance and log day-to-day revenue.
  • Fostered a positive work environment by cultivating strong relationships between team members through team-building activities and consistent recognition of individual achievements.
  • Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
  • Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.

Virgin Mobile Canada

Store Manager
04.2012 - 10.2013

Job overview

  • Managed daily operations to ensure smooth functioning of thestore, maintaining a clean, safe environment for customers and employees.
  • Managed inventory control, cash control, and store opening and closing procedures.
  • Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
  • Improved customer satisfaction through staff training in customer service and product knowledge.
  • Completed point of sale opening and closing procedures.
  • Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
  • Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
  • Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
  • Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
  • Fostered a positive work environment by cultivating strong relationships between team members through team-building activities and consistent recognition of individual achievements.
  • Managed financial aspects of store operations, including budget planning, expense tracking, and accurate record-keeping to maintain fiscal responsibility.
  • Optimized labor scheduling according to store needs while adhering to budget constraints, maximizing productivity without compromising service quality.
  • Oversaw loss prevention efforts, minimizing shrinkage by implementing effective security measures and training staff on proper procedures.
  • Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
  • Maintained open lines of communication with corporate headquarters, sharing pertinent information about store performance and requesting support when needed.
  • Ensured compliance with all applicable laws, regulations, policies by regularly reviewing store procedures and taking corrective measures when necessary.
  • Collaborated with other managers to develop company-wide initiatives aimed at improving overall performance across all locations.
  • Developed and implemented successful staff incentive programs to motivate employees.
  • Assessed local market trends to make informed decisions regarding product assortment adjustments or pricing changes based on consumer demand patterns.
  • Interacted well with customers to build connections and nurture relationships.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.

Starbucks Coffee Company

Assistant Store Manager
11.2008 - 04.2012

Job overview

  • Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
  • Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
  • Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
  • Rotated merchandise and displays to feature new products and promotions.
  • Assisted the Store Manager in analyzing sales data to identify trends and make informed decisions for improving overall store performance.
  • Walked through store areas to identify and proactively resolve issues negatively impacting operations.
  • Mentored new employees on company policies, procedures, and best practices to ensure their success within the organization.
  • Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
  • Fostered a positive work culture by promoting teamwork and recognizing individual achievements among staff members regularly.
  • Boosted customer satisfaction by providing exceptional service and addressing concerns promptly.
  • Developed a loyal customer base through personalized interactions, increasing repeat business in-store visits.
  • Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
  • Streamlined inventory management with regular audits, accurate ordering, and efficient stock organization.
  • Provided weekly work schedules to employees to accommodate business demands and vacation requests.
  • Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
  • Analyzed customer feedback and implemented strategies to improve customer experience.
  • Provided support to store manager in budgeting processes, helping maintain financial stability for the business.
  • Assisted in recruiting, hiring and training of team members.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Interacted well with customers to build connections and nurture relationships.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.

Education

Trillium College
Kingston, ON

Business Management Diploma
09.2011

University Overview

Bayridge Secondary School
Kingston, ON

Ontario Secondary School Diploma
06.2002

University Overview

Skills

  • Insatiable drive to achieve superior results
  • Service Level Management
  • Staff Motivation
  • Training and coaching
  • Escalation Handling
  • Team Leadership
  • Verbal and written communication
  • Complex Problem-Solving
  • Time Management
  • Customer Relations

Professionalqualifications

Professionalqualifications

Maintain office files and accounts, preparing and submitting deposits and handling daily cash payouts as required.

Driving store sales to meet and exceed sales goals and targets.

Monitor and maintain appropriate stock levels ordering as required from various vendors and suppliers.

Receive, verify and clarify discrepancies of stock deliveries, Analyze and prepare reports based on a monthly and quarterly prepared P&L. 

Handle cash, debit and credit transactions ensuring accuracy and balancing associated daily transactions. 

Recruit, interview and hire new applicants assessing both job relevant and personal qualifications determining aptness in both job related skills and ability to assimilate with existing team.

Prepare and deliver progressive discipline documentation in a timely manner. 

Prepare and deliver semi-annual employee reviews. 

Train new front line Customer Service Representatives, communicating expectations, demonstrating procedures, setting goals and providing ongoing feedback. 

Coach employees, reinforcing initial training and focusing on opportunities to assist in promoting successful customer service and employee development.

Providing ongoing new product/service training. 

Prepare daily, weekly and monthly schedules for a staff of 5-15, maintaining admirable customer service levels and meeting budget requirements for labour. 

Ensuring full knowledge of all products in order to offer the best experience for our customers.

Merchandising and visual display

Awards

Awards

Annual Top Performers Award 2012 - Virgin Mobile Canada

Rising Star 2017 -  Director's Choice Awards, Assurant

Timeline

Customer Support Supervisor
Assurant
07.2016 - Current
Manager
The Source, Bell
08.2015 - 06.2026
Assistant Manager
Cineplex
05.2015 - 09.2016
Store Manager
Pandora
10.2014 - 04.2015
Store Manager
Virgin Mobile Canada
04.2012 - 10.2013
Assistant Store Manager
Starbucks Coffee Company
11.2008 - 04.2012
Trillium College
Business Management Diploma
Bayridge Secondary School
Ontario Secondary School Diploma

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Melissa Sherwood