Stephen Emery Email & Phone Number

Burnaby, Bc

• Orient, Train, Monitor & Coach Staff and provide direction for the further improvement of the customer’s experience. • Performs product inventory in accordance with established policies and maintains related records.• Greet and assist customers with product selection and ensuring a positive “Moment of Truth” experience. • Responsible for Opening & closing the store & performing duties such as placing and removing signage, opening and closing tills, unlocking and securing the store. • Operating the P.O.S Systems and processes cash, debit card, and credit card sale transactions. Also responsible For authorizing returns outside normal London Drugs parameters. • Maintaining the cleanliness of the store by ensuring that staff follows proper London Drugs procedures.

Port Coquitlam, Bc

• Answering large amount of incoming calls, taking customer orders & resolving any questions retailers or customers May have. • Explaining the difference of the variety of Walkers & other products we have & answering an technical questions that arise about the Products the company has. • Responsible for Warranty issue regarding the company’s products, & explaining how to resolve these issues to the company’s retailers. • Following up with all orders including back orders with customers sending appropriate paperwork to notify customers. • Continuing to raise the standard of customer service expected with the company’s retailers as well as the individual customers. • Using my customer service skills to troubleshoot various situations & answer any & all questions to the best of my ability.

• Responsible for overseeing CSR staff including Coaching & Education in applying more successful Customer Service techniques. • Educating Customers on what types of Waste Removal Bins to use either Roll-Off or Front End depending on their needs. • Explaining the importance of proper etiquette when answering the phone when dealing with customers. • Strong understanding of various Waste & Recycling services available & passing this knowledge onto our customers. • Ensured that proper follow up procedures were done with New & Current customer to ensure customer satisfaction. • Continually upheld the integrity of the company & the industry by delivering what was promised at all times.

Surrey, Bc

● Responsible for explaining Basics of Customer Service & POS Systems to Immigrants.● Teaching De-escalation techniques for dealing with difficult customers. ● Explaining the importance of proper communication skills & Non-Verbal Communication & it’s importance when interacting with customers. ● Teaching proper cash handling techniques & the importance of end of day balances. ● Explaining proper safety precautions in case of theft & the steps to take to secure their safety. ● Explaining the needs of customers & why it is important these are met. ● Explaining the concept of “Moments of Truth” & how they affect customer perception. ● Explaining the Sales Process & outlining the steps to succeed in Retail.

* In-depth knowledge of the eBay site both within Canada & the US. * Extensive knowledge of eBay policy in how it relates to listings on the eBay site.* Extensive PayPal Training & in-depth knowledge of PayPal policy. * Responsible for all CSR related duties in relation to customers accounts & answering any & all questions to the satisfactory experience of the eBay member. * Responsible for correct data entry with regards to customers accounts, taking correct notes regarding their issues & how I resolved them. * Responsible for correctly explaining eBay policy to members & educating them on how to avoid further violations in the future.

* Responsible for interviewing & recommendations for possible new hires to my Manager.* Trained new staff on basic operations & CSR related duties, over saw junior staff. * Coached staff when needed on how to improve performance, carried out disciplinary action when required. * Responsible for all POS related operations & Cashiering responsibilities, as well as training new & junior staff in these areas. * Used Positive Reinforcement constantly to help improve staff's opinion of their performance.* Recommended deserving staff of special awards or promotions were it was warranted. * Troubleshooting angry or upset customers & providing an example of work ethic to all staff.

* Responsible for all aspects of daily patient care.* Administered treatments as directed by the Nurse of Physician. * Observe patients conditions, immediately reporting any changes to attending nurse. * Maintain inventory by storing, preparing & issuing supplies as needed. * Used empathy to comfort families when dealing with the illness/death of a loved one. * Utilizing conflict resolution techniques and physical as well as non-physical methods of intervention during episodes of crisis or Code White situations. * Managed staff for Code White Team, supporting & coaching staff when needed. * Carried out disciplinary action when required, reporting any break of etiquette to my superiors.

* Responsible for all aspects of daily patient care.* Administered treatments as directed by the Nurse of Physician. * Observe patients conditions, immediately reporting any changes to attending nurse. * Maintain inventory by storing, preparing & issuing supplies as needed. * Used empathy to comfort families when dealing with the illness/death of a loved one. * Utilizing conflict resolution techniques and physical as well as non-physical methods of intervention during episodes of crisis or Code White situations. * Managed staff for Code White Team, supporting & coaching staff when needed. * Carried out disciplinary action when required, reporting any break of etiquette to my superiors.

Highschool, English

Healthcare Certification, Health Services/Allied Health/Health Sciences, General