Storm Milani
Kitchener,Ontario
Summary
As an individual with a strong background in customer service, what I can bring would be a multitude of things. Some examples of what I mean would be my ability to excel in problem-solving, relationship-building, and my proven ability to deliver high quality support in a call centre environment that is also reliable and adaptable.
From working at Rogers and McDonald's, I have learned how to use these skills in any situation I face, how to de-escalate issues, and pay close attention to detail while multitasking at an efficient speed. I have been trained in the CRM software and I am always willing to learn and ask questions when appropriate.
I am looking for full time work to gain more knowledge and further my career with your company.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Rogers
09.2019 - Current
- Assisted customers with product information, troubleshooting, and account management to enhance satisfaction.
- Managed high-volume inbound calls, ensuring customer inquiries resolved promptly and effectively.
- Trained new representatives on call handling procedures and company policies for improved performance. Also, as they navigated our systems and protocols, fostering teamwork within the call center.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Developed and maintained comprehensive knowledge of products and services to enhance customer satisfaction.
- Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Retained customers considering cancellation by addressing their concerns, offering alternative solutions, and showcasing the value of our products and services.
- Utilized CRM software to track leads, manage customer interactions, and analyze sales data.
- Educated customers about billing, payment processing and support policies and procedures.
- Conducted assessments to evaluate trainee performance and identify improvement areas.
2nd Assistant Manager
McDonald's Restaurant
05.2016 - 08.2019
- Supervised daily operations, ensuring compliance with quality and safety standards.
- Trained and mentored team members on service protocols and operational procedures.
- Conducted performance reviews, providing feedback to improve individual contributions.
- Led customer service team to enhance satisfaction and resolve escalated issues effectively.
- Monitored food safety standards, contributing to consistently high customer satisfaction ratings.
- Conducted performance evaluations for team members, identifying areas for growth and development.
- Enhanced communication between staff members by organizing regular team meetings to discuss updates and address concerns.
- Managed financial transactions and reduced discrepancies through regular audits of cash registers and daily reports.
- Streamlined store operations by creating efficient staff schedules, reducing labor costs without compromising service quality.
- Assisted upper management in achieving sales targets through consistent monitoring of sales performance metrics.
- 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.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Worked effectively in fast-paced environments.
- Processed customer transactions efficiently and accurately using point-of-sale systems.
Education
High School Diploma -
City Adult Learning Center
Toronto, ONSkills
- Proficient in Microsoft Office
- Analytical problem-solving
- Data acquisition
- Critical thinking
- Active listening
- Detail-oriented organization
- Effective scheduling management
- Written and oral communication
- Effective time management
Languages
English
Native or Bilingual
Timeline
Customer Service Representative
Rogers
09.2019 - Current
2nd Assistant Manager
McDonald's Restaurant
05.2016 - 08.2019
High School Diploma -
City Adult Learning Center