Monica Yin
Toronto,ON
Summary
Experienced professional with 5 years of expertise in managing high-volume customer interactions. Currently pursuing a degree in Hospitality and Tourism Management, with a dedication to enhance customer satisfaction and contribute to a cohesive team environment. Passionate about creating positive experiences by bringing an approachable demeanor and a commitment to achieving shared goals through excellence in every interaction.
Overview
9
9
years of professional experience
Work History
SPECIALIST
Apple Inc.
09.2021 - Current
- Delivered exceptional customer service while demonstrating knowledge of Apple products, applications, and services.
- Built trust and customer relations through probing and understanding to create a personalized solution for each customer.
- Worked independently and as a team, to meet performance goals and enhance personal growth and development to become a more supportive team member and Apple Specialist.
- Maintained high Net Promoter Scores (NPS) across all quarters.
- Collaborated with cross-functional teams for complex problem-solving, leading to improved operational efficiency.
- Monitored inventory levels and kept adequate stock in product displays on the sales floor.
BARISTA
The Alley
12.2018 - 09.2021
- Promoted a welcoming atmosphere by greeting customers with a friendly demeanor and promptly addressing their needs.
- Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
- Delivered leadership to teams to boost performance.
- Mentored trainees on all aspects related to job performance.
- Managed over 250 orders per 6-hour shift.
PHOTOLAB STAFF
Shoppers Drug Mart
10.2017 - 04.2019
- Assisted customers with business related to photo-taking and photo-printing.
- Created detailed reports on inventory metrics for management review, enabling informed decision-making regarding inventory strategy adjustments.
- Replenished sales floor merchandise and organized shelves for optimal product displays.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Helped customers complete purchases, locate items, and join reward programs.
CASHIER
Yogen Früz
06.2016 - 08.2017
- Helped customers with order taking, understand products, provide recommendations, and join reward programs to promote loyalty and satisfaction.
Education
BCom (H) - Hospitality and Tourism Management
04-2025
Skills
- Customer relations
- Attention to details
- Administrative support
- Strategic sales knowledge
- Communication
- Teamwork
- Willingness to learn
- Emotional Intelligence
Languages
English
Chinese (Cantonese)
Chinese (Mandarin)
Timeline
SPECIALIST - Apple Inc.
09.2021 - Current
BARISTA - The Alley
12.2018 - 09.2021
PHOTOLAB STAFF - Shoppers Drug Mart
10.2017 - 04.2019
CASHIER - Yogen Früz
06.2016 - 08.2017
Toronto Metropolitan University - BCom (H), Hospitality and Tourism Management
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