NANCY FERGUSON
SAINT JOHN,NB
Summary
Dynamic professional with a proven track record at CAA Atlantic, enhancing customer satisfaction through exceptional service and problem-solving skills. Expert in multitasking and maintaining composure under pressure, I significantly contributed to team efficiency and performance. Skilled in verbal and written communication, my role in training new hires and resolving complex issues underscores a commitment to excellence and continuous improvement.
Developed strong communication and problem-solving skills within high-paced customer service environment. Excel at efficiently managing inquiries and resolving issues using technology-driven solutions. Seeking to t
Developed strong communication and problem-solving skills within high-paced customer service environment. Excel at efficiently managing inquiries and resolving issues using technology-driven solutions. Seeking to transition to new field where these transferable skills can drive impactful results.
Overview
27
27
years of professional experience
Work History
Contact Center Agent /Dispatcher
CAA Atlantic
09.2014 - Current
- Assisted in training new hires by sharing best practices and offering guidance on company processes.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained high call quality standards by adhering to company policies and procedures for each interaction.
- Participated in ongoing training programs to stay current on product offerings, industry trends, and company updates.
- Assisted customers by answering questions and responding to inquiries.
- Primarily dispatched to both contracted service providers and fleet drivers for the past five years.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Analyzed and escalated complaints, issues, and grievances to designated departments for investigation and response.
- Managed high-stress situations effectively, remaining calm and professional while addressing escalated customer issues.
- Demonstrated exceptional multitasking abilities by navigating multiple systems simultaneously during calls to provide accurate information to customers quickly.
- Adapted communication style according to individual customer needs, ensuring comprehension of complex information while maintaining empathy throughout each interaction.
- Enhanced team performance by offering support and sharing knowledge with colleagues in a collaborative environment.
- Contributed towards the achievement of team and organizational goals by actively participating in performance-driven initiatives, resulting in increased efficiency for the contact center.
- Trained new personnel regarding company operations, policies and services.
- Trained staff on operating procedures and company services.
Assistant Store Manager
Nygard International
07.2009 - 03.2013
- 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.
- 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.
- Processed payments for credit and debit cards and returned proper change for cash transactions.
- Created and maintained safe and secure work environments for employees.
- 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.
- Resolved escalated customer issues effectively leading to improved customer satisfaction rates.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
- Delivered consistent sales growth by identifying opportunities for promotions and cross-selling products to customers.
- Improved store operations by establishing clear communication channels between team members and implementing efficient scheduling practices.
- Interacted well with customers to build connections and nurture relationships.
Bartender
AJ's Restaurant and Lounge
07.2002 - 07.2009
- Served high customer volumes during special events, nights, and weekends.
- Managed cash handling duties responsibly, ensuring accurate accounting at the end of each shift.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Maintained a clean and organized workspace, ensuring compliance with health and safety regulations.
- Developed loyal clientele by consistently delivering outstanding service and engaging in friendly conversation.
- Kept bar presentable and well-stocked to meet customer needs.
- Efficiently opened or closed the bar according to established procedures, ensuring preparedness for each shift.
- Increased customer satisfaction by providing excellent service and crafting high-quality cocktails.
- Followed alcohol awareness procedures for preventing excessive guest intoxication.
- Reduced wait times for drinks by efficiently managing the bar area and prioritizing orders.
- Enhanced overall guest experience by promptly addressing concerns and resolving issues professionally.
- Adapted to fast-paced environment, effectively managing multiple drink orders simultaneously without compromising quality.
- Enhanced customer experience with engaging conversations and personalized drink recommendations.
Store Manager
Fabricville
02.1998 - 04.2002
- 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.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Assisted with hiring, training and mentoring new staff members.
- Improved customer satisfaction through staff training in customer service and product knowledge.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- 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.
- Rotated merchandise and displays to feature new products and promotions.
- Maximized sales by creating innovative visual merchandising displays and store layouts.
- Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
- Approved regular payroll submissions for employees.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
- Organized special events such as seasonal sales promotions to drive foot traffic into the store and increase sales opportunities.
- Developed a successful employee retention plan, reducing staff turnover rates significantly.
- Improved store layout for better customer flow and product visibility, leading to increase in average purchase size.
- Improved efficiency and accuracy of inventory management by implementing new stock control system.
- Oversaw daily operations to ensure compliance with health and safety standards, maintaining safe environment for both staff and customers.
Education
No Degree - Bachelor of Education
University of New Brunswick
Fredericton, NBHigh School Diploma -
Saint John High School
Saint John, NB06-1983
Skills
- Problem-solving skills
- Answering questions
- Gathering information
- Follow-up skills
- Remote work capabilities
- Call handling
- Product knowledge
- Resolving issues
- Verbal and written communication
- Multitasking Abilities
- Professional phone voice
- Calm and professional under pressure
Languages
English
Full Professional
Interests
- Baking
- Crafting and DIY Projects
- Knitting and Crocheting
- I like working with my hands and fixing things
- DIY and Home Improvement
- Glamping
Timeline
Contact Center Agent /Dispatcher
CAA Atlantic
09.2014 - Current
Assistant Store Manager
Nygard International
07.2009 - 03.2013
Bartender
AJ's Restaurant and Lounge
07.2002 - 07.2009
Store Manager
Fabricville
02.1998 - 04.2002
No Degree - Bachelor of Education
University of New Brunswick
High School Diploma -
Saint John High School
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