Melody Johnson
St. Agatha,ON
Summary
Dynamic Senior Customer Experience Associate at Scotiabank with strong analytical skills and a proven track record in conflict resolution. Enhanced customer satisfaction through active listening and implemented feedback for continuous improvement. Proficient in Microsoft Excel, I excel in high-pressure environments, ensuring exceptional service and fostering customer loyalty.
Overview
13
13
years of professional experience
Work History
Senior Customer Experience Associate
Scotiabank
10.2023 - Current
- Employed active listening skills to accurately understand customer concerns and address them effectively.
- Collaborated with team members to develop effective strategies for enhancing the overall customer experience.
- Assisted in training new employees on company policies, procedures, and best practices for delivering exceptional service.
- Maintained an up-to-date knowledge of company offerings in order to provide relevant recommendations based on client needs.
- Implemented feedback from clients into actionable steps aimed at improving our products and services offering continually evolving experiences.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
Customer Service Representative
Majorel
01.2019 - 05.2022
- 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Stocker
Canadian Tire
10.2018 - 04.2019
- Unloaded, sorted and stocked merchandise according to store layout and product placement.
- Answered customer questions and provided detailed product information.
- Performed inventory control, such as counting, and stocking merchandise.
- Greeted customers and directed to requested products.
- Maintained effective team member communication.
- Reduced out-of-stock situations with regular monitoring of product levels on sales floor.
- Collaborated with team members to complete stocking tasks during peak business hours, maintaining a well-stocked sales floor.
Baker
Red Lobster Restaurant
07.2016 - 05.2018
- Produced consistently high-quality baked goods for customers.
- Complied with health and safety codes to protect staff and customers.
- Operated and maintained bakery equipment, including ovens and mixers.
- Enhanced customer satisfaction by consistently producing high-quality baked goods and maintaining a clean, organized workspace.
- Ensured product freshness by implementing proper storage techniques and regularly rotating stock.
- Maintained a safe work environment by strictly adhering to sanitation guidelines and addressing potential hazards promptly.
Customer Service Representative
Tim Hortons
06.2012 - 08.2017
- 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.
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Took orders at drive-thru or front counter and accurately processed payments to provide guests with great service.
- Demonstrated outgoing and friendly behavior and positive attitude and interacted well with staff and customers.
- Maintained clean and organized workstations, adhering to strict health and safety guidelines.
- Managed cash transactions for a high-volume drive-thru, maintaining accuracy and efficiency.
- Assisted in training new drive-thru staff members, ensuring proper procedures were followed consistently.
- Consistently met or exceeded performance goals set by management in regard to speed of service metrics while maintaining an unwavering focus on quality control measures in food preparation tasks performed as needed during busy periods or staff shortages.
Education
Diploma - Protection, Security, Investigation
Conestoga College
Kitchener, ON04-2025
Make-up Artist Certificate - Makeup And Design
Viola
Kitchener, ON04-2019
High School Diploma -
Cameron Heights
Kitchener, ON06-2016
Skills
- Analytical
- Professional and Punctual
- Active listening
- Critical thinking
- Conflict resolution
- De-escalation techniques
- Microsoft Excel
Languages
English
Native or Bilingual
Timeline
Senior Customer Experience Associate
Scotiabank
10.2023 - Current
Customer Service Representative
Majorel
01.2019 - 05.2022
Stocker
Canadian Tire
10.2018 - 04.2019
Baker
Red Lobster Restaurant
07.2016 - 05.2018
Customer Service Representative
Tim Hortons
06.2012 - 08.2017
Diploma - Protection, Security, Investigation
Conestoga College
Make-up Artist Certificate - Makeup And Design
Viola
High School Diploma -
Cameron Heights
Similar Profiles
Jasleen KamalJasleen Kamal
Financial Advisor at ScotiabankFinancial Advisor at Scotiabank
Gurpreet SinghGurpreet Singh
Senior Financial Advisor at ScotiabankSenior Financial Advisor at Scotiabank
Aram Iqbal DesaiAram Iqbal Desai
Senior Mortgage Funding and Accounting Officer at ScotiabankSenior Mortgage Funding and Accounting Officer at Scotiabank
Ashley DaweAshley Dawe
CLIENT RELATIONSHIP MANAGER at ScotiabankCLIENT RELATIONSHIP MANAGER at Scotiabank
Lucas ScheererLucas Scheerer
Owner/Operator at Lusch LandscapesOwner/Operator at Lusch Landscapes