Trina Smith
Inverary,ON
Summary
Results-oriented professional with extensive experience in driving operational excellence and business growth. Proven ability to inspire and lead high-performing teams, consistently exceeding targets and surpassing customer expectations. Skilled in developing and executing strategic plans to optimize workflow and enhance processes. Demonstrated track record of delivering exceptional results through strong leadership, analytical thinking, and a focus on continuous improvement.
Overview
31
31
years of professional experience
Work History
Team Lead
Midas Auto Service
Kingston, ON
07.2024 - Current
- Called and scheduled appointments for clients when service or warranty is coming due.
- Automotive booking system , Autoleap, Stocktak.
- Work with Podium, Business Suites on line chat booking customer appointments.
- Optimized resource for tire sales, Canada Tire, DT Tire, Stox, Wippy Payment.
- Respond through email channels in a timely manner.
TEAM LEAD
Quorum
Saint John, New Brunswick
02.2022 - 07.2024
- Communicated additions, cancellations and special requests for appointment schedules to appropriate parties
- Utilized computerized appointment scheduling system and supported updates
- Answered phones, returning messages to schedule appointments
- Achieved appointment-setting goals by meeting objectives and metrics
- Coordinated with management to prioritize assignments based on current issues and business needs
- Assisted management in assessing internal staffing, deployment, and training needs, recommending enhancements and changes as appropriate
- Maintained high standards of customer service during high-volume, fast-paced operations
- Communicated additions, cancellations, and special requests for appointment schedules to appropriate parties
- Actively listened to customers to provide tailored appointment solutions
- Knowledge of APS system
- Used proper telephone etiquette, answered calls and caller questions, and transferred to proper extensions using 3CX
- Scheduled and confirmed appointments for clients or customers.
- Coordinated appointments for multiple departments, ensuring optimal use of resources and time management.
CARD HOLDER SERVICES REPRESENTATIVE
Sitel
01.2021 - 07.2021
- Through, soft phone and UAD system, reporting fraudulent transactions and disputes, Locking down and ordering replacement cards
- Maintaining payroll report through Kronos, Adhering to AHT, ATT, KPI requirements
- Answer incoming calls through Avaya soft phone system
- Identifying all fraudulent transaction for the member, transactions are than forwarded to the fraud department for investigation
- Closing down lost or stolen cards
- Activation new card.
WINDOW TREATMENT SPECIALIST
Kingston Paint & Decorating
09.2018 - 11.2020
- Providing guidance to customers through In home consultations, renovations new home choices General blind repairs
- Quoting, placing and receiving customer Ordering, coordinating with installer, finalizing sales
- Organized store by returning merchandise to proper areas and restocked displays
- Educated customers on product and service offerings
- Stayed up to date on store promotions, payment policies and security practices
- Demonstrated products to customers, discussed features, give clear answers to some times unique questions to capture sales.
TEAM LEADER
Hunter Douglas
07.2000 - 12.2017
- Assessing and documenting daily spread sheets for and release daily parts orders, Maintain accurate records for hourly production numbers and supervise to ensure products are completed in a timely manner
- Was also responsible for daily pep audits for quality control and assist with production
- I have extensive knowledge of SAP, Kitace, KanBan & OCS
- I was the Certified Health and Safety Rep, renewed my CPR/AED training as required to be in good good standing of Company Emergency Response Team
- Depending on the type of repair I had, team member's felt comfortable with me working beside them to fix my product
- Training newly hired employees or employee's transferring to the department on machine operations
- Counted inventory, resolved discrepancies and completed paperwork to keep system accurate and current
- Organized and prioritized incoming work orders.
ASSISTANT MANAGER
Window & BedCovers
08.1994 - 11.2000
- My duties included customer service, shipping and receiving inventory, daily cash balance and deposits, manufacturing custom window blinds and various supervisory duties
- Organized schedules, workflows and shift coverage to meet expected business demands
- Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies
- Implemented training processes for newly hired employees and supervised department managers, shift leads and production personnel
- Planned and prepared employee schedules, delegating tasks for 9-member team
- Daily monitoring of transactions and deposits to eliminate discrepancies.
Education
CUSTOMER SERVICE SPECIALIST IN EVALUATE PLUS -
Loyalist College of Applied Arts And Technology
Belleville, ONO.S.S.D -
LaSalle Secondary School
Kingston, ONTARIOSkills
- Experience In Leadership
- Quality Improvement
- Problem Resolution
- Training
- Team Monitoring
- Team Member Motivation
- Goal Setting
- Performance Improvement
- Complex Problem-Solving
- Team motivation
Personal Information
Title: Team Lead
Languages
English
Full Professional
Accomplishments
- Supervised team of 13 staff members.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Certification
- Certified Health & Safety Worker Rep, Hunter Douglas Canada LP
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Software
Excel
Teams
APS
Dealer Connect
StocTrek
3CX
XTime
Word
Interests
Photography
Gardening
Crocheting
Quote
Believe those who are seeking the truth. Doubt those who find it.
André Gide
Affiliations
- Health and Safety Worker Rep
- Linkedlin
Timeline
Team Lead
Midas Auto Service
07.2024 - Current
TEAM LEAD
Quorum
02.2022 - 07.2024
CARD HOLDER SERVICES REPRESENTATIVE
Sitel
01.2021 - 07.2021
WINDOW TREATMENT SPECIALIST
Kingston Paint & Decorating
09.2018 - 11.2020
TEAM LEADER
Hunter Douglas
07.2000 - 12.2017
ASSISTANT MANAGER
Window & BedCovers
08.1994 - 11.2000
O.S.S.D -
LaSalle Secondary School
CUSTOMER SERVICE SPECIALIST IN EVALUATE PLUS -
Loyalist College of Applied Arts And Technology
Similar Profiles
KARAN JOSHIKARAN JOSHI
Automotive Technician/Service Advisor at Midas Auto ServiceAutomotive Technician/Service Advisor at Midas Auto Service
Jack MorganJack Morgan
Lube Technician at Midas Auto ServiceLube Technician at Midas Auto Service
Cesar SolisCesar Solis
General Manager at Midas Auto Service ExpertsGeneral Manager at Midas Auto Service Experts
Janet KeyesJanet Keyes
Server at Forks and KnivesServer at Forks and Knives
Dale JacksonDale Jackson
Associate Deck Builder at Timberline DecksAssociate Deck Builder at Timberline Decks