Consumer service including product information, orders, complaints, returns and customer resolution. Order management, input & shipping for Gift Store & Hospitality industry customers. RMA/RGA and claims input. Support sales reps & customers with product availability, order status & tracking. Resolve shipping issues. Assist warehouse with labeling during peak order periods

Providing service and alarm monitoring to CCTV and access card customers

• Investigated and resolved second level customer service issues through phone and email.• Tracked and addressed problems or issues arising from first level customer service performed by outside call centre.• Reviewed transactions for trends and suspicious activity.• Liaised with merchants to address consumer transaction issues.• Reconciled processed transactions to bank records, tracked and resolved outstanding suspense items.• Researched AML, CFT and Risk issues in preparation for completion of Compliance Manual.

• Managed 14 direct reports, distributed work and provided mentoring and coaching to staff focusing on individual strengths.• Handled high volumes of escalated issues and resolved to the best possible outcome for 200 branches.• Championed the development, and successful implementation of a team performance metrics board to allow staff autonomy in distribution of work.• Completed semi-annual performance appraisals that recognized strengths and developmental opportunities, and made recommendations that best suited the individual.• Proactively coached to ensure that performance issues were addressed in a timely fashion. • Successfully transitioned several employees to other roles through the performance appraisal and personal development plan processes.• Organized discussion meetings and utilized team building exercises to raise employee satisfaction score from below average to a15% increase that was maintained.