Sandy H.Donaldson
North York,ON
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Coast Appliances
Vaughan, ON
04.2021 - 03.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Participated in training programs to enhance product knowledge and customer service skills.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Customized support strategies for high-priority clients to ensure their specific needs were met
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Customer Experience Manager
Rona Home Centre
North York
10.2016 - 04.2021
- Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Conducted regular performance reviews with team members, fostering professional growth and development.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Web order processing, streamlined with efficiency.
- Maintained knowledge of online products availability to ensure customer satisfaction.
- Developed personalized solutions for customers, resulting in increased loyalty and repeat business.
- Increased employee retention through effective training and mentorship programs.
- Developed and delivered comprehensive training programs for new hires, ensuring consistent customer service experience.
- Elevated customer satisfaction scores by implementing customer feedback loop that addressed concerns promptly.
- Streamlined customer service processes, leading to more efficient resolution of inquiries and complaints.
- Cultivated a supportive team environment that encouraged open communication, collaboration, and continuous learning to drive exceptional performance outcomes.
Education
Diploma - Business Administration
George Brown College
Toronto, ON04.2003
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Process Customer orders and inquiries
- Computer Proficiency
- Client Relations
- Professional demeanor via phone, email and chat
- Customer Relationship Management (CRM)
- Building rapport
- Shipping procedures understanding
- Delivery Scheduling
Timeline
Customer Service Representative
Coast Appliances
04.2021 - 03.2024
Customer Experience Manager
Rona Home Centre
10.2016 - 04.2021
Diploma - Business Administration
George Brown College