Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Timeline
Generic

SYKERA MITCHELL

Etobicoke

Summary

  • Call centre professional with over 5 years of call centre experience
  • 5 years of customer service experience within the retail industry
  • 3 years of industry experience; Administrative, Supervisor
  • Strong time management skills with effective communication, both oral and written
  • Expert knowledge in operating software's including Microsoft Office and CRM.

Overview

4
4
years of professional experience
1
1
Certification

Work History

INBOUND SALES REPRESENTATIVE

RELIANCE HOME COMFORT
04.2021 - Current
  • Effectively and efficiently sold products and services to prospective customers through CRM and CMS allowing me to maximize additional revenue from existing customers by selling incremental products and services through the use of recommended sales techniques.
  • Managed up to 50 calls daily with a 88% Net Promoter Score (NPS) satisfaction rating. Implemented product recommendations, generating over 200 new sales leads monthly.
  • Enhancing the customer experience by speaking with customers by telephone to provide information about products or services, enter orders, transfer services or escalate complaints.
  • Exceeded sales targets, achieving the highest overall conversion in 2023 and sourcing over 200 leads monthly, contributing significantly to $2.9M in sales.

CUSTOMER RETURNS PROCESSOR

MEJURI
11.2021 - 03.2022
  • Inspected approximately 60 customer returns daily for damage, identifying manufacturing defects and distinguishing from customer or delivery damage to evaluate return eligibility.
  • Collaborated with team members in other departments to provide accurate information about product availability and organization.
  • Corresponded by email with customers requesting returns to assess situation and approve or deny returns, sending shipping labels and directions following company policy.
  • Partnered with UPS and FedEx to schedule returned products for pick up and shipment of replacements.

FLOOR SUPERVISOR

METROLINX (AAI CORPORATION)
07.2021 - 10.2021
  • Planned travel routes in accordance with applicable traffic and transportation laws, regulations, standards and guidelines.
  • Coordinated operations of licensed Metrolinx vehicles with focus on ensuring quality and timely pickup and drop-off of passengers
  • Served as point of contact for members of general public, answering traffic- related questions and responding to complaints and requests
  • Protected passengers by providing traffic control at all times throughout the shift on level one and two to ensure the safety of passengers, operators and marshals.

CASH OFFICE SUPERVISOR

FRESHCO
12.2020 - 08.2021
  • Completed thorough opening, closing and shift change functions to maintain operational standards each day by balancing cash drawers, preparing daily deposits and spot audits
  • Delivered consistent training and close mentoring support to over 55 front end employees in operations and customer service strategies
  • Facilitated effective communication between customers and associates to encourage positive, team-based atmosphere.
  • Delegated work to employees based on shift requirements, individual strengths and unique training

Education

Personal Finance Essentials

McGill University
Montreal, QC

Skills

  • Effective Communication Skills
  • Customer Complaint Resolution
  • Knowledge Retention and Recall
  • Operating Procedures and Policies

Accomplishments

  • President's Club 2023 - Reliance Home Comfort: Recognized as the top Inbound Sales Representative nationwide for exceeding targets and driving high-value customer conversations.

Certification

Canadian Red Cross | Standard First Aid & CPR/AED Level C

Government of Ontario | Worker Health and Safety Awareness in 4 Steps

Government of Ontario | Supervisor Health and Safety Awareness in 5 Steps

Ontario G-Class Driver's License

Languages

English
Native or Bilingual

Timeline

CUSTOMER RETURNS PROCESSOR

MEJURI
11.2021 - 03.2022

FLOOR SUPERVISOR

METROLINX (AAI CORPORATION)
07.2021 - 10.2021

INBOUND SALES REPRESENTATIVE

RELIANCE HOME COMFORT
04.2021 - Current

CASH OFFICE SUPERVISOR

FRESHCO
12.2020 - 08.2021

Personal Finance Essentials

McGill University

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SYKERA MITCHELL