Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

TAYLOR SHEARS

Nova Scotia,Canada

Summary

Experienced in a high-volume, customer-focused environment, showcasing exceptional communication and customer service skills. Demonstrated ability to resolve complex issues while remaining composed under pressure. Seeking to transition into a new field to leverage strong problem-solving and multitasking abilities.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Travel Counselor

Amex GBT
09.2021 - 07.2024
  • Guide clients in travel bookings, enhancing satisfaction and loyalty
  • Support new agents, fostering a collaborative team environment
  • Coordinate team schedules, optimizing productivity and training
  • Manage team operations, ensuring efficient shift planning and approvals
  • Coach team, reducing average handling times and boosting performance
  • Provide expert guidance to clients on travel bookings, leveraging points and cash options
  • Offer crucial support to new agents, enhancing team efficiency
  • Manage scheduling for20-member team, optimize shift bids, and oversee PTO approvals
  • Conduct in-depth training sessions to boost team knowledge
  • Lead Research and Resolution Desk, offering vital support to frontline agents
  • Handle complex client escalations, ensuring high-quality issue resolution
  • Expertly manage internal agent inquiries and client escalations
  • Ensure meticulous attention to detail in resolving complex travel-related issues
  • Remote

Customer Service

Snuggle Bugz
09.2021 - 11.2022
  • Streamlined communication through email, fostering team collaboration
  • Facilitated idea sharing with managers using Microsoft Teams, improving store displays
  • Managed inbound customer inquiries, enhancing satisfaction through personalized solutions and maintaining clear communication channels with team members
  • Revitalized store visuals with monthly updates, driving customer engagement and contributing to a more appealing shopping environment
  • Pioneered a Microsoft Teams chat for sharing creative display ideas, fostering collaboration and knowledge exchange among store management
  • Provided expert product guidance remotely, ensuring customers received comprehensive support and information to make informed purchase decisions
  • Maintained meticulous records of customer interactions and inquiries, contributing to improved service quality and operational efficiency
  • Remote

Assistant Store Manager

Snuggle Bugz
08.2019 - 09.2021
  • Promoted to Assistant Store Manager, improved team efficiency and customer satisfaction
  • Managed cash handling and sales reports, ensuring accurate financial tracking
  • Facilitated customer service and sales calls, resolving issues effectively
  • Delegated tasks, supervised team, and enforced policies for smooth operations
  • Led store operations, overseeing financials, staff scheduling, and customer satisfaction metrics while driving operational efficiency and team performance
  • Streamlined inventory management and optimized store layout, resulting in improved sales performance and enhanced customer experience
  • Fostered a cohesive team environment, mentoring staff and delegating tasks effectively to ensure timely completion of store objectives
  • Managed daily financial reports, cash handling procedures, and sales totals with meticulous attention to accuracy and compliance
  • Provided exceptional customer service, creating personalized registries and offering expert product recommendations to meet diverse client needs

Branch Manager

Cash4You
01.2017 - 08.2019
  • Managed financial services, enhancing customer satisfaction and operational efficiency
  • Led employee training and recruitment, optimizing team performance and store operations
  • Resolved customer issues across multiple channels, boosting service quality and retention
  • Oversaw collections and trained staff, improving recovery rates and financial outcomes
  • Supported branch audits and marketing initiatives, ensuring compliance and brand visibility
  • Led branch operations, driving revenue through diverse financial services while managing team performance and customer satisfaction
  • Optimized collection strategies, training staff in effective methods to reduce past-due accounts and improve cash flow
  • Resolved complex customer issues across multiple channels, enhancing client relationships and brand loyalty
  • Supported regional operations by conducting audits, implementing marketing initiatives, and managing cash security protocols
  • Spearheaded employee development programs, ensuring compliance and fostering a culture of continuous learning and excellence

Education

Diploma -

Robert Bateman High School
Burlington
06.2012

Skills

  • Data Analysis
  • Excellent customer service
  • Travel Industry Experience
  • Critical Thinking
  • Creative Problem Solving
  • Team Leadership
  • Multitasking
  • Sales Strategy
  • Sales Forecasting
  • Conflict Resolution
  • Financial Management
  • Adaptability
  • Inventory Management
  • Leadership Development
  • Time Management
  • Scheduling
  • Microsoft Office
  • Negotiation Skills
  • Customer Retention
  • Training Development

Certification

TICO - Travel Agent License

Languages

English
Native or Bilingual

Timeline

Travel Counselor

Amex GBT
09.2021 - 07.2024

Customer Service

Snuggle Bugz
09.2021 - 11.2022

Assistant Store Manager

Snuggle Bugz
08.2019 - 09.2021

Branch Manager

Cash4You
01.2017 - 08.2019

Diploma -

Robert Bateman High School

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