TREENA ST-JEAN
Apsley,ON
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
17
17
years of professional experience
Work History
Quality Customer Service Representative
Sykes Call Center
01.2008 - 01.2010
- Provided customer service for inbound and outbound calls.
- Developed strong knowledge of Bell internet and home phone services to provide informed recommendations based on individual customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Handled customer inquiries and suggestions courteously and professionally.
- Responded to customer requests for products, services, and company information.
- Updated account information to maintain customer records.
Office Manager
R.G.I.S. Inventory Service
01.2002 - 12.2007
- Streamlined office operations by implementing efficient filing systems and organizational strategies.
- Created, maintained and updated filing systems for paper and electronic documents.
- Supported department heads in accomplishing their goals through diligent administrative assistance such as report generation and data entry.
- Managed physical inventory schedules.
- Maintaining employee database (Oracle), including gathering and entering new employee information, creating T4's and Separation Slips.
- Maintaining payroll information, including entering hours worked for each employee for each assignment. Submitting this information to payroll on schedule.
- Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
- Evaluated employee records and productivity and submitted evaluation reports.
- Improved employee retention rates by fostering a positive work environment and providing growth opportunities through training programs.
- Assisted in the recruitment process, conducting interviews and onboarding new employees to promote a seamless integration into the team dynamic.
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Facilitated smooth communication between departments, addressing concerns promptly to maintain harmonious work relationships.
- Served as a liaison between upper management and staff members, facilitating open channels of communication to address concerns or issues promptly.
- Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
- Organized travel arrangements for executives and hourly employees by researching cost-effective options while accommodating individual preferences.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Developed and maintained successful relationships with clients.
- Reported to senior management on organizational performance and progress toward goals.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored performance.
Hiring and Training Manager
Western Inventory Services International
10.1999 - 05.2002
- Collaborated with several offices to determine staffing needs.
- Recruited applicants through different strategies.
- Interviewed, hired and trained hundreds of employees.
- Developed and implemented a standardized training manual that was adopted nation wide.
- Collect personal employee information for payroll
- Built high-performing teams through effective recruitment and talent development initiatives.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Ensured compliance with industry regulations and legal requirements by implementing comprehensive policies.
- Managed and motivated employees to be productive and engaged in work.
- Maintained professional, organized, and safe environment for employees.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Improved staffing during busy periods by creating employee schedules.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Developed a cross training program with a centralized data base, allowing managers to schedule staff for specialized projects.
- Maximized performance by monitoring daily activities and mentoring team members.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Report on staffing levels to Area Managers and Vice President.
Area Manager
Western Inventory Services International
01.1993 - 10.1999
- Managed daily operations for optimal performance, ensuring timely completion of tasks and projects.
- Managed physical inventory counts in retail stores, pharmacies, factories and physical asset inventory in government offices.
- Collected inventory data, provided an accurate inventory count to customers.
- Developed strong relationships with clients, leading to increased customer satisfaction and repeat business.
- Collaborated with sales teams to create effective strategies that drove revenue growth consistently over time.
- Collaborated with sales teams to create effective strategies that drove revenue growth consistently over time.
- Dedicated to expanding client bases by building lasting relationships.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Increased team productivity by streamlining processes and implementing more efficient systems.
- Improved overall efficiency by identifying areas in need of improvement and implementing necessary changes.
- Led a team to achieve company goals and exceed targets consistently, fostering a positive work environment.
- Mentored junior staff members, providing guidance on best practices and professional development opportunities.
- Conducted regular performance evaluations to identify areas for improvement and develop action plans for growth.
- Developed comprehensive training programs that equipped employees with the skills necessary for success in their roles.
- Facilitated conflict resolution among team members, promoting open communication and fostering a positive workplace culture.
- Established clear objectives for each project, setting expectations and assigning appropriate resources as needed.
- Achieved high employee retention rates by creating an inclusive work environment where staff felt valued and supported.
- Optimized staffing levels by closely monitoring workload demands and adjusting schedules accordingly.
- Conducted training sessions to educate employees on best practices and procedures to increase profitability.
- Assessed reports to evaluate performance, develop targeted improvements, and implement changes.
- Resolved conflicts promptly to promote positive environment for customers.
- Brought in exceptional candidates to boost team productivity and operational efficiency.
- Drove revenues and team morale by developing and deploying productivity contests.
Education
Certificate - Human Resource Management
Sir Sanford Flemming College
Peterborough, ON04.1994
Certificate - International Business Management
Confederation College of Applied Arts And Technology
Thunder Bay, ON04.1994
Skills
- Clerical Support
- Data Collection
- Data Entry
- Paperwork Processing
- Report Creation
- Report Preparation
- Report Generation
- Recordkeeping Strengths
- Documentation
- Document Control
- Scheduling
- Filing
- Administrative Support
- Office equipment proficiency
- Computer Proficiency
- Microsoft PowerPoint
- Spreadsheets
- Microsoft Outlook
- Project Management Abilities
- Professional Telephone Demeanor
- Reading Comprehension
- Prioritization
- Travel Planning
- Critical Thinking
- Active Listening
- Team Development
- Staff Education and Training
- Complaint Resolution
- Problem-Solving Abilities
Timeline
Quality Customer Service Representative
Sykes Call Center
01.2008 - 01.2010
Office Manager
R.G.I.S. Inventory Service
01.2002 - 12.2007
Hiring and Training Manager
Western Inventory Services International
10.1999 - 05.2002
Area Manager
Western Inventory Services International
01.1993 - 10.1999
Certificate - Human Resource Management
Sir Sanford Flemming College
Certificate - International Business Management
Confederation College of Applied Arts And Technology
Similar Profiles
Shannon MillerShannon Miller
ROGERS Wireless and Billing Customer Care Agent at Sykes Call CenterROGERS Wireless and Billing Customer Care Agent at Sykes Call Center
Cindy RamosCindy Ramos
Customer Service Representative at Sykes Call CenterCustomer Service Representative at Sykes Call Center
Akyrah OliverAkyrah Oliver
Customer Service Representative at Sykes Call CenterCustomer Service Representative at Sykes Call Center
Vicky GarciaVicky Garcia
Customer Service Lead at Sykes Call CenterCustomer Service Lead at Sykes Call Center
Kristopher HoeckKristopher Hoeck
Electrician at Mad Cat ElectricElectrician at Mad Cat Electric