Summary
Overview
Work History
Skills
Certification
Timeline
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Renee Johnson

Mississauga,ON

Summary

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Lead CSR

Pharmacy.ca
03.2022 - Current
  • Connected with customers to address questions and resolve issues through phone and email.
  • Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
  • Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
  • Documented customer interactions in computer system and assisted cross-functionally with billing and technical support to deliver high-quality customer service.
  • Liaised with internal teams to resolve customer concerns, escalate issues and serve as company ambassador.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Trained new personnel regarding company operations, policies and services.
  • Promoted available products and services to customers during service, account management, and order calls.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.

Assistant Manager

Bluenotes
02.2021 - 02.2022
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
  • Created employee schedules to align coverage with forecasted demands.
  • Developed strategy to increase sales and drive profits.
  • Reviewed sales and gross profit report to assess company efficiency.
  • Made hiring recommendations to increase company's productivity and profitability with quality workers.
  • Monitored security to protect employees, customers and property.
  • Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
  • Rotated merchandise and displays to feature new products and promotions.
  • Walked through store areas to identify and proactively resolve issues negatively impacting operations.
  • Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.

Call Center Quality Analyst

Sykes Alpine Acess -Chat-R
03.2020 - 02.2021
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
  • Sought out extra training opportunities to enhance customer relationship management abilities.
  • Approved and terminated customer contracts upon request.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Promoted available products and services to customers during service, account management, and order calls.
  • Investigated and resolved accounting, service and delivery concerns.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Documented and detailed calls and complaints using call center's CRM database.

Administrative Assistant

Hope Autism Services
01.2019 - 03.2020
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Restocked supplies and placed purchase orders to maintain adequate stock levels.
  • Executed record filing system to improve document organization and management.
  • Scheduled office meetings and client appointments for staff teams.
  • Developed and updated spreadsheets and databases to track, analyze, and report on performance and sales data.
  • Coordinated and scheduled meetings and conference calls to optimize scheduling of senior staff.
  • Managed department budgets and generated financial reports for management review.
  • Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
  • Assisted coworkers and staff members with special tasks on daily basis.
  • Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
  • Volunteered to help with special projects of varying degrees of complexity.
  • Recorded new hires, transfers, terminations, changes in job classifications and merit increases to main human resources files.
  • Performed research to collect and record industry data.

Skills

  • Marketing
  • Staff Development
  • Business Development
  • Financial Management
  • Strategic Planning
  • Business Administration
  • Complaint Resolution
  • Report Preparation
  • Account Updating
  • Data Entry
  • Technical Support
  • Product Upselling

Certification

  • First Aid & CPR (C) Certification
  • Smart Serve Ontario Certificate

Timeline

Lead CSR

Pharmacy.ca
03.2022 - Current

Assistant Manager

Bluenotes
02.2021 - 02.2022

Call Center Quality Analyst

Sykes Alpine Acess -Chat-R
03.2020 - 02.2021

Administrative Assistant

Hope Autism Services
01.2019 - 03.2020

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Renee Johnson