Customer Service Specialist

Location
Canada
Rate, USD
Not specified
Work schedule
Full Time,
Language skills
English
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About me

Enthusiastic professional with twelve years of experience in service and retail, and a successful background in management and employee relations. Dedicated to providing hospitality and personalized customer service, with transparent communication, setting expectations, and problem solving to achieve results. Skilled at reducing turnover rates and building motivated, loyal, and inclusive teams with strong emphasis on recruiting, training and performance management.




Education

2011-2016 Bachelors @ University of Toronto

UNIVERSITY OF TORONTO, TORONTO, ONTARIO — HUMANITIES, 2016
Majored in English Literature, Minors in Drama and Comparative Literature

2021-present Creative Writing Certificate @ University of Toronto School of Continuing Studies
JULY 2016 TESOL/TESL CERTIFICATION @ OXFORD SEMINARDS

Experience

2018-present STORE MANAGER @ Starbucks

Successfully managed a high volume, high earning café store by maintaining operational excellence, the Starbucks experience all while developing talent across all levels.
Supervised all areas of retail and food service business. Met targets and standards set by company for a better and more effective experience for employees and customers.
Responsible for staffing and scheduling, inventory management, quality control and operational excellence in addition to providing exceptional customer satisfaction and building strong relationships with the community.
Hired and trained new staff. Provided coaching conversations regarding personal and professional development. Trained supervisors on how to lead and run effective a business.
Store manager trainer since 2019; includes developing and training next retail and support leaders.
Developed strategies to get customer experiences and customer engagement up in the store. Dealt with unsatisfied customers and corrected situations to benefit both customers and the company. Increased customer experience scores based on survey results.
Analyzed reports to track trends for sales, food, and customer experience. Tracked business’ relationship with customers daily.
Worked with local charities to set up FoodShare donations.
Communicated goals and set expectations to meet company and personal standards. Communicated and worked with District Manager to make store a better environment for employees and customers alike.
Created welcoming and safe environment for employees and customers to be themselves; inspired and developed team to do the same.

2016-2018 SHIFT SUPERVISOR @ Starbucks

Handled day-to-day business operations; specifically opening tasks. Met goals and tasks set by store manager. Led team during peak business hours to height of efficiency and elevated customer connections. Deployed employees and delegated tasks.
Used POS systems, utilized proper cash handling procedures. Handcrafted beverages according to recipes and occasionally to modifications. Familiar with safety and security measures.
Built personal relationships with regular customers. Anticipates customers’ needs by evaluation of customer cues and environment.
Trained new baristas in routines and operations. Provided feedback through coaching conversations to further develop employees. Set example of standards for baristas to follow.


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