Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Shann Augustine

Scarborough

Summary

Dedicated customer service professional with 4+ years of experience in retail and e-commerce, excelling in customer satisfaction and team leadership. Proven ability to implement strategies that drive service excellence, operational efficiency, and team success. Holds an Advanced Diploma in Business Administration - Management, complemented by certification IT fundamentals.

Overview

4
4
years of professional experience
1
1
Certification

Work History

E-Commerce Customer Service Department Manager

Walmart
01.2024 - Current
  • Lead a team of 20 associates , implementing customer engagement strategies that improved satisfaction ratings by 7%
  • Streamlined issue resolution processes, exceeding weekly metrics and contributing to market-leading store performance

OMNI Department Manager

Walmart
09.2022 - 01.2024
  • Drove a 4% improvement in service metrics during a major store renovation by formulating strategic approaches to customer engagement
  • Trained and mentored staff, optimized schedules, and conducted regular performance reviews

Customer Experience Salesfloor Associate

Walmart
12.2021 - 09.2022
  • Consistently recognized for delivering exceptional service, driving customer loyalty through proactive support
  • Maintained financial accuracy by meticulously processing transactions and reconciling registers

Peer Mentor

Seneca College
01.2022 - 04.2022
  • Guided first-year students through orientation and mentoring programs, fostering academic and personal growth
  • Conducted skill-building workshops to help students set and achieve individualized goals

OMNI Customer Experience Associate

Walmart
03.2021 - 12.2021
  • Exceeded CSAT targets, achieving 106% of departmental goals by delivering prompt and accurate customer assistance
  • Provided product and service information to ensure seamless customer interactions

Store Standards Associate

Walmart
09.2020 - 03.2021
  • Supported peak-time operations and special projects through cross-training in multiple departments
  • Enhanced visual merchandising to improve product accessibility and sales

Education

Canadian Securities Course (CSC) -

Canadian Securities Institute
Toronto, ON

Advanced Diploma - Business Administration - Management

Seneca College
North York, ON
12.2021

Diploma - Business

Seneca College
North York, ON
01.2021

IT Certificate -

Pearson
07.2019

Skills

  • Customer Service: Enhancing customer experiences, complaint resolution, rapport building
  • Leadership & Management: Team mentoring, performance evaluations, strategic planning
  • Operations Management: Scheduling, cross-functional collaboration, process improvement
  • Technical Proficiency: Microsoft Excel, G-scope order management system and fulfilment applications
  • Communication: Active listening, verbal/written skills, customer feedback implementation

Certification

  • - First Aid/CPR Certified
  • - Smart Serve Ontario

Timeline

E-Commerce Customer Service Department Manager

Walmart
01.2024 - Current

OMNI Department Manager

Walmart
09.2022 - 01.2024

Peer Mentor

Seneca College
01.2022 - 04.2022

Customer Experience Salesfloor Associate

Walmart
12.2021 - 09.2022

OMNI Customer Experience Associate

Walmart
03.2021 - 12.2021

Store Standards Associate

Walmart
09.2020 - 03.2021

Canadian Securities Course (CSC) -

Canadian Securities Institute

Advanced Diploma - Business Administration - Management

Seneca College

Diploma - Business

Seneca College

IT Certificate -

Pearson

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Shann Augustine