Stephanie Nicholson
Dartmouth,NS
Summary
Seasoned Customer Associate with multiple years of experience dedicated to providing highest quality service and making customers feel welcome. Committed to exceeding sales expectations and furthering company goals. Timely and situationally aware employee dedicated to supporting productive work environments.
Overview
28
28
years of professional experience
Work History
Manager
Koodo
05.2015 - 08.2018
- Scheduling for staff of 10 team members
- Personal Performance Reviews written and discussed on next steps to improve staff and store performance metrics
- Weekly and daily coaching side by side with team members to reach full level of requirements to be met with KBS, KBI, attachment per revenue, and warranty
- Full control of inventory levels needed, on hand and any discrepancies
- Set merchandise display cabinets and taught team members what specifics to look for to draw the customers attention
- HR duties such as benefits, payroll, promotions, meeting of concern and discrepancies.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maximized performance by monitoring daily activities and mentoring team members.
Senior Team Manager (Softlines)
Target (Mic Mac)
06.2013 - 05.2015
- Schedule planning for Planorma (launch) process for full store staff 150 employees, and organized all training records
- Head of Fixture Central during Planorama for the full store, then its full set up in the Fixture Room
- Scheduling for Fitting Room and Merchandise Brand Members to maximize the most efficiency
- Trained Fitting Room and Merchandise Brand Members with task lists and organization to protect the AP, A/A guide, Merchandise Guide, Business Walk Guide, Reverse logistics, Instocks
- Trained Fitting Room staff on Build the Basket with add ons and giving great guest service
- Trained all back room overnight team members for the flip dayside with sales floor training, cash training and guest service training, also work full AMG sets for all softline floor pads
- Trained Cashiers to be guest service trained with exchange, refunds, assisting with the Red Card program and Making it Right for the guest, trained on SCO and Cash Office
- Zone and work all areas of the store including Market, Hardlines, Electronics, set Hardlines or Endcap from PTM areas to show full areas
- TLOD (team leader on duty) managed the full operations of the store in a daily setting
- Constant flexing and pushing items to the floor to show fullness for the guests during prompt peak times rotating items to show freshness, not on file or to create clearance sections
- Trained staff on Flyer ad set to make sure they can check all tags, 7
- 11 and Large endcap signage reflect the product appropriately in the 5 stages
- Set softlines ad each week, gathered to the front of the race track for the guest to find easily
- Checked all promotions in the ad are correctly scanning and filing tickets for ones having issues
- Develop, praise, recognition, coach, develop and Progressive Discipline team members following standards and procedures followed with the company.
- Championed continuous improvement initiatives, leading to enhanced processes and increased efficiency within the team.
- Fostered a culture of innovation within the team, encouraging members to develop groundbreaking ideas and solutions that contributed to business growth.
- Assessed risks proactively and implemented mitigation measures, minimizing potential negative impacts on projects.
Manager
Convergys
06.2012 - 06.2013
- Effectively interact and manage a team of 15 to 30 team members that have diverse backgrounds and temperaments
- Coach team members on their performance on a regular basis, and write and deliver bi-annual performance appraisal
- Communicate positive as well as negative feedback, adapting coaching styles depending on the situation and audience, providing feedback that is specific and constructive and encouraging all team members in incremental performance improvement
- Consistently monitor team to proactively identify potential problems and with guidance ensures appropriate parties are engaged through to resolution
- Develop relationships within the supporting business units to help resolve issues related to team members (e.g., Human Resources, WFM, Quality, etc.)
- Through coaching ensure agent metrics are achieved, i.e., schedule adherence, attendance
- Able to take end-to-end ownership of employee issues that require liaison with others
- Use and promote Company recognition programs and understands the direct correlation between recognition and retention
- Meet or exceed all deadlines for reporting
- Demonstrate skills at analyzing trends and assist in creating action plans that determine a solution
- Host calibration sessions, participate in conference calls, etc
- Maintain phone skills while applying knowledge to day-to-day project experiences
- Responsible for day-to-day functional supervision of non-exempt work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization's policies and applicable legal requirements.
Customer Service Associate Supervisor
Convergys
12.2008 - 06.2012
- Review and coach quality calls with agents to better assist call flow and scores
- Team Captain or POC for Managers, Operation Managers and fellow team members for assistance or work through problem solving scenarios
- Instructional design training package job aids for pre shift meetings on various topics
- Facilitate handbook course material with frontline agents
- Subject matter expert (sme) for tier2 chat quick connect
- Point of contact for orientation classes during transition period with utilizing tier 2
- Trainer for specific dedicated team materials
- Assist and coach agents daily who are having questions or issues with inbound frontline health care professional calls
- Giving different steps to guide agents through a call quicker assisting with acw and aht while getting one call resolution
- Provide manager feedback on agents calling in frequently on same issues who would benefit one on one support
- Taking escalated calls from healthcare professionals while teaching agents how to de-escalate issue while also keeping with Cigna policy and procedures.
- Collaborated with team members to achieve monthly targets and optimize workflow efficiency.
Customer Service Associate
Convergys
10.2007 - 12.2008
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Maintained a high level of product knowledge, providing accurate information to customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Actively listened to customers, handled concerns accurately to avoid escalated major issues to supervisor.
- Utilized internal software and tools to meet customer needs and resolved issues promptly.
- Conducted follow-up calls to ensure complete satisfaction after issue resolution or product purchase completion.
Manager
South of the Border
09.2005 - 10.2007
- Managed a staff of 6 to 10 employees
- Responsible for maintaining a quota for scheduling at six week intervals
- Trained staff for optimal retail merchandising
- As well as receiving stock, entering stock and filing proper paperwork
- Also trained all staff on cash handling, open and close procedures, bank deposit drops and time management skills
- Placed seasonal orders for merchandise
- Reviewed resumes for hiring of employees, also made employee assessments to determine the quality of their work.
Customer Service Associate
Teletech
10.2003 - 09.2005
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Maintained a high level of product knowledge, providing accurate information to customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Collaborated with team members to achieve monthly targets and optimize workflow efficiency.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Customer Associate
Capgemini
Dartmouth, NS
10.2018 - Current
- Worked varied hours to meet seasonal and business needs.
- Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
- Answered customer questions about products and services.
- Maintained a high level of product knowledge, providing accurate information to customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Collaborated with team members to achieve monthly targets and optimize workflow efficiency.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Utilized internal software and tools to meet customer needs and resolved issues promptly.
- Enhanced customer satisfaction by effectively addressing inquiries and resolving issues.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Educated customers about billing, payment processing and support policies and procedures.
- Met customer call guidelines for service levels, handle time and productivity.
Manager
Levi's/ Pantorama Inc
09.2001 - 10.2003
- 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.
- Maximized performance by monitoring daily activities and mentoring team members.
- Onboarded new employees with training and new hire documentation.
- Controlled costs to keep business operating within budget and increase profits.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Established team priorities, maintained schedules and monitored performance.
Assistant Manager
KFC/Taco Bell Inc
09.1996 - 05.2001
Education
First Aid Certified -
05.2018
Target Training Courses, Whimis, Esim, Food Safety Training -
07.2014
Target Training Courses, Power Equipment Trained & Certified, CrownStacker, Wave, Pallet Jack, Powered Pallet Jack, Bailer, Compactor -
06.2013
Convergys Online Training Courses, Team Leader Development CMS level 1, Team Leader Development IMDS level 1, Team Leader Development FCR level 1 -
06.2012
Convergys Online Training Courses, Agent scheduling :Time Keeping system for payroll and scheduling, Call control, Communicating with confidence, Building manager to agent rapport, Coaching first call resolution, Team leader transformation -
07.2011
Skills
- CRM Software
- Goal-Oriented
- Active Learning
- Complaint Handling
- Data Management
- Teamwork and Collaboration
- Quality Assurance Controls
- Product and service knowledge
Languages
English
Native or Bilingual
Timeline
Customer Associate
Capgemini
10.2018 - Current
Manager
Koodo
05.2015 - 08.2018
Senior Team Manager (Softlines)
Target (Mic Mac)
06.2013 - 05.2015
Manager
Convergys
06.2012 - 06.2013
Customer Service Associate Supervisor
Convergys
12.2008 - 06.2012
Customer Service Associate
Convergys
10.2007 - 12.2008
Manager
South of the Border
09.2005 - 10.2007
Customer Service Associate
Teletech
10.2003 - 09.2005
Manager
Levi's/ Pantorama Inc
09.2001 - 10.2003
Assistant Manager
KFC/Taco Bell Inc
09.1996 - 05.2001