Trina Smith
Inverary,ON
Summary
Results-oriented professional experienced in driving operational excellence and business growth. Proven track record of inspiring and leading high-performing teams to exceed targets and customer expectations. Experienced in developing and executing strategic plans to optimize workflow and improve processes
Natural love for Photography, Scenic, Nature, Color.
Overview
23
23
years of professional experience
Work History
TEAM LEAD
Quorum
02.2022 - Current
- Delegated tasks to team members according to project requirements and employee strengths.
- Utilized computerized appointment scheduling system and supported updates.
- Answered phones, returning messages to schedule appointments.
- Achieved appointment-setting goals by meeting objectives and metrics.
- Mentored and coached team members to ensure successful performance.
- Supervision of daily work for staff to ensure work prioritization and quality.
- Communicated additions, cancellations, and special requests for appointment schedules to appropriate parties.
- Actively listened to customers to provide tailored appointment solutions.
- Used proper telephone etiquette, answered calls and caller questions, and transferred to proper extensions.
- Generate weekly Huddle boards, review areas for improvements, recognition Plus any concerns that are both forward
- Scheduled and confirmed appointments for clients or customers.
- Directed and supervised team of 14 engaged in Team Chat and Weekly meetings for continuous improvements.
- Coached team members in techniques necessary to complete job tasks.
- Trained new team members by relaying information on company procedures and safety requirements.
Card Holder Services
Sitel
01.2021 - 07.2021
- Use of soft phone and UAD system.
- Reporting fraudulent transactions and disputes.
- Locking down and ordering replacement.
- Payroll report through Kronos
- Adhering to AHT, ATT, KPI
- Incoming calls through Avaya soft phone
- Activation new card.
- Provided outstanding customer service on phone.
- Researched and resolved customer complaints and disputes related to credit card accounts.
- Implemented strategies to reduce risk of credit card fraud and identity theft.
- Fielded 75 incoming customer calls to deliver high-quality solutions
WINDOW TREATMENT SPECIALIST
Paint & Decorating
09.2018 - 11.2020
- Managed efficient cash register operations
- Developed strong rapport with customers and created positive impression of business
- Conducted product demonstrations to highlight features and redirect objections to positive aspects
- Created inviting environment for customers by maintaining store organization and cleanliness
- Used in-store system to order, receive and book installation appointment.
TEAM LEADER
Douglas
07.2000 - 12.2017
- Assessing, documentation of daily spread sheets for and release daily parts orders.
- Maintain accurate records for hourly production numbers, supervise to ensure products are Complete.
- Daily pep audits for quality control.
- Knowledge of SAP, Kitace, KanBan
- Certified Health and Safety Rep
- Company Emergency Response Team
- Training all New employees
- Inventory control
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service
- Frequently inspected production area to verify proper equipment operation.
Education
CUSTOMER SERVICE SPECIALIST - EVALUATE PLUS
Loyalist College
Belleville, ON12.2021
O.S.S.D -
Loyalist College of Applied Arts And Technology
Kingston, ONTARIO12.2021
High School Diploma -
LaSalle Secondary School
Kingston, ON06.1989
Skills
- Team Member Motivation
- Team Huddles
- Task Monitoring
- 3CX Soft Phone
- Dealermine/CRM
- Advanced APS
- Dealer Connect
- Teams Chat
- Production Monitoring
- Employee Evaluation
- Performance Improvement
- Team Monitoring
Timeline
TEAM LEAD
Quorum
02.2022 - Current
Card Holder Services
Sitel
01.2021 - 07.2021
WINDOW TREATMENT SPECIALIST
Paint & Decorating
09.2018 - 11.2020
TEAM LEADER
Douglas
07.2000 - 12.2017
CUSTOMER SERVICE SPECIALIST - EVALUATE PLUS
Loyalist College
O.S.S.D -
Loyalist College of Applied Arts And Technology
High School Diploma -
LaSalle Secondary School
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