Zinuchi Welewa
Burnaby,BC
Summary
Knowledgeable and dedicated customer service professional with extensive experience in retail industry. Solid team player with an outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialise in quality, speed and process optimisation. Articulate, energetic and results-oriented with an exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
8
8
years of professional experience
Work History
Customer Support Team Lead
Shoprite Store
11.2021 - 11.2023
- Partnered with sales, operations and field service teams to coordinate solutions.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Managed a team of customer support representatives, ensuring consistent quality in service delivery.
- Cross-trained and provided backup support for organizational leadership.
- Managed timely and effective replacement of damaged or missing products.
- Mentored new hires for seamless integration into the customer support team.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Tracked changing software and technologies with potential to impact customer requirements.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Met customer call guidelines for service levels, handle time and productivity.
- Devised strategies for handling high call volumes during peak periods, maintaining exceptional service levels under pressure.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Identified trends in client requests and helped management get ahead of ongoing problems.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Maintained up-to-date knowledge of product and service changes.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked well in a team setting, providing support and guidance.
Customer Service Representative
Prince Ebeano Supermarket
01.2016 - 10.2021
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Answered constant flow of customer calls with minimal wait times.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Conducted regular quality assurance checks on interactions with customers to ensure agents were meeting established guidelines and standards for service excellence.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Created and maintained detailed database to develop promotional sales.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
Education
MBA - Business Administration For Trades Management
University Canada West
Vancouver, BC04.2026
Bachelor of Science - Geography And Environmental Management
University of Port Harcourt
Port Harcourt Nigeria05.2015
Skills
- Order and Refund Processing
- Project management abilities
- Route Management
- Microsoft Exchange
- Sales Quota Achievement
- Netsuite ERP
- Order Processing
- Sales Support
- Data Management
- Transaction Processing
Languages
English
Native or Bilingual
Timeline
Customer Support Team Lead
Shoprite Store
11.2021 - 11.2023
Customer Service Representative
Prince Ebeano Supermarket
01.2016 - 10.2021
MBA - Business Administration For Trades Management
University Canada West
Bachelor of Science - Geography And Environmental Management
University of Port Harcourt
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