Summary
Work History
Education
Skills
Timeline
CustomerServiceRepresentative

Fionna Burton

Christchurch,CAN

Summary

Dynamic Customer Service Representative with proven success at New World Supermarket, enhancing customer satisfaction through effective complaint resolution and relationship building. Skilled in data entry and conflict resolution, consistently exceeding performance metrics and driving sales growth through upselling strategies. Committed to delivering exceptional service and fostering loyalty among clients.

Work History

Customer Service Representative

New World Supermarket
  • Assisted customers with inquiries and product selection, ensuring positive shopping experiences.
  • Processed transactions accurately using point-of-sale systems, maintaining cash register integrity.
  • Resolved customer complaints effectively, enhancing satisfaction and loyalty.
  • Collaborated with team members to maintain store organization and cleanliness standards.
  • Educated customers about promotions and loyalty programs, driving engagement and sales growth.
  • Monitored inventory levels, coordinating restocking efforts to prevent product shortages.
  • Provided training to new employees on customer service protocols and operational procedures.
  • Implemented feedback mechanisms to gather customer insights for continuous service improvement.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Coordinated with logistics department to expedite shipping for urgent customer orders.
  • Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
  • Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
  • Implemented rewards program that encouraged repeat business and strengthened customer relationships.
  • Collaborated with product team to communicate customer feedback, resulting in product enhancements.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.
  • Participated in training programs to enhance product knowledge and customer service skills.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Customized support strategies for high-priority clients to ensure their specific needs were met.
  • Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.

Receptionist

Jet Park Airport Hotel & Conference Centre
  • Greeted and assisted guests, ensuring a welcoming environment.
  • Managed phone inquiries, directing calls to appropriate departments efficiently.
  • Coordinated reservations and maintained accurate booking records.
  • Processed check-ins and check-outs, enhancing guest experience through attention to detail.
  • Resolved guest concerns promptly, improving overall satisfaction ratings.
  • Maintained lobby cleanliness and organization, contributing to positive first impressions.
  • Assisted in managing conference room setups for events, ensuring client specifications were met.
  • Collaborated with team members to streamline front desk operations and improve service efficiency.
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Confirmed appointments, communicated with clients, and updated client records.
  • Answered phone promptly and directed incoming calls to correct offices.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Resolved customer problems and complaints.
  • Handled cash transactions and maintained sales and payments records accurately.
  • Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
  • Responded to inquiries from callers seeking information.
  • Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
  • Answered central telephone system and directed calls accordingly.
  • Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
  • Corresponded with clients through email, telephone, or postal mail.
  • Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
  • Handled sensitive information with discretion while maintaining strict confidentiality standards.
  • Managed multiple tasks and met time-sensitive deadlines.
  • Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
  • Maintained confidentiality of information regarding clients and company.
  • Provided administrative support to staff members by handling correspondence, filing documents, and managing office supplies inventory.
  • Provided clerical support to company employees by copying, faxing, and filing documents.
  • Cultivated positive relationships with clients through professional demeanor and excellent interpersonal skills.
  • Assisted with onboarding new clients and securing paperwork completion.
  • Maintained visitor log for entering and leaving facility for security purposes.
  • Improved appointment scheduling system, reducing wait times and increasing client satisfaction.
  • Assisted with planning office events and meetings for smooth execution.
  • Helped maintain office security by monitoring visitor access and issuing badges.
  • Improved data privacy compliance with meticulous management of sensitive information.
  • Reduced waiting times for visitors by implementing more efficient check-in process.
  • Boosted team morale and efficiency, coordinating staff meetings and distributing relevant information.
  • Improved workflow by introducing more efficient document handling and organization practices.
  • Contributed to team effectiveness by providing ad-hoc support to various departments during peak periods.
  • Increased customer satisfaction by warmly greeting visitors and promptly addressing their needs.
  • Facilitated positive customer experiences by resolving complaints and inquiries promptly and professionally.
  • Facilitated smooth communication channels by promptly forwarding messages to appropriate departments.
  • Enhanced visitor experience by providing detailed information and assistance as needed.
  • Enhanced front desk operations by efficiently managing incoming calls, ensuring prompt customer service.
  • Supported company correspondence by drafting and distributing memos and emails.
  • Strengthened vendor relationships through regular communication and timely coordination of services.
  • Improved office organization with meticulous management of appointment scheduling and client databases.
  • Maintained clean and welcoming reception area, contributing to positive first impression for visitors.
  • Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
  • Organized, maintained and updated information in computer databases.
  • Operated multi-line telephone system to answer and direct high volume of calls.
  • Routed incoming mail and messages to relevant personnel without delay.
  • Handled assignments independently with good judgement and critical thinking skills.
  • Sorted, received, and distributed mail correspondence between departments and personnel.
  • Collected Type payments, processed transactions and updated relevant records.
  • Handled incoming and outgoing package deliveries, working with vendors to complete special requests and track missing packages.
  • Balanced employee availability, customer schedules, and maximum load levels when scheduling appointments.
  • Tracked important information in Software spreadsheets and ran reports or generated graphs using data.
  • Monitored and screened visitors to verify accessibility to inter-office personnel.
  • Helped office staff prepare reports and presentations for internal or client-related use.
  • Compiled information from files and research to satisfy information requests.
  • Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.

Duty Manager

PAK'nSAVE Moorhouse
  • Supervised daily operations, ensuring compliance with safety and quality standards.
  • Managed staff scheduling and performance, enhancing team efficiency and morale.
  • Implemented training programs for new employees, improving onboarding processes.
  • Coordinated inventory management, optimizing stock levels and reducing waste.
  • Resolved customer inquiries and complaints, fostering positive shopping experiences.
  • Assisted in financial reporting and budget management, contributing to operational efficiency.
  • Developed promotional displays, increasing product visibility and sales opportunities.
  • Monitored store cleanliness and organization, ensuring a welcoming environment for customers.
  • Managed staff scheduling for optimal coverage, ensuring efficient operations during peak hours.
  • Trained employees in essential job functions.
  • Mentored and supported junior staff members to apply best practices and follow procedures.
  • Supervised and coordinated team to provide guidance and support and maximize performance.
  • Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
  • Developed and maintained strong relationships with customers to increase loyalty, trust and satisfaction.
  • Handled escalated customer issues with diplomacy, ensuring satisfactory resolution while preserving long-term client relationships.
  • Improved customer satisfaction by promptly addressing and resolving guest concerns and complaints.
  • Enhanced team performance by providing ongoing coaching, feedback, and training opportunities for staff members.
  • Oversaw inventory management, ordering supplies as needed to maintain adequate stock levels and minimize waste.
  • Handled employee-related issues to improve performance, professional conduct, and attendance reliability.
  • Maintained a safe and secure environment for guests and employees through regular facility inspections and adherence to safety protocols.
  • Developed strong relationships with key clients, vendors, and business partners to foster a collaborative working environment.
  • Monitored daily financial reports, reconciling discrepancies to ensure accurate accounting records were maintained at all times.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Interacted well with customers to build connections and nurture relationships.
  • Assisted in recruiting, hiring and training of team members.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Managed purchasing, sales, marketing and customer account operations efficiently.
  • Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Conducted regular performance evaluations for team members, identifying areas of improvement and recommending appropriate action plans.
  • Served as the primary point of contact for VIP guests, ensuring personalized service and exceptional experiences throughout their stay.
  • Coordinated with suppliers and vendors to determine availability of required materials.
  • Implemented new procedures to optimize workflow efficiency within the front desk team.
  • Coordinated staff training sessions on new systems or procedures, fostering continuous learning among team members.
  • Initiated plans to improve customer relations, quality standards, and service efficiency.
  • Facilitated open communication among team members by conducting regular meetings and encouraging constructive feedback sharing within the group.
  • Ensured compliance with all company policies, local regulations, and industry standards related to hotel operations.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
  • Monitored daily cash discrepancies, inventory shrinkage and drive-off.
  • Implemented business strategies, increasing revenue, and effectively targeting new markets.
  • Reported issues to higher management with great detail.
  • Negotiated price and service with customers and vendors to decrease expenses and increase profit.
  • Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
  • Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
  • Supervised creation of exciting merchandise displays to catch attention of store customers.
  • Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
  • Implemented innovative programs to increase employee loyalty and reduce turnover.
  • Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
  • Reduced operational risks while organizing data to forecast performance trends.
  • Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
  • Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
  • Raised property accuracy and accountability by creating new automated tracking method.

Customer Care Representative

Pacific Haven Healthcare and Subacute
  • Assisted patients with inquiries and concerns, ensuring a positive customer experience.
  • Managed appointment scheduling and coordination for optimal patient flow.
  • Communicated effectively with healthcare providers to relay patient needs and updates.
  • Resolved billing issues and facilitated payment processes for improved client satisfaction.
  • Maintained accurate records in electronic health systems to ensure compliance and data integrity.
  • Trained new staff on customer service protocols and healthcare regulations for consistency in care delivery.
  • Collaborated with multidisciplinary teams to enhance service delivery and patient care outcomes.
  • Implemented feedback mechanisms to identify areas for improvement in customer service operations.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Assisted call-in customers with questions and orders.
  • Managed high call volume with exceptional professionalism and efficiency.
  • Maintained a high level of product knowledge to provide accurate information and support to customers.
  • Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
  • Navigated multiple computer systems and applications to find information.
  • Streamlined call response times for improved customer experience through effective communication techniques.
  • Logged call information and solutions provided into internal database.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Contributed to team success, consistently achieving call center performance metrics.
  • Actively participated in weekly team meetings, discussing challenges faced as well as solutions implemented towards improving overall departmental performance.
  • Implemented feedback from supervisors to continuously improve performance and enhance customer care skills.
  • Developed effective time management strategies to efficiently handle multiple tasks simultaneously without compromising quality.
  • Delivered comprehensive product support, assisting customers with troubleshooting and usage guidance.
  • Participated in training sessions for new hires, sharing insights on best practices in customer service excellence.
  • Conducted follow-up calls to ensure complete resolution of customer concerns and verify satisfaction levels.
  • Collaborated with cross-functional teams to resolve complex customer issues in a timely manner.
  • Identified opportunities for upselling or cross-selling products during interactions, increasing revenue generation potential.
  • Participated in ongoing training sessions to enhance skills and stay current on industry best practices.
  • Conducted customer satisfaction surveys to gather feedback and identify areas for improvement.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Maintained up-to-date knowledge of product and service changes.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Responded proactively and positively to rapid change.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Investigated and resolved accounting, service and delivery concerns.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
  • Cross-trained and backed up other customer service managers.
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Identified and resolved discrepancies and errors in customer accounts.
  • Trained staff on operating procedures and company services.
  • Resolved associate, tool and service delivery issues revealed by statistical reports.

Education

Level 3, 4 And 5 Tourism - Tourism And Hospitality

School of Tourism
School Of Tourism
08.2018

Accounting -

National University of Samoa
Samoa
12.2006

High School Certificate -

Secondary School in Samoa
National University Of Samoa
09.2003

Skills

Customer service

Active listening

Critical thinking

Data entry

Customer relations

Problem resolution

Relationship building

Call center experience

Computer proficiency

Conflict resolution

Complaint handling

Microsoft Excel

Complaint resolution

Payment processing

Client relations

Customer satisfaction measurement

Professional telephone demeanor

Call center operations

Microsoft outlook

Scheduling

Follow-up skills

Call management

Product knowledge

Paperwork processing

Appointment scheduling

Order processing

Team development

Documentation

Administrative support

Microsoft Office Suite

Microsoft PowerPoint

Data collection

Customer relationship management (CRM)

Prioritization

Staff training

Live chat support

Filing

Customer education

Sales expertise

Order fulfillment

Recordkeeping strengths

Account updating

Research

Account management

Reading comprehension

Service upselling

Office equipment proficiency

Retail store support

Business development

Travel planning

Timeline

Customer Service Representative

New World Supermarket

Receptionist

Jet Park Airport Hotel & Conference Centre

Duty Manager

PAK'nSAVE Moorhouse

Customer Care Representative

Pacific Haven Healthcare and Subacute

Level 3, 4 And 5 Tourism - Tourism And Hospitality

School of Tourism

Accounting -

National University of Samoa

High School Certificate -

Secondary School in Samoa

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Fionna Burton