Sharon Joy

Former undergraduate of the Retail Management Program (B.Comm), at Ted Rogers School of Management, with a minor in Marketing. Experience working with customers, vendors and buyers via telephone and in person, via various previous experiences, promoting brands, services and products.

CIBC, Toronto, ON July 2019- October 2022

Financial Service Representative/ Client Solutions Specialist 

• Successfully cultivated relationships with clients, understanding their financial goals and providing tailored services that resulted in increased customer satisfaction. Achieved an 80% increase in positive client feedback and received 5 promoters back-to-back in Q1 of FY22.
• Use my knowledge of cash management, credit, investment funds and wealth protection to help clients meet their goals
• Fostered relationships with clients to ensure they are connected to the right people and opportunities
• Introduced mobile banking applications to 100% of clients, reducing phone calls into the call center.

Retail Specialist

• Demonstrated leadership by maintaining a positive attitude, being a team player, and going above and beyond for both customers and coworkers.
• Exceeded sales goals by providing engaging and personalized customer service. Engaged with customers in an organic and engaging manner to promote best-in-class mobile plans that resulted in increased sales by 10%.

Sales Associate

• Maximized sales by being knowledgeable on all products and services offered and teaming up with co-workers to provide excellent customer service, resulting in a 10% increase in sales.
• Achieved daily sales of up to $2,400 by connecting with customers and asking open-ended questions to assess needs.
• Upsold by $30-$50 per transaction by promoting ongoing deals and sales.

Category (Buying) Coordinator

• Created and updated over 1000 items and setup and maintained over 55 vendors. Managed to create and update 400 items in 3 months and setup 25 brand new initiative opportunity buys in 5 days which helped in increasing sales for the woman’s department by 12%.
• Checked and updated pricing to make sure that retail stores match with online and capture all flyer and promotional activities. Fixed major promotions that were downloaded below costs in 1 hour with high accuracy, which resulted in stopping potential loss of $7,125.00.
• In collaboration with the MC (Marketing Coordinator) & Buying Team - resolve on own, or implement the resolution as discussed with the MC or Buying team, and improve the system set up, and catalogue error discrepancies.

Support Assistant C

• Responded to public enquiries and complaints, referring calls to staff/managers when appropriate and initiating service requests while complying with client service standards.
• Maintained & updated calendars for 25 social workers, managed email correspondence & travel itineraries to support 50+ client meetings per week.
• Produce benefit cards, cheques, eye-glass vouchers, and taxi requests using advanced applications and programs, such as SDMT, for people who need financial benefit, and employment supports that are available through the Ontario Works Program, with minimal supervision.
• Provide service to clients by receiving, distributing, and/or completing documentation, issuing receipts, or exchanging information, utilizing knowledge of procedures and facts related to contracts, agreements, regulations, and/or legislation.

Store Operations Manager in Training (Internship)

• Sold 13 memberships upgrades on average per day valued at $110 each by analyzing customer shopping history, and persuading members to upgrade their membership by highlighting the benefits to them.
• Rotated operations between core business departments; Front End Operations, Membership Retention and Services, Merchandising and Costco MasterCard Marketing campaigns
• Experience dealing and interacting with a diverse customer base environment
• Processed transactions and 25 MasterCard applications, interacting in positive and professional way.
• Ensured products replenishments to optimal standards according to merchandising standards

Ted Rogers School of Management, Toronto Metropolitan University Graduation Date: May 2016

Bachelor of Commerce, Retail Management. Marketing Minor