Pearl Dunphy
Airdrie,AB
Summary
Polite, cheerful and professional sales representative with strong expertise in call center environments. Proven track record of surpassing sales targets through effective communication and persuasive techniques. Proficient adapting to changing circumstances to ensure optimal results. Skilled in customer relationship management, conflict resolution, and utilizing sales software to maximize productivity. Reliable and results-driven, consistently contributing to team goals and customer satisfaction. Experienced with managing high-volume inbound calls and converting inquiries into sales. Utilizes strong communication skills to build rapport and understand customer needs. Track record of meeting sales targets through effective problem-solving and negotiation skills. .
Overview
2026
2026
years of professional experience
Work History
Inbound Call Center Representative
MCI Telecommunications
09 2024 - 07.2025
- Educate customers on features, benefits, and competitive advantages.
- Generated additional sales opportunities with upselling and cross-selling techniques.
- Consistently met or exceeded quotas by implementing strategic sales plans and effective time management.
- Utilized CRM software to manage client information, track leads, and monitor sales progress.
- Exceeded sales targets through effective planning and goal setting.
- Managed high call volumes (30+ calls/day) in a fast-paced call center environment while consistently meeting performance and quality metrics
- Maintained an average daily and monthly performance conversion score of 50% or higher, consistently meeting or exceeding call center benchmarks
- Achieved consistently high customer satisfaction ratings by tailoring solutions to individual needs.
- Achieved or exceeded company-defined sales quotas.
- Contributed to team objectives in fast-paced environment.
- Recorded accurate and efficient records in customer database.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Cultivated deep understanding of product features to answer questions and overcome objections.
Cleaning Team Leader
Mermaids Cleaning Co
07 2023 - 08 2024
- Maintained a 98% client satisfaction rating, based on post-cleaning inspections and customer feedback.
- Conducted quality control checks on 100% of completed jobs, ensuring adherence to safety and sanitation standards.
- Managed inventory efficiently, ensuring the availability of necessary supplies and minimizing waste.
- Led team in consistently outperforming set targets while also maintaining excellent client feedback and retention rates, establishing the team''s reputation for excellence.
- Promoted team collaboration through open communication channels and fostering a positive work atmosphere.
- Resolved client issues promptly, maintaining professional relationships and ensuring repeat business.
- Developed tailored cleaning plans for clients with unique requirements or specialized facilities.
- Optimized staff deployment by strategically assigning tasks based on individual competencies and workload balance.
- Enhanced client satisfaction through consistent high-quality service delivery and attention to detail.
- Streamlined reporting processes, enabling accurate tracking of completed tasks and time spent on each job site.
- Conducted thorough inspections to ensure cleanliness standards were consistently met across all facilities serviced by the team.
- Maintained a safe working environment by enforcing strict adherence to safety guidelines and protocols.
- Disposed of trash and recyclables each day to avoid waste buildup.
- Placed orders for housekeeping supplies and guest toiletries.
Retail Sales Associate Cashier
Pawn Shop Super Store
01.2020 - 01.2023
- Maintained a clean and organized store environment, contributing to a positive customer experience.
- Helped customers complete purchases, locate items, and join reward programs.
- Processed an average of 100+ high volume customer transactions sometimes daily during peak periods while maintaining a 98% accuracy rate at the register without compromising quality.
- Operated POS terminals and cash drawer balancing. Handling $5,000–$10,000 in cash and card transactions per shift with zero discrepancies.
- Assisted customers by answering questions and fulfilling requests.
- Streamlined checkout process for customers, reducing wait times and enhancing overall shopping experience.
- Upheld store appearance standards by restocking merchandise quickly and neatly organizing shelves/displays while also performing routine cleaning duties.
- Performed end-of-shift cash out operations according to store policies, maintaining accurate counts and receipt records.
- Contributed to loss prevention efforts by monitoring suspicious activity and reporting concerns promptly.
- Built rapport with customers through active listening skills, leading to strong relationships and return visits.
Professional Residential Cleaner
MadMaids
11.2014 - 07.2016
- Cleaned an average of 4–6 homes per day, covering up to 2,500 sq. ft. per property while maintaining a 98% client satisfaction rate.
- Received 5-star ratings from 95% of clients on company platform
- Demonstrated flexibility in adapting to unique client requests while maintaining professional standards throughout each job assignment.
- Reduced allergens in living spaces by performing deep-cleaning tasks, including dusting, vacuuming, and mopping.
- Received positive feedback from clients due to the timely completion of scheduled cleanings without compromising quality standards.
- Enabled a smooth transition for clients during relocation by providing move-in and move-out cleaning services tailored to their specific needs.
- Gained repeat business through exceptional performance and building strong relationships with satisfied customers over time.
- Improved the appearance of residential properties, leading to increased property value and marketability.
Education
Certificate - General Education Development
Calgary Learning Institute Ltd
Calgary, AB2023
Diploma - Cosmetology Studies
Delmar College of Hair And Esthetics
Calgary, AB01.2021
Skills
- Fast-paced environment
- Work under pressure
- Repetitive tasks
- Creativity
- Energetic
- Positive attitude
- Dependability
- Honesty
- Ability to work independently
- Patience
- Account development
- Customer Relations
- Performance improvement
- Point of sale operation
Languages
English
Elementary
Custom
Calgary, AB,Calgary, AB,Calgary, AB
Custom
Sydney River, Nova Scotia B1S 1R9
Timeline
Retail Sales Associate Cashier
Pawn Shop Super Store
01.2020 - 01.2023
Professional Residential Cleaner
MadMaids
11.2014 - 07.2016
Certificate - General Education Development
Calgary Learning Institute Ltd
Diploma - Cosmetology Studies
Delmar College of Hair And Esthetics
Inbound Call Center Representative
MCI Telecommunications
09 2024 - 07.2025
Cleaning Team Leader
Mermaids Cleaning Co
07 2023 - 08 2024
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