Adam Stetina

Experience

• 

  Loblaws

  May 2014 - Dec 2019

  • Walked through the department multiple times each shift to evaluate and correct issues such as cleaning and stock replenishment needs• Established and optimized schedules to keep coverage and service in line with forecasted demands• Met store targets consistently and earned $50,000 in profits year over year by keeping shrink levels low and keeping stock levels high• Helped customers complete purchases, locate items, and join reward programs to promote loyalty, satisfaction, and sales• Led and developed a team of 15, including providing training to support skill set growth• Evaluated data on stock levels, customer sales and other factors, assessed trends, and reported on findings to help senior management make effective operational decisions• Provided coaching to staff on strategies for handling difficult customers and challenging situations Show less

  • Assistant Night Manager

    Feb 2017 - Dec 2019

  • Customer Sales Clerk

    May 2014 - Feb 2017
• 

  PepsiCo

  May 2018 - Nov 2019

  Merchandiser & Customer Sales

  • Worked with managers and advertising directors to optimize promotions and increase consumer engagement• Organized store merchandise racks and displays to promote and maintain visually appealing environments• Stocked merchandise at each visited store, clearly labelling items and arranging according to size or colour,• Answered customer questions regarding store merchandise, department information, and pricing

• 

  Mopify

  Jun 2018 - Nov 2018

  Subcontractor
• 

  Instant Brands

  Dec 2019 - Mar 2024

  • Drive transformational change through leadership in crucial process improvement projects, ensuring commitment to excellence and effective customer experiences• Utilize computer system and modify reports to track productivity and quality of CSR’s performance• Assist the management team with the daily operation of the call center including the development, analyses, and implementation of policies and procedures• Support the department hiring initiatives, including staffing, training, scheduling, and reward/recognition programs• Handle inbound, outbound, and escalated calls to provide one-on-one guidance to support team members' growth• Perform ongoing process improvement projects, including the SMS messaging implementation, chat implementation, and setting territory rules for integrating international teams into Salesforce• Created and updated workflow to improve efficiency for team members, including developing a customer screen flow which mirrors the account and pastes it on the case object, resulting in a reduction in clicks and potential email mistakes• Cleaned up security flaws with duplicate profiles, users, and hundreds of permission sets, including eliminating duplicates Show less • Conferred with customers about concerns with products or services to resolve problems and drive sales performance• Maintained current knowledge of applicable sales and product changes in order to provide the best possible customer service • Utilized professional sales techniques to persuasively communicate with clients according to their purchasing needs• Coordinated timely responses to online customer communication and researched complex concerns• Conducted thorough research using diverse resources to assist co-workers with routine tasks• Enhanced internal resources that improved overall knowledge and efficiency between colleagues Show less

  • Senior Customer Care Team Lead

    Jan 2023 - Mar 2024

  • Customer Care Team Lead

    Sept 2020 - Jan 2023

  • Customer Care Advisor

    Dec 2019 - Sept 2020