MICHELLE DRAPKIN
Ottawa,ON
Summary
Dedicated Customer relations professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Front Office Manager
GK Plumbing and Heating INC
02.2023 - Current
- Monitored financial transactions, ensuring accurate billing procedures and minimizing discrepancies.
- Answered phone, routing calls, delivering messages to staff and greeting visitors.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines.
- Assisted in onboarding new employees, providing training materials, and coordinating orientation schedules to ensure a smooth integration into the team.
CSR Team Lead
Highbridge Construction
05.2021 - Current
- Input leads from various lead sources
- Reached out to customers and scheduled meetings with estimators based on estimators availability
- Promoted team collaboration, performance and efficiency by fostering healthy environments focused on mutual success
- Helped investigate and resolve customers complaints quickly using superior customer service
- Implement new protocols and processes
- Coached CSR team on handling customer interactions, follow up processes, and system management
- Answered phone calls and directed calls to the appropriate department.
Store Manager
Koodo Mobile
06.2015 - 04.2021
- Set effective store schedules considering forecasted customer levels, individual employee knowledge and service requirements
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings
- Promoted team collaboration, performance and efficiency by fostering healthy environments focused on mutual success
- Completed all point of sale opening and closing procedures, including counting contents of the cash register.
Senior Sales Representative
Koodo Mobile
08.2008 - 06.2015
- Upsold warranties and complementary products to customers through building trust and rapport with customers
- Monitored customer buying trends, market conditions and competitor actions to adjust strategies and achieve sales goals
- Utilized effective communication and active listening skills to create client rapport to grow profitability
- Liaised between parties to coordinate schedules, payments and allocations while managing customer accounts
- Helped resolve client problems quickly with superior customer service
- Boosted brand awareness, implemented promotional campaigns and employed sales tactics for Koodo Mobile.
Education
Grade 12 -
Loyalist Collegiate And Vocational Institute
Kingston, ONSkills
- Relationship building and management
- Order management
- Team leadership and coaching
- Maximizing Profitability
- Store Management
- Product and Service Sales
- Goals and Performance
- Training and Development
- Customer-oriented
- Financial operations management
- Systems and software programs
- POS systems
- Operations
- Database Management
Certification
- Leadership Development Program - Telus - 2010
- Management Essentials - Blanchard - 2019
Accomplishments
- As a sales rep I achieved the Celebration of Starts trip for Exceeding monthly store sales goals 12 months in a row.
- As a manager I was granted the ROI award for top 5 managers that tested the status quo and exceeded results by doing so.
References
Available Upon Request
Languages
English
Native or Bilingual
Timeline
Front Office Manager
GK Plumbing and Heating INC
02.2023 - Current
CSR Team Lead
Highbridge Construction
05.2021 - Current
Store Manager
Koodo Mobile
06.2015 - 04.2021
Senior Sales Representative
Koodo Mobile
08.2008 - 06.2015
Grade 12 -
Loyalist Collegiate And Vocational Institute
Similar Profiles
Carlos EphraimCarlos Ephraim
Plumbing Service Technician at Rite Way Heating, Cooling and Plumbing ( Formally Plumbing Medic)Plumbing Service Technician at Rite Way Heating, Cooling and Plumbing ( Formally Plumbing Medic)
Edwina TinitaliEdwina Tinitali
Office Coordinator at Fox Plumbing & Heating/Mercurio's Heating & ACOffice Coordinator at Fox Plumbing & Heating/Mercurio's Heating & AC
Brody HayesBrody Hayes
Licensed Journeyman Plumber at Elevated Plumbing & Heating/Jim Houg PlumbingLicensed Journeyman Plumber at Elevated Plumbing & Heating/Jim Houg Plumbing
PATRICIA CHAMBERLAINPATRICIA CHAMBERLAIN
Turkey Guide at Irish creek outfittersTurkey Guide at Irish creek outfitters
Cullen WoodCullen Wood
Pro Shop Customer Service Representative at Amberwood Village GolfPro Shop Customer Service Representative at Amberwood Village Golf