Nicole Keefe
Halifax,NS
Overview
32
32
years of professional experience
Work History
Customer Service Advisor
Scotiabank
Bedford, Nova Scotia
11.2007 - Current
- Provided customer service by responding to inquiries and resolving problems in a timely manner.
- Answered customer calls, emails, and live chat inquiries promptly and courteously.
- Assisted customers with product selection, order placement, billing questions, and returns.
- Identified customer needs and offered solutions to enhance the customer experience.
- Developed relationships with customers through proactive follow-up on orders.
- Maintained detailed records of customer interactions, transactions, comments, and complaints.
- Reviewed current processes and procedures for accuracy and efficiency improvements.
- Performed administrative tasks such as data entry into internal systems.
- Executed daily operations including answering phones and assisting walk-in customers.
- Cross-sold products or services based on customer needs assessment.
- Processed payments accurately according to company policies and procedures.
- Educated customers on product features and benefits to support sales efforts.
- Tracked customer feedback using surveys and other methods of evaluation.
- Developed strategies for increasing customer satisfaction scores over time.
- Ensured compliance with all applicable laws regarding consumer protection.
- Analyzed trends in customer complaints or requests for additional services.
Supervisor
Sobeys
Lower Sackville, Nova Scotia
11.2000 - 11.2007
- Trained new employees in customer service techniques and store policies.
- Developed and implemented strategic plans for front end operations to ensure customer satisfaction.
- Monitored cash register transactions to ensure accuracy and compliance with company policies.
- Resolved customer complaints in a professional manner.
- Conducted regular performance evaluations of front end personnel.
- Directed and supervised team of 15 employees in daily operations.
Supervisor
Tim Hortons
Lower Sackville, Nova Scotia
08.1992 - 04.2000
- Directed and supervised team of 15 employees in daily operations.
- Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Performed monthly inventory checks to ensure sufficient stock levels for all products.
- Monitored employee productivity levels on a regular basis to identify areas of improvement.
- Created new strategies for improving customer service standards within the organization.
Education
Travel and Tourism - Travel And Tourism
Scotia Career Academy
Lower Sackville, NS09-1994
High School Diploma -
Millwood High School
Lower Sackville, NS06-1993
Skills
- Customer service excellence
- Escalation management
- Email management
- Inter-department collaboration
- Dispute resolution
- Schedule management
Timeline
Customer Service Advisor
Scotiabank
11.2007 - Current
Supervisor
Sobeys
11.2000 - 11.2007
Supervisor
Tim Hortons
08.1992 - 04.2000
Travel and Tourism - Travel And Tourism
Scotia Career Academy
High School Diploma -
Millwood High School
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