Customer Service Representative at Liquor Control Board of Ontario (LCBO) (2013-01 – 2022-03)
- Supported and attended to customer requests with products and store information using positivity, active listening and building trust that increased customer satisfaction
- Maintained a positive and professional attitude and prioritized accessibility needs for customers
- Completed customer service and leadership training and enhanced customer satisfaction and improved productivity
- Resolved and addressed customers' concerns through the phone and in person that increased customer retention
- Promoted products and services in collaboration with the team and team leaders that elevated team rapport and minimized conflicts
- Managed and delegated with different groups and new hires with training on systems, policies, and store operations
- Resolved customer complaints, inventory and delivery delays, de-escalated customer and staff conflicts and followed up on product and customer feedback in a timely manner that increased efficiency
- Coordinated sale strategies for in demand products that improved business unit performance by targeted displays, marketing strategies and increased word of mouth
- Completed required product and service knowledge training within first 6 months of employment for over 4000 products
- Analyzed statistics and converted data sets into actionable business and process strategies with focus on satisfaction, efficiency, and quality that met monthly business targets
- Developed automation of daily shelving operations, stocks preparation, and maintained accurate daily/monthly sales reports that improved inventory and sales operations
- Processed sales for customers using Point of Sales (POS) system with excellent cash handling, credit/debit transactions and inventory management skills
- Led increased product up sale that raised revenue that enhanced product and store quality
- Managed weekly and monthly invoices that included planning, preparation, review and audit of the weekly delivery orders and door pick orders
Customer Service Representative at Rabba Fine Foods (1991-01 – 2013-12)
Bouncer/Security Guard at Atlas Security (1998-01 – 2001-12)
