Summary
Overview
Work History
Education
Skills
Timeline
Generic

NATASHA OLIVERI

Scarborough

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

7
7
years of professional experience

Work History

CUSTOMER CARE, CONTACT CENTRE AGENT

LCBO
06.2018 - Current
  • Handles internal and external customer feedback and complaints using multiple problem solving techniques to clarify issues, and escalates unresolved incidents to the appropriate contact or department when necessary
  • Fields calls, emails, and chat inquiries from LCBO employees, and customers using the appropriate databases and resources, to provide accurate answers to inquiries or referring the query to the appropriate department for resolution
  • Follows up with customers to provide answers to inquiries that required further investigation, and to collect feedback regarding experiences with our online eCommerce platform
  • Prioritizes email inquiries and assigned tasks to respond in a timely manner (within the 48 hour allotted timeframe)
  • Communicates with coworkers, LCBO employees, and external customers in a respectful and courteous manner to resolve issues and ensure an exceptional customer service experience
  • Uses knowledge of LCBO.com, vintages.com doingbusinesswithlcbo.com, vintagesshoponline.com, signage ordering systems (MARCO & Storefront), Aeroplan PAC Tool, Givex, Central Supply, Sterling, GMS, SOP processes, AGCO policies, and importation of beverage alcohol regulations to answer customer and LCBO store inquiries and process orders
  • Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions
  • Uses knowledge of store processes and procedures to answer inquiries regarding online orders, VSO orders, warehouse deliveries, receival issues, return inquiries, and customer complaints - Processes and documents Head Office Cheques so that the appropriate details can be forwarded to Finance
  • Spearheaded team training initiatives, equipping agents with essential skills to excel in their roles
  • Logs and fulfills store employee requests for name badges, including the manufacturing of the tags, and packaging kits for shipping out


CUSTOMER SERVICE REPRESENTATIVE

LCBO
10.2016 - 06.2018
  • Receives initial candidate questionnaires, reviews them, and conducts phone interviews
  • As required, scheduled candidate in-store interviews - Handles customer inquiries and complaints by asking questions, actively listening, and finding root cause both in-store and over the phone, in order to best address customer needs
  • Shift leads with up to 4 employees on shift; sets up written daily rosters with tasks, assigns breaks, reconciles employees, counts deposits, counts the safe, and uses the internal computer system to open and close the store successfully
  • Responsible for tracking sales data and collecting customer feedback to adjust the store product portfolio and order new products, including those released through the Vintages Release program
  • Trains new employees on policies and practices concerning the cash register as well as pre and post-shift practices
  • Follows all correct cash register operations when completing transactions and exchanges/returns in order to maintain loss prevention and privacy, and confidentiality standards such as PCI compliance
  • Maintains excellent relationships with coworkers and store customers while sustaining a customer service-focused attitude
  • Conducts health and safety inspection reports on a monthly basis, listening to employee concerns, addressing them, and following up
  • Receives customer eCommerce orders, IST orders, and VSO orders, and contacts the customers to ensure customer satisfaction
  • Is aware of all policies relating to harassment in the workplace and the internal resolution process; AM-0106-04, and AM-0408-02

Education

Bachelors of Commerce - Business Management- Human Resources

Ted Rogers School of Management- Ryerson University
Toronto, ON
04.2016

Skills

  • Communicates effectively and professionally, through both written and verbal mediums, with coworkers as well as internal and external customers; exhibiting strong customer service and teamwork skills
  • Self-assertive in situations that involve conflict, and successfully employs active listening and problem solving techniques to ensure positive results
  • Exceptional time management and organizational skills; has the ability to prioritize important and time sensitive tasks
  • Detail oriented; has the ability to notice important details in communications and adjust approaches accordingly
  • Able to quickly adapt and apply previously learned skills to variable, face paced, and time sensitive work environments
  • Willing to take on additional responsibilities and tasks to broaden my experience and further develop my skills
  • Demonstrated ability to build and maintain positive working relationships with team members, customers, and other internal and external stakeholders
  • Proficient in several computer software programs including Microsoft Office; Excel, PowerPoint, Word and Access, as well as Google Drive and Sharepoint
  • Completed Product Knowledge levels 1 & 2, and 3 Completed Service Knowledge

Timeline

CUSTOMER CARE, CONTACT CENTRE AGENT

LCBO
06.2018 - Current

CUSTOMER SERVICE REPRESENTATIVE

LCBO
10.2016 - 06.2018

Bachelors of Commerce - Business Management- Human Resources

Ted Rogers School of Management- Ryerson University

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NATASHA OLIVERI