Sofia Singh
Surrey,Canada
Summary
Customer Experience Specialist with background in enhancing client satisfaction and loyalty through effective communication and problem-solving. Strong emphasis on team collaboration, achieving results, and adapting to evolving needs. Skilled in conflict resolution, process optimization, and customer relationship management. Known for reliability and proactive approach to improving service standards.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Experience Manager
Marks
06.2024 - Current
- Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Conducted regular performance reviews with team members, fostering professional growth and development.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Developed new employees and on-going performance assessment of current employees.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Managed diverse team of customer service representatives, fostering inclusive environment that valued different perspectives.
- Enhanced team performance with regular coaching sessions focused on empathy and problem-solving skills in customer interactions.
- Improved customer engagement with personalized communication strategies across multiple platforms.
- Optimized email campaigns to increase open and click-through rates.
- Cultivated a supportive team environment that encouraged open communication, collaboration, and continuous learning to drive exceptional performance outcomes.
- Established performance and service goals and held associates accountable for individual performance.
Department Sales Manager
Marks
07.2023 - 06.2024
- Provided excellent customer service by addressing inquiries and resolving issues promptly.
- Mentored junior sales staff, providing guidance on best practices and techniques for achieving individual and departmental objectives.
- Organized regular training sessions to keep the team updated on industry trends, new products, and selling techniques.
- Conducted regular performance evaluations for staff members, identifying areas of improvement and implementing corrective measures when necessary.
- Implemented targeted promotional campaigns that effectively attracted new customers while retaining existing clientele.
- Enhanced department sales performance by implementing effective sales strategies and building a strong team of sales associates.
- Oversaw daily operations of the department to ensure efficient use of resources, timely completion of tasks, and adherence to company policies.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Collaborated cross-functionally with headquarters, regional and other teams nationally to maintain consistent message and experience.
- Collaborated with advertising group to create uniformity between advertising messages and retail incentives.
Shift Leader
Marks
10.2022 - 07.2023
- Trained new employees and delegated daily tasks and responsibilities.
- Maintained a clean and safe work environment while ensuring all employees adhered to safety guidelines and protocols.
- Completed cash and credit card transactions accurately using POS software.
- Oversaw daily cash handling procedures, maintaining accurate records and minimizing discrepancies.
- Collaborated with other shift leaders to maintain consistent standards across all shifts, promoting a cohesive workplace culture.
- Enforced company policies and regulations with employees.
- Managed shift operations, supplied resources and monitored team performance to keep business profitable and running smoothly.
- Served as a reliable point-of-contact for upper management when needed, effectively communicating any issues or successes from daily operations.
- Resolved conflicts between team members in a professional manner, preserving strong working relationships in the process.
- Boosted overall sales with effective upselling techniques and exceptional product knowledge.
Keyholder and store sales associate
Marks
06.2021 - 10.2022
- Attained a great knowledge in all store departments which helped to give better customer service to the customer shopping in store
- Effectively managed the team of 8 associates with proper delegation of task which resulted in effective customer service
- Provided customer service by resolving queries which increased sales and e-mail capture around 23%
- Maintained inventory stock outs by securing and price tagging each item which helped loss and prevention
- Helping to achieve higher e-commerce order which drives the sales to meet its weekly target
- Marked-down clearance items and relocated merchandise to proper store areas.
- Implemented daily operating procedures to keep store clean, adequately stocked, and well-organized.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
Operational Executive Intern
Dhan raj mehra
09.2019 - 02.2020
- Created good relationship with coworkers by delivering assigned tasks on time resulted in creating harmony at workplace
- Provided setting for the workplace that is conducive to productive work
- Maintained accurate inventory for 4 months by segregating record in books using tally software resulting in organized bookkeeping
Coordinator
Sri guru nanak dev khalsa college
01.2018 - 01.2018
- Collaborated ideas with team of 40 students for annual college event by planning engaging 10 activities as way of creating joyful experience for peer and faculty
Education
Post-Degree Diploma - Business Administration
Langara College
Vancouver, BC09.2022
Bachelor of Arts - commerce
Sri Guru Nanak Dev Khalsa College
Delhi , India05.2019
Skills
- People skills
- Problem-solving skills
- Advanced Communication skills
- Creative time management skills
- Curiosity to learn new things
- Cross-functional collaboration
- Customer acquisition
- Training programs
- Microsoft office
- Staff management
- Customer relationship management (CRM)
- MS office suite
- Calendar management
- Promotional events
- Sales forecasting
Languages
Hindi
Native or Bilingual
English
Native or Bilingual
Punjabi
Full Professional
Volunteer Experience
- Coordinator, Sri Guru Nanak Dev Khalsa College, Delhi, India, 01/18, Collaborated with a team of 40 students for an annual college event., Planned 10 engaging activities for peers and faculty.
- Volunteer, Global Cancer Concern, Delhi, India, 10/08, Rehabilitated cancer-affected individuals through awareness campaigns., Participated in rallies, created posters, and made donations.
Hobbies and Interests
- Traveling to outskirts of BC
- Socializing with peers
- Indian cooking
Certification
OFA- Level 1
Joint health and safety member
Timeline
Customer Experience Manager
Marks
06.2024 - Current
Department Sales Manager
Marks
07.2023 - 06.2024
Shift Leader
Marks
10.2022 - 07.2023
Keyholder and store sales associate
Marks
06.2021 - 10.2022
Operational Executive Intern
Dhan raj mehra
09.2019 - 02.2020
Coordinator
Sri guru nanak dev khalsa college
01.2018 - 01.2018
OFA- Level 1
Joint health and safety member
Post-Degree Diploma - Business Administration
Langara College
Bachelor of Arts - commerce
Sri Guru Nanak Dev Khalsa College
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