Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Groups
Additional Information
Timeline
Generic

Shanna Ratcliffe

Coldstream

Summary

Experienced leadership professional prepared to guide teams effectively. Strong focus on collaboration and achieving results, ensuring adaptability with changing needs. Proficient in project management, conflict resolution, and strategic planning. Reliable and flexible, fostering cohesive and productive team environment.

Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker, and consensus builder.

Overview

30
30
years of professional experience
1
1
Certification

Work History

Team Lead, Discrepancy, Transcriber, TSR, Disputes

SQM Group
10.2016 - Current
  • In October 2016 I started as a TSR, my duties were to conduct surveys with customers.
  • In 2017 I moved into the Transcriber position, my duties were transcribing the surveys audio verbatim, grammar check, spell check and speed.
  • 2018 I was moved to the Discrepancy person position, this position include's Transcribing, montoring TSRs and Transcribers as well as editing and fixing discrepancies. I have been trained for disputes, report checking and moved to the Team Lead position. As well as the Reception, Administration at the front desk.

Janitor

Armstrong Fair
09.2019 - 09.2021
  • Maintained cleanliness and sanitation standards across facilities, ensuring safe environments for staff and visitors.
  • Operated cleaning machinery and equipment efficiently, adhering to safety protocols and manufacturer guidelines.
  • Developed and implemented efficient cleaning schedules, optimizing workflow and reducing downtime.
  • Trained new staff on operational procedures, promoting adherence to best practices in cleaning techniques.
  • Conducted regular inspections of facilities, identifying maintenance needs and coordinating repairs with management.
  • Managed inventory of cleaning supplies, ensuring availability while minimizing waste through effective usage tracking.

Scrap Metal

Scrap Metal
05.2009 - 05.2014
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Demonstrated strong organizational and time management skills while managing multiple projects.

Sales Associate

Forgetmenot Scrapbooking
01.2010 - 01.2014
  • In store and online POS vending. Inventory Control, Pricing, Labelling and display of new inventory.

Janitorial Cleaner

News Group
02.2011 - 02.2012
  • Job description was all the janitorial duties of the warehouse as well as the inventory of stock.

Customer Service Representative/Manager at DBCom

Visa-Mastercard
01.1996 - 01.2002
  • 2002-2005 Traffic Control Person Ensuring the Safety of Workers and the general public.
  • 2006-2010 Stay at home Mom raising my 2 daughters

Education

High School Diploma -

Charles Bloom Secondary
Lumby, B.C
01.1999

Skills

  • Help Desk
  • Live Chat
  • Attention to detail
  • Conflict resolution
  • Customer focus
  • Coaching and mentoring
  • Performance monitoring
  • Performance improvement
  • Quality control
  • Schedule management
  • Complaint resolution
  • Operations management

Accomplishments

  • Resolved product issue through consumer testing.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Supervised team of 7 staff members.
  • Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
  • Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.

Certification

  • Certified hair dresser as well as esthetics Present
  • Food Safe Present
  • TCP Present

Groups

OAP Hall

Bingo, cafeteria, cash register and cleaning

2023 - Present


Play group

Volunteer organizer for Play group in Lumby BC, 

2007, 2010



Additional Information

  • Motivated and Enthusiastic
  • Responsible cooperative team member
  • A self starter and able to work well independently
  • Able to work under pressure and in stressful situations- good mediation skills
  • Very safety conscious
  • Highly organized

Timeline

Janitor

Armstrong Fair
09.2019 - 09.2021

Team Lead, Discrepancy, Transcriber, TSR, Disputes

SQM Group
10.2016 - Current

Janitorial Cleaner

News Group
02.2011 - 02.2012

Sales Associate

Forgetmenot Scrapbooking
01.2010 - 01.2014

Scrap Metal

Scrap Metal
05.2009 - 05.2014

Customer Service Representative/Manager at DBCom

Visa-Mastercard
01.1996 - 01.2002

High School Diploma -

Charles Bloom Secondary

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Shanna Ratcliffe