Hi, I’m
Reneika Scott-Okpako
Lead Customer Experience Associate
Ajax,ON
Summary
Accomplished Lead Customer Experience Associate , adept in Customer Relationship Management and conflict resolution, significantly enhancing customer satisfaction and team efficiency. Excelled in training and mentoring, leveraging Microsoft Office and CRM software to streamline operations. Proven track record in leadership and regulatory compliance, driving sales and customer loyalty.
Work History
TD Canada Trust
Lead Customer Experience Associate
10.2021 - Current
Job overview
- Prioritized tasks to meet tight deadlines, pitching in to assist others with duties.
- Identified customer needs and wants to enhance customer experiences and boost sales.
- Trained and mentored junior staff of 12 on customer service strategies and techniques.
- Led training sessions for new employees to ensure smooth integration into the company culture and workflow.
- Giving transaction approvals and overrides over junior staffs' approved limits.
- Organized weekly meeting with team to cover policies and procedure changes.
- Managed complex issues escalated from junior staff, ensuring satisfactory resolution for customers.
- Executing opening and closing procedures.
TD Canada Trust
Customer Experience Associate
11.2018 - 10.2021
Job overview
- Looked for additional ways to expand products to customers by upselling new products and services.
- Utilized CRM software to maintain detailed records of customer interactions for future reference and analysis.
- Employed active listening skills to accurately understand customer concerns and address them effectively.
Sobeys Inc.
Front End Supervisor
02.2017 - 05.2021
Job overview
- Maintained a clean and organized front-end area to ensure a pleasant shopping experience for customers.
- Managed customer returns and exchanges efficiently, ensuring a smooth process for both customers and employees.
- Monitored cashier performance metrics to identify areas for improvement and implement corrective actions as needed.
- Monitored cash drawers in 7 checkout stations to verify adequate cash supply.
Sobeys Inc.
Customer Service Rep and Cashier
03.2016 - 02.2017
Job overview
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Handled customer exchange and return transactions.
Overview
8
years of professional experience
1
Language
Education
Seneca College of Applied Arts And TechnologyNorth York, ON
Diploma from Accounting
06.2018
Skills
- Customer Relationship Management
- Conflict resolution Techniques
- Regulatory Compliance
- Team Management Experience
- CRM Software
- Team Training
- Microsoft Office
Languages
English
Native or Bilingual
Interests
Reading
Exploring Nature
Writing
Software
Workday
Relationship Builder
Work Preference
Work Type
Full TimeLocation Preference
HybridRemoteImportant To Me
Company CultureWork-life balancePersonal development programsCareer advancementFlexible work hoursAvailability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Lead Customer Experience Associate
TD Canada Trust
10.2021 - Current
Customer Experience Associate
TD Canada Trust
11.2018 - 10.2021
Front End Supervisor
Sobeys Inc.
02.2017 - 05.2021
Customer Service Rep and Cashier
Sobeys Inc.
03.2016 - 02.2017
Seneca College of Applied Arts And Technology
Diploma from Accounting
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