Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Alicia (Nym) Tourangeau

Southgate

Summary

Dynamic customer service professional with a proven track record, excelling in cash handling, and active listening. Successfully trained new employees and enhanced client satisfaction through effective problem-solving. Recognized for fostering a positive work environment and consistently meeting service standards.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Shift Leader

Biggby Coffee
Allen Park
12.2024 - Current
  • Trained over 12 new employees on shift operations and customer experience enhancement through hands-on instruction.
  • Supervised team of 5 to 6 employees, fostering a positive and productive work environment.
  • Informed management of low or expired inventory to ensure timely supply replenishment.

Member Service Rep.

Zeal Credit Union
01.2022 - 01.2023
  • Leveraged extensive product knowledge to deliver exceptional customer service and enhance client experiences.
  • Collaborated with team members to improve service quality and exceed client satisfaction rates.
  • Resolved member issues through effective communication and problem-solving strategies.

Customer Service Representative

House of Pets Inc
Garden City
07.2019 - 05.2021
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Contributed innovative ideas and solutions to enhance team performance and outcomes.
  • Maintained updated knowledge through continuing education and advanced training.

Assistant Manager

Best Friends Pet Care
01.2017 - 01.2019
  • Engaged with high volumes of customers daily, prioritizing satisfaction and positive interactions.
  • Supervised daily operations to meet performance and service standards.
  • Assisted customers in resolving account and service issues through education on processes.
  • Planned schedules and delegated tasks to ensure adequate coverage and service delivery.

Education

Bachelor of Science - Integrative Biology, Neurobiology and Animal Behavior

MICHIGAN STATE UNIVERSITY
MI, USA
01.2019

Skills

  • Cash handling
  • Microsoft Office
  • Scheduling software (ie, Google Calendar)
  • Active listening
  • Self-motivation
  • Punctuality
  • Professionalism

Certification

  • Technical Support Fundamentals - Google
  • The Bits and Bytes of Computer Networking - Google
  • System Administration and IT Infrastructure Services - Google

Timeline

Shift Leader

Biggby Coffee
12.2024 - Current

Member Service Rep.

Zeal Credit Union
01.2022 - 01.2023

Customer Service Representative

House of Pets Inc
07.2019 - 05.2021

Assistant Manager

Best Friends Pet Care
01.2017 - 01.2019

Bachelor of Science - Integrative Biology, Neurobiology and Animal Behavior

MICHIGAN STATE UNIVERSITY

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