Sharon Reyes
Truro,NS
Summary
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
5
5
years of professional experience
Work History
Team Supervisor
Tim Hortons
11.2022 - 07.2023
- Maintained understanding of overall business goals, tailoring new hires and continuing training towards reaching prescribed targets.
- Espoused results-oriented management strategies throughout leadership structure to enhance focus on primary objectives.
- Communicated policy updates and company information through team meetings, huddles and one-on-one development sessions.
- Mentored junior personnel through onboarding processes and during ongoing training, promoting philosophies of constant improvement.
- Incentivized performance metric improvements through various programs and initiatives designed to reward exceptional effort and noteworthy contributions.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Mentored and guided employees to foster proper completion of assigned duties.
- Built strong relationships with customers through positive attitude and attentive response.
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
- Cultivated professional working relationships with peers and supervisors.
- Planned, organized and monitored resources to deliver efficient use of labor, equipment and materials.
- Troubleshot equipment to reduce service calls and downtime.
- Developed, recommended and implemented measures to improve productivity, performance, quality and career path for staff members.
Customer Service Representative
ELDIS
03.2019 - 10.2022
- Responsible for taking inbound sales calls and de escalating customers
- Creating new orders, setting up returns for damaged parts or incorrect parts shipped
- Record detailed notes for other agents, team leads and management
- Effective communication skills for a first call resolution
- Upselling
- Meeting metrics for call volume, sales and call quality
- Providing troubleshooting and minor tech support for repairs to appliances and lawn care equipment.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Addressed customer account discrepancies and concerns.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Boosted customer service satisfaction ratings through consistent quality control.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
Supervisor /Manager
Tim Hortons
01.2018 - 01.2019
- Creating weekly schedules for team members and positioning people to ensure optimal efficiency of staff members
- Screened applicants and conducted interviews for various positions within the company
- Ability to consistently function in a fast-paced environment while providing quality service
- Provided ongoing training and supervision of team members (10 - 14 employees)
- Conflict resolution between staff and customers
- Responsible for maintaining adequate inventory levels in store at all times
- Responsible for shift changes
- Calculate waste and record daily sales to ensure operational efficiencies
- Daily bank deposits
- Provided strong leadership to enhance team productivity and morale.
- Implemented and developed operational standards, policies and procedures.
Education
Diploma -
Cobequid Educational Center Nova Scotia High School
Management Training Tim Hortons -
2017
Food Handler Certificate Level 1 Environmental Health & Safety -
2017
Fair Winds Sales Training ELDIS -
2021
Skills
- HIGHLIGHTS of SKILLS
- Excellent listener
- Positive attitude
- Motivated learner
- Leadership
- Pleasant speaker
- Assignment Delegation
- Performance Improvement
- Complaint Handling
Timeline
Team Supervisor
Tim Hortons
11.2022 - 07.2023
Customer Service Representative
ELDIS
03.2019 - 10.2022
Supervisor /Manager
Tim Hortons
01.2018 - 01.2019
Diploma -
Cobequid Educational Center Nova Scotia High School
Management Training Tim Hortons -
Food Handler Certificate Level 1 Environmental Health & Safety -
Fair Winds Sales Training ELDIS -
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