Yesha Gopaul
Edmonton,AB
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
6
6
years of professional experience
Work History
Customer Experience Team Lead
The Brick
Edmonton, Alberta
03.2024 - Current
- Monitored daily operations of the customer experience team to ensure quality standards were met.
- Analyzed customer feedback surveys to identify areas for improvement in customer service processes.
- Provided coaching and feedback to staff on performance issues related to customer service.
- Resolved escalated customer complaints in a timely manner.
- Coordinated regular meetings with the customer experience team to discuss progress and new initiatives.
- Identified opportunities for process improvements within the team and recommended changes accordingly.
- Worked closely with senior management on strategic initiatives related to improving overall customer experience.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Led on- and off-site customer support teams across multiple time zones.
Administrative Officer
Trans Global Service - Billungual
Edmonton, AB
10.2023 - 03.2024
- Maintained detailed records of call center performance and provided reports to management.
- Organized and maintained filing systems for confidential documents, correspondence, and reports.
- Performed data entry tasks including entering financial transactions into the company's accounting system.
- Answered incoming calls promptly and professionally; provided callers with accurate information or directed them to appropriate departments and personnel when necessary.
- Ensured compliance with all organizational policies and procedures relating to administrative operations.
- Provided assistance with special projects as assigned by management team members.
- Monitored email accounts regularly and responded appropriately within established timeframes.
- Answered phone calls and emails to provide information, resulting in effective business correspondence.
- Maintained positive working relationship with fellow staff and management.
Retail Sales Associate
Visions Electronics
Edmonton, AB
07.2022 - 10.2023
- Assisted customers with finding the right product for their needs.
- Provided product information and answered customer questions.
- Demonstrated knowledge of store products and services.
- Performed cashier duties, such as ringing up sales, processing payments and issuing receipts.
- Operated point-of-sale systems accurately to process payments from customers.
- Reported any discrepancies in inventory counts or pricing issues promptly.
- Initiated friendly conversation with customers to determine level of assistance required.
- Kept calm and applied strong problem-solving and interpersonal skills to resolve conflicts.
- Operated cash registers and processed transactions including sales, returns, and exchanges.
- Collaborated with team members to achieve sales targets and contribute to a positive work environment.
- Provided excellent customer service, resolving issues and answering queries promptly.
Food Service Supervisor
A&W
Edmonton, Alberta
08.2021 - 12.2022
- Supervised and coordinated activities of food service personnel to ensure efficient operation of the restaurant.
- Ensured compliance with health and safety regulations in all areas of the kitchen.
- Maintained inventory of supplies, equipment, and food items needed for daily operations.
- Provided direction to staff on proper preparation techniques for menu items.
- Trained workers in food preparation, money handling, and cleaning roles to facilitate restaurant operations.
Clerical Officer
Mauritius Revenue Authority
Arsenal, Mauritius
11.2018 - 07.2019
- Processed incoming and outgoing mail, including sorting, distributing, and preparing for mailing.
- Greeted visitors and customers in a professional manner.
- Followed up on payments for outstanding claims.
- Created reports for management to track progress of customer orders.
- Researched discrepancies in customer orders and resolved issues promptly.
Education
BBA - Business Administration
Northern Alberta Institute of Technology
Edmonton, None05-2021
High School Diploma -
Lady Sushil Ramgoolam SSS High School
Mauritius11-2018
Skills
- Customer relationship management (CRM)
- Data entry and recording
- Microsoft Outlook, Word, PowerPoint, and Excel
- Verbal and written communication
- Call handling
- Administrative tasks
- Ability to work independently or in a team setting
Languages
English
Native/ Bilingual
French
Native/ Bilingual
Creole
Native/ Bilingual
Hindi
Native/ Bilingual
Timeline
Customer Experience Team Lead
The Brick
03.2024 - Current
Administrative Officer
Trans Global Service - Billungual
10.2023 - 03.2024
Retail Sales Associate
Visions Electronics
07.2022 - 10.2023
Food Service Supervisor
A&W
08.2021 - 12.2022
Clerical Officer
Mauritius Revenue Authority
11.2018 - 07.2019
BBA - Business Administration
Northern Alberta Institute of Technology
High School Diploma -
Lady Sushil Ramgoolam SSS High School
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