Summary
Overview
Work History
Education
Skills
Timeline
Interests
CustomerServiceRepresentative

Shelley Cranston

Victoria,BC

Summary

I have a strong background in customer service working at reception, and at the call centre of Vital statistics for 13 years. I took up to 90 calls a day and I had to have excellent communication skills, and knowledge of the job as people were ordering legal identification documents. I also had the public coming to reception ordering and inquiring about many different documents. I have excellent listening skills, and I'm dependable, compassionate, flexible, kind, and put people at ease with my years of experience in customer service. I also had to handle cash transactions, POS machine, and balance at end of day.

I also worked 10 years at reception and in food services at the Lodge at Broadmead. I worked part time as receptionist at the Veterans Health centre. When I worked in food services I was In charge of a dining room that had 30 residents with many different dietary needs. It was a very fast paced job with very specific attention to detail. The job required excellent organizational skills, acute attention to detail regarding dietary needs, food safe and excellent communication skills with many different professionals and the veterans.

I worked in retail sales at Baggins on weekends from 2009 to 2010 selling Converse runners and other footware. It was a very busy fast paced retail store which I enjoyed. Good communication skills and knowledge of the product was so important as so many walk in customers.

I also worked as a sales rep at Haute Cuisine in the early 90's which was a beautiful kitchen store. Good listening and communication skills, knowledge of the products, organization of merchandise were key to successful sales.

I really love fashion, and enjoy helping and communicating with people. I hope my qualifications you will consider as an asset for the part time position at your beautiful clothing store.

Overview

31
31
years of professional experience

Work History

Customer Service Representative

Vital Statistics/BC Provincial Government
08.2008 - 06.2021
  • Assisted customers with inquiries, ensuring prompt and accurate responses.
  • Collaborated with team members to enhance service delivery and improve customer satisfaction.
  • Provided product information and guidance to help customers make informed decisions.
  • Maintained knowledge of company policies and procedures to offer accurate support.
  • Handled order processing, including tracking shipments and addressing delivery concerns.
  • Documented customer feedback for continuous improvement of services offered.
  • Adapted quickly to new systems and processes, demonstrating a commitment to learning.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Processed POS transactions, returning cash currency, payment cards and receipts to customers.
  • Balancing all transactions at end if day.

Sales Associate

Baggins Converse
02.2009 - 09.2009
  • Delivered exceptional customer service, enhancing overall shopping experience and fostering repeat business.
  • Assisted customers in product selection, ensuring alignment with their needs and preferences.
  • Collaborated with team members to achieve sales targets through effective communication and teamwork.
  • Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
  • Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
  • Built relationships with customers to encourage repeat business.
  • Managed returns, exchanges and refunds in accordance with store policy.
  • Prepared merchandise for sales floor by pricing or tagging.
  • Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
  • Answered customer questions about sizing, accessories, and merchandise care.
  • Rotated stock and restocked shelves to maintain product availability and store appearance.
  • Engaged with customers to build rapport and loyalty.
  • Engaged with customers to effectively build rapport and lasting relationships.
  • Developed new client relationships by actively engaging with potential customers and highlighting the benefits of our product offerings.
  • Resolved customer complaints with patience and understanding, restoring customer confidence.

Reception & Food Service Worker

Veterans Health Centre
05.1998 - 08.2008
  • Trained and mentored junior staff on best practices in food safety and sanitation.
  • Streamlined inventory management processes, reducing waste and improving supply efficiency.
  • Monitored food quality and presentation standards, ensuring compliance with health regulations.
  • Developed efficient workflow systems, enhancing overall service speed during peak hours.
  • Maintained clean, trash-free workspaces to maximize productivity and safety.
  • Utilized strong multitasking skills to manage multiple orders simultaneously without compromising quality or accuracy.
  • Restocked supplies and prepared additional ingredients during downtime for expected busy periods.
  • Maintained safety standards by properly handling food and adhering to sanitation guidelines.
  • Strictly followed sanitation and food safety guidelines as required by regulatory agencies and company.
  • Cleaned and sanitized dishes and utensils, consistently keeping adequate supplies on hand for expected customer loads.
  • Promoted a positive work environment through effective communication with colleagues and supervisors.
  • Prepared and served various food and drink items to customer specifications in fast-paced environments.
  • Replenished condiments, beverages, and supplies while maintaining cleanliness of service areas.
  • Prevented food spoilage by monitoring dates, rotating stock, and following proper storage procedures.
  • Delivered exceptional service by promptly addressing customer concerns and special requests.
  • Operated dishwashing and sanitizing equipment according to manufacturer instructions.
  • Enhanced customer satisfaction by maintaining a clean and organized dining area.
  • Collaborated with kitchen staff to ensure timely and accurate order fulfillment.
  • Participated in regular trainings to stay current on industry best practices and trends.
  • Enhanced customer loyalty, remembering regulars' names and orders.
  • Trained new staff on proper food handling and customer service techniques for better onboarding.
  • Improved dining experience by maintaining clean and organized eating area.
  • Fostered positive dining atmosphere by offering exceptional customer service.
  • Optimized food presentation to enhance customer dining experience.
  • Maintained accurate records of food temperatures to ensure safety standards were met.
  • Reduced food preparation times by organizing workstations effectively.
  • Cleaned and organized kitchen, dining and service areas.
  • Followed safety and sanitation policies while handling food and beverages to uphold proper health standards.
  • Monitored food quality and freshness throughout day.
  • Demonstrated knowledge of menu items and corresponding ingredients.
  • Leveraged hand-held trays and buffet carts to serve food and beverage items to guests.
  • Prepared tables by laying out napkins and utensils, refilling condiments and performing other preliminary tasks.
  • Maintained effective supply levels by monitoring and reordering food stock and dry goods.

Sales Associate

Haute Cuisine
03.1990 - 05.1993
  • Helped customers locate products and checked store system for merchandise at other sites.
  • Provided positive first impressions to welcome existing, new, and potential customers.
  • Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
  • Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
  • Collaborated with team members to improve overall store performance, sharing best practices, and offering support as needed.
  • Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
  • Assessed customer needs and utilized suggestive selling techniques to drive sales.
  • Provided personalized shopping experiences for repeat customers by remembering their preferences and offering tailored recommendations.
  • Assisted in inventory management tasks, such as stock replenishment and cycle counts, to ensure product availability.
  • Contributed to positive shopping environment by maintaining organized and welcoming store appearance.
  • Initiated clienteling approach to build strong relationships with key customers, encouraging repeat business.
  • Enhanced store revenue by consistently exceeding personal sales targets through effective customer engagement and product knowledge.
  • Collaborated with management team to develop sales strategies and goals, aligning with company objectives.
  • Increased customer loyalty with personalized shopping experiences and attentive service.
  • Managed efficient cash register operations.
  • Stocked merchandise, clearly labeling items, and arranging according to size or color.
  • Engaged in friendly conversation with customer to better uncover individual needs.
  • Listened to customer needs and desires to identify and recommend optimal products.
  • Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
  • Developed strong rapport with customers and created positive impression of business.
  • Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.

Education

High School Diploma -

Oak Bay High School
Victoria, BC

Medical Office Assistant

Compu College
Victoria, BC
06-1995

Skills

  • Excellent Customer service
  • Good listening and communication skills
  • I love helping people
  • I love clothing, style, fashion and attention to detail
  • I enjoy sales and working with a team
  • I enjoy making a customer's shopping experience enjoyable
  • I'm flexible, accommodating and dependable
  • I'm outgoing, cheerful and polite
  • I will not disappoint

Timeline

Sales Associate

Baggins Converse
02.2009 - 09.2009

Customer Service Representative

Vital Statistics/BC Provincial Government
08.2008 - 06.2021

Reception & Food Service Worker

Veterans Health Centre
05.1998 - 08.2008

Sales Associate

Haute Cuisine
03.1990 - 05.1993

High School Diploma -

Oak Bay High School

Medical Office Assistant

Compu College

Interests

I am interested in so much I love fashion, viewing art, gardening, music, dance, swimming, boating, tennis and golf I love spending time with my children and grandchildren I love to cook for family and friends, but also go out and experience all the wonderful restaurants Victoria has to offer I also love exploring Vancouver Island as so many beautiful beaches and beautiful hiking trails and locations to explore

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Shelley Cranston