Sara Tesfai
Dixington Crescent,Toronto, Ontario
Summary
Senior customer service agent with over 10 years of extensive experience in administrative support and client relations, excelling in problem-solving, security, and communication. Demonstrates strong conflict resolution and team collaboration skills, ensuring efficient operations and enhanced customer satisfaction. Proficient in inventory and time management, with a commitment to fostering a supportive work environment and driving team success.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Service Coordinator
Minto Apartment Limited Partnership
01.2021 - 01.2023
- Served as primary point of contact for clients, addressing inquiries, providing updates, and ensuring overall satisfaction with services rendered.
- Managed high volume of client requests, ensuring timely and effective service delivery.
- Maintained accurate records of all service activities, facilitating smooth communication between clients and technicians.
- Resolved customer complaints and issues to drive satisfaction and loyalty.
- Assessed customer needs and developed solutions to meet needs.
- Established strong relationships with clients through regular follow-ups, keeping them informed about progress updates regarding their services requested or concerns raised.
- Oversaw scheduling and dispatching of technicians, maximizing efficiency and minimizing delays in service delivery.
- Enhanced customer satisfaction by efficiently addressing and resolving service issues.
- Coordinated and monitored service activities to confirm work met all requirements.
- Maintained accurate records and full compliance with government regulations and agency guidelines.
- Communicated with clients and service providers to provide updates on work progress.
- Developed comprehensive service plans tailored to individual client needs, resulting in high levels of satisfaction.
- Streamlined service coordination processes for improved team productivity and response times.
- Coordinated with vendors and suppliers to maintain optimal inventory levels of tools, equipment, and parts required for services rendered.
- Prepared reports on service performance metrics and key indicators for management review.
- Collaborated with marketing department to highlight customer success stories in promotional materials.
Leasing Consultant
Rhapsody Living
10.2021 - 03.2022
- Delivered informative property tours to prospective residents, highlighting unique amenities and features tailored to their needs.
- Assisted prospective tenants in paperwork completion and other logistics to facilitate smooth move-in processes.
- Facilitated smooth move-ins for new residents by preparing lease agreements and coordinating logistics efficiently.
- Conducted thorough market research to stay informed of current trends and competitor offerings.
- Increased tenant satisfaction by promptly addressing concerns and resolving issues.
- Responded to requests and scheduled appointments for property showings.
- Greeted clients, showed apartments, and prepared leases.
- Managed online listings for property, ensuring accurate information was available for potential tenants at all times.
- Assisted with property management tasks, ensuring timely completion of maintenance requests and rent collections.
- Collected rent and tracked resident payments and information in computer system.
- Coordinated closely with maintenance staff to ensure apartment units were prepared for new occupants in timely manner.
- Coordinated with maintenance teams to ensure apartments were move-in ready, improving tenant move-in experience.
- Delivered emergency 24-hour on-call service for tenants on building issues.
- Monitored and tracked payments and expenses, providing timely and accurate financial reports.
- Conducted regular inspections of both interior and exterior of properties for damage.
Overnight Concierge
Minto
08.2019 - 12.2021
- Proactively addressed potential issues before it arose by anticipating needs of each guest based on previous interactions or reservations history.
- Enhanced guest satisfaction by providing personalized recommendations for dining, entertainment, and local attractions.
- Improved communication among team members by implementing new protocols for sharing information about guest preferences and requests.
- Maintained clean and welcoming lobby area, ensuring guests felt comfortable upon arrival.
- Served as knowledgeable resource for guests seeking local information or assistance in navigating city's public transportation system.
- Contributed to higher occupancy rates through proactive outreach efforts aimed at attracting repeat business from satisfied customers.
- Assisted in resolving guest concerns promptly, resulting in positive feedback and return visits.
- Managed concierge desk operations efficiently, handling high volumes of inquiries with ease.
- Organized special events on-site, creating memorable experiences for guests celebrating birthdays, anniversaries, or other milestones.
- Mentored new team members, sharing best practices and assisting with their training to ensure smooth transition into their roles.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
- Created welcoming and comfortable environment for guests.
- Handled customer complaints to satisfy and retain guests.
- Maintained high level of professionalism and discretion when dealing with guests.
Sales Associate
TJX Canada
04.2015 - 06.2016
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Provided positive first impressions to welcome existing, new, and potential customers.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Engaged with customers to build rapport and loyalty.
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing welcoming store environment.
- Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
- Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
- Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
- Minimized wait times for customers during peak hours, maintaining high level of customer satisfaction.
- Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining high level of product knowledge.
Administrative Assistant (relief)
Yorktown Family Services
04.2010 - 02.2020
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines.
- Optimized calendar management for executives by scheduling appointments strategically while considering priorities and minimizing conflicts.
- Improved staff morale by organizing recognition programs, acknowledging outstanding contributions and fostering positive work culture.
- Assisted coworkers and staff members with special tasks on daily basis.
- Completed forms, reports, logs, and records to quickly handle all documentation for human resources.
- Volunteered to help with special projects of varying degrees of complexity.
Key Holder/Team Leader
La Senza
03.2008 - 12.2012
- Updated store displays frequently to maintain freshness in presentation while highlighting key products or trends effectively.
- Improved customer service by projecting friendly and knowledgeable attitude.
- Handled escalated customer issues calmly and professionally while working towards mutually beneficial resolutions in alignment with company values.
- Managed daily store operations, including opening and closing procedures, cash handling, and staff coverage.
- Trained new employees on company policies, procedures, and best practices to ensure consistent performance across team.
- Addressed customer concerns promptly and professionally, leading to improved customer experiences and stronger relationships.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Enhanced store sales by implementing effective visual merchandising strategies and product placement.
- Maintained clean, organized store environment that was conducive to enjoyable shopping experience for customers.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Streamlined inventory management processes for increased efficiency and reduced stock discrepancies.
- Loaded and unloaded merchandise from trucks to organize warehouse and backroom spaces.
- Conducted regular audits of store merchandise, ensuring accurate record-keeping and minimizing shrinkage.
- Monitored sales trends closely to identify opportunities for growth or areas requiring improvement in product offerings or merchandising strategies.
- Implemented loss prevention measures to minimize theft risks while maintaining welcoming atmosphere for shoppers.
- Maximized revenue opportunities by analyzing sales data and adjusting product assortments or promotional strategies accordingly.
- Reviewed employee performance regularly, offering constructive feedback and coaching for improvement as needed.
- Assisted with hiring decisions by conducting pre screening prior to interviews and providing input on candidate selection for various roles.
- Engaged with customers to build rapport and promote long-term loyalty for increased sales.
- Swept and mopped floor, wiped windows and fixtures after closing to maintain organized and tidy store.
- Monitored associates throughout each assigned shift and professionally managed any challenges to maintain optimal store performance.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Set and updated weekly work schedules to meet coverage demands by considering factors like expected customer levels, planned promotions and individual employee strengths.
- Successfully drove new product lines to increase annual profits.
- Walked through department multiple times each shift to evaluate and correct issues such as cleaning and stock replenishment needs.
- Decreased inventory shrinkage, drive-off and daily cash discrepancies by closely monitoring daily operations.
- Evaluated data on stock levels, customer sales and other factors, assessed trends and reported on findings to help senior management make effective operational decisions.
Education
Travel & Tourism Management
Humber College
Toronto, ON2012
O.S.S.D. -
Northern Secondary School
Toronto, ON2010
Skills
- Retail Operations
- Inventory Control
- Team Building and Leadership
- Store Opening and Closing
- Analytical thinking
- POS Systems
- Employee Scheduling
- Upselling and Cross Selling
- Loss Prevention
- Store Visual Setup
- Sales Techniques
- KPI Tracking
- Quality Assurance
- Performance Metrics
- Client Relations
- Data Entry
Certification
· Standard First Aid, Link to Life Seminars Inc. - Present
· Critical Service & Sales Skills, Janek Performance Group - 2022
Timeline
Leasing Consultant
Rhapsody Living
10.2021 - 03.2022
Service Coordinator
Minto Apartment Limited Partnership
01.2021 - 01.2023
Overnight Concierge
Minto
08.2019 - 12.2021
Sales Associate
TJX Canada
04.2015 - 06.2016
Administrative Assistant (relief)
Yorktown Family Services
04.2010 - 02.2020
Key Holder/Team Leader
La Senza
03.2008 - 12.2012
Travel & Tourism Management
Humber College
O.S.S.D. -
Northern Secondary School
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