Sheila Harvey
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the customer service industry. Solid team player with outgoing, positive demeanor and experience in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
BMO Bank Of Montreal
03.2023 - Current
- Handled customer inquiries and suggestions courteously and professionally
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Answered constant flow of customer calls with minimal wait times
- Helped customers with everyday banking needs
- Filing as needed
- Balancing the branch
- Ordered cash for the branch
- Updated account information to maintain customer records
- Offered advice and assistance to customers, paying attention to special needs or wants
- Responded to customer requests for products, services, and company information
- Maintained up-to-date knowledge of product and service changes
- Provided primary customer support to internal and external customers
- Promoted available products and services to customers during service, account management, and order calls
Administration Clerk
Manitoulin Transport
01.2022 - 11.2022
- Interacted with customers by phone, email, or in-person to provide information
- Handled incoming phone calls and answered questions from callers
- Typed, formatted and edited professional correspondence
- Scheduled appointments and managed calendars for staff members
- Established and maintained standard office procedures
- Maintained filing system and organized customer documents for easy retrieval of information
- Provided quality clerical support through data entry, document management, email correspondence, and overseeing operation of office equipment
- Issued invoices and followed up on outstanding payments to remind clients to pay on time
- Monitored office supplies and made arrangements for restocking of low-stock items
- Routed business correspondence, documents, and messages to correct departments and staff members
- Input data into spreadsheets and databases
- Reviewed files, records and other documents to obtain information to respond to requests
- Promptly received and forwarded incoming communications, such as phone calls, emails and letters, to appropriate staff
- Processed incoming and outgoing mail and packages according to established procedures
Manager
The Joint
06.2018 - 06.2021
- Managed and motivated employees to be productive and engaged in work
- Accomplished multiple tasks within established timeframes
- Maintained professional, organized, and safe environment for employees and patrons
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground
- Cross-trained existing employees to maximize team agility and performance
- Onboarded new employees with training and new hire documentation
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals
- Developed and maintained relationships with customers and suppliers through account development
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success
- Established team priorities, maintained schedules and monitored performance
- Evaluated employee performance and conveyed constructive feedback to improve skills
- Recruited, interviewed and hired employees and provided training
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty
- Defined clear targets and objectives and communicated to other team members
- Developed detailed plans based on broad guidance and direction
- Identified and communicated customer needs to supply chain capacity and quality teams
Supervisor
Dust Bunnies Cleaning Services
01.2016 - 06.2018
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows
- Monitored workflow to improve employee time management and increase productivity
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts
- Conducted routine inspections to check quality and compliance of cleaning services
- Responsible for cleaning residential and commercial properties
- Responsible for payment from clients and deposits to the bank
- Responsible for alarm codes and house keys for clients
-
Server
Alexandra Black Gold Saloon And Bar
06.2014 - 08.2015
- Served food and beverages promptly with focused attention to customer needs
- Worked with POS system to place orders, manage bills, and handle complimentary items
- Cultivated warm relationships with regular customers
- Maintained clean and organized dining areas to uphold restaurant hygiene standards
- Set positive tone for entire dining experience as first point of contact for incoming guests
- Resolved customer complaints promptly and professionally to maintain positive reputation
- Learned and followed local alcohol laws to keep restaurant compliant with regulations while serving spirits
- Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs
- Collected payment for food and drinks served, balanced cash receipts and maintained accurate cash drawer
- Checked guests' identification before serving alcoholic beverages
- Responsible for balancing and emptying the VLT machines throughout shift
- Responsible for balancing the restaurant, bar and offsale nightly
Manager
The Cash Store
03.2012 - 06.2014
- Accomplished multiple tasks within established timeframes
- Managed and motivated employees to be productive and engaged in work
- Maintained professional, organized, and safe environment for employees and patrons
- Maximized performance by monitoring daily activities and mentoring team members
- Onboarded new employees with training and new hire documentation
- Developed and maintained relationships with customers through account development
- Communicated clearly with employees to keep everyone on same page and working toward established business goals
- Improved marketing to attract new customers and promote business.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Responsible for opening, closing, balancing and deposits for the branch
- Responsible for monthly and
Education
No Degree - Computer Technician
Academy of Learning College
Fort Qu'Appelle, SK06.2001
High School Diploma -
Bert Fox Composite High School
Fort Qu'Appelle06.1999
Skills
- Paperwork Processing
- Data Entry
- Appointment Scheduling
- Complaint Resolution
- Scheduling
- Customer Service
- Computer Proficiency
- Money Handling Abilities
- Order Processing
- Administrative Support
- Staff Training
- POS Systems Experience
- Critical Thinking
- Problem-Solving Abilities
- Computer Literacy
- Interpersonal Skills
- Inventory Management
Timeline
Customer Service Representative
BMO Bank Of Montreal
03.2023 - Current
Administration Clerk
Manitoulin Transport
01.2022 - 11.2022
Manager
The Joint
06.2018 - 06.2021
Supervisor
Dust Bunnies Cleaning Services
01.2016 - 06.2018
Server
Alexandra Black Gold Saloon And Bar
06.2014 - 08.2015
Manager
The Cash Store
03.2012 - 06.2014
No Degree - Computer Technician
Academy of Learning College
High School Diploma -
Bert Fox Composite High School
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