Summary
Overview
Work History
Education
Skills
Timeline
Generic

Shae McLean

Edmonton

Summary

Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

8
8
years of professional experience

Work History

Customer Success Representative

Mosaic Home Services
09.2024 - Current
  • Served as an escalation point for high-priority customer issues, delivering prompt, effective resolutions that exceeded expectations.
  • Proactively resolved customer concerns, improving satisfaction and boosting retention rates.
  • Collaborated with cross-functional teams to ensure seamless customer experiences across all touchpoints.
  • Partnered with brand managers to ensure smooth client onboarding and long-term account stability.
  • Identified workflow inefficiencies and implemented process improvements to enhance customer success operations.
  • Delivered expert product support by developing in-depth knowledge and sharing insights with clients.
  • Created training materials and mentored team members, improving service quality and onboarding efficiency.
  • Executed targeted upselling strategies, increasing revenue from existing customer accounts.
  • Consistently met or exceeded sales targets through consultative selling and personalized recommendations.
  • Utilized CRM tools to manage detailed client records and track engagement metrics.
  • Built strong, strategic client relationships, leading to increased loyalty and portfolio growth.
  • Educated customers on billing, payment, and service policies, enhancing transparency and satisfaction.
  • Responded quickly to changing priorities, maintaining high performance in fast-paced environments.
  • Collected and shared customer feedback with leadership to inform product and service improvements

Service Writer

Choi Motorsports Inc.
09.2023 - 04.2024
  • Improved customer satisfaction by providing timely and accurate service estimates.
  • Streamlined repair order processes for increased efficiency and productivity.
  • Enhanced communication between technicians and customers by acting as a liaison, resulting in clear expectations and better understanding of repair services.
  • Increased repeat business with exceptional customer service skills and follow-up calls to ensure satisfaction.
  • Assisted in inventory management, helping maintain appropriate stock levels for parts department.
  • Reduced wait times for customers by effectively managing appointment schedules and coordinating with technicians.
  • Collaborated with service team members to identify areas for improvement, leading to enhanced quality standards and procedures.
  • Produced accurate customer estimates and clearly articulated charges to customers to minimize complaints.
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.

Operations Manager

IKKI Sake Bar
12.2022 - 08.2023
  • Developed systems and procedures to improve operational quality and team efficiency.
  • Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
  • Reported issues to higher management with great detail.
  • Introduced new methods, practices, and systems to reduce turnaround time.
  • Interacted well with customers to build connections and nurture relationships.
  • Led hiring, onboarding and training of new hires to fulfill business requirements.
  • Managed purchasing, sales, marketing and customer account operations efficiently.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Supervised staff in day to day operations

Director and Course Educator

Khrome Academy
06.2019 - 10.2022
  • Shifted between formal and informal methods of teaching to keep students engaged.
  • Assessed student performance and provided encouraging and corrective feedback to facilitate student success.
  • Verified student grades, attendance and schedules.
  • Conducted on-going program assessment, enrollment and retention tracking.
  • Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.
  • Completed forms, reports, logs and records to quickly handle all necessary documentation.
  • Maintained business oversight with attention to detail
  • Evaluated company documentation to verify alignment with regulatory requirements.
  • Assisted with sales and marketing strategies to foster achievement of revenue goals.

Manager and Nail Technician

Khrome Nail Bar
03.2019 - 12.2021
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Onboarded new employees with training and new hire documentation.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Managed and motivated employees to be productive and engaged in work.
  • Defined clear targets and objectives and communicated to other team members.
  • Developed and implemented business strategies to achieve business goals and stay competitive.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Offered personalized services according to needs and preferences.
  • Recorded weekly supply and inventory needs and made regular orders for replenishment.
  • Maintained master appointment calendar covering all customer visits, employee schedules, and special events.
  • Registered customer information on database to enable tracking history and maintain accurate records.
  • Kept tidy and organized area to comply with cleanliness standards.
  • Developed and maintained strong relationships with customers to increase loyalty, trust and satisfaction.
  • Collaborated with other members of salon staff to provide amazing client experience.
  • Upheld strict timetables by maintaining accurate, balanced calendars.
  • Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.

Customer Service and Sales Representative

WB Contracting
04.2017 - 06.2019
  • Communicated through written letters, emails, phone calls, and in person to customers and suppliers
  • Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
  • Negotiated prices, terms of sales and service agreements.
  • Contributed to event marketing, sales and brand promotion.
  • Developed and implemented marketing plans to increase brand awareness and drive sales.
  • Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
  • Kept detailed records of daily activities.
  • Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
  • Managed customer accounts to secure customer satisfaction and repeat business.
  • Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.
  • Created order forms, estimate sheets, invoices, and receipts using Sage Accounting software.
  • Regularly updated website and google postings; created and posted advertisements.
  • Priced products and rental equipment.
  • Created equipment rental contracts, snow removal contracts, and job site contracts.
  • Booked meetings, created estimates and tracked job sites.
  • Cash handling (received deposits, monthly contracted payments, daily transactions, daily cash out, writing and receiving cheques, and bank deposits)
  • Researched and purchased products from suppliers.
  • Interviewed, hired and trained new employees.

Education

Bachelor of Science -

MacEwan University
Edmonton, AB

Nail Technician, Waxing Specialist -

Marvel College
Edmonton, AB
2015

High School Diploma -

Jasper Place High School
Edmonton, AB
2013

Skills

  • Multitasking Strengths
  • Excellent People Skills
  • Strong Problem Solver
  • Schedule Planning
  • Project support
  • Customer service expertise

Timeline

Customer Success Representative

Mosaic Home Services
09.2024 - Current

Service Writer

Choi Motorsports Inc.
09.2023 - 04.2024

Operations Manager

IKKI Sake Bar
12.2022 - 08.2023

Director and Course Educator

Khrome Academy
06.2019 - 10.2022

Manager and Nail Technician

Khrome Nail Bar
03.2019 - 12.2021

Customer Service and Sales Representative

WB Contracting
04.2017 - 06.2019

Bachelor of Science -

MacEwan University

Nail Technician, Waxing Specialist -

Marvel College

High School Diploma -

Jasper Place High School

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Shae McLean