PERSONAL PROFILE
I have over ••••• years experience in management and Customer service. With strong team building and sales skills.•••••FORMAL EDUCATION: •••••September ••••• June ••••• Degree in Business Management
Oultons Business College Moncton, New Brunswick•••••September ••••• June ••••• Universit de Moncton
•••••Moncton, New Brunswick
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Accredited courses- Accounting, French, English, Math,
•••••Management, Marketing, Translation, Economics, Law,
•••••Political Science, Psychology and Philosophy.•••••WORK EXPERIENCE•••••October ••••• March ••••• Sales Representative
(Contract)•••••Bell Aliant
•••••Moncton, N.B.
•••••
Position included•••••Achieved sales targets, issued service orders, handled
•••••Inquiries & adjustments to accounts. Interfaced with
•••••Technicians, dispatch, proactively promoted products
•••••& services. Dealth with irate customers, participated
•••••in weekly team meetings, maintained product & service
•••••knowledge which was subject to continual change.
••••••••••December ••••• Sept ••••• Trainer/Manager
••••• Fenety Marketing Inc.
•••••Moncton, N.B.•••••Position Included Management of daily operations and administrative work for the residential department. Dialler and project programming. Hiring and training of new employees including follow-up coaching and monitoring of all employees. Human resources related issues, such as administration of payroll, team management and motivation.•••••August ••••• November ••••• MIT (Manager in training)
•••••Northern Reflection
•••••Champlain Mall
•••••Moncton N.B.•••••Position Included Interpreting reports, closing reports, deposits, Customer service, coaching, sales and layouts. Northern Reflection is a retail-clothing store for woman.•••••
September ••••• June ••••• Manager of Operations
•••••Fulford Enterprises
•••••Moncton NB•••••Position Included Start-up of an outbound and inbound call centre. Responsible for daily administrative functions, including recruitment and training of employees on company policies, procedures and sales programs. Scheduling for 7/••••• operations with supervision of two team leads, administration support and
telemarketing agents. Experience with up to fifty seats inbound and outbound call centre.•••••April ••••• August ••••• •••••Corporate Trainer
•••••ICT Group International Call Centre
•••••Moncton, N.B.•••••Position included Training all new employees on corporate policies and procedures. Training on sales techniques and customer service skills. Employee training also included voice inflection, proper script usage and adherence. Upgrading and refresher training for existing employees for skill and performance improvement. On floor coaching and team building were major parts of this position. Other duties included maintaining a current employee database and completion of required corporate documentation. Oversaw administration and requisitioning of training materials and documentation.•••••March ••••• April ••••• •••••Operation Supervisor (Verification QA Department)
•••••ICT Group International Call Centre
•••••Moncton, N.B.•••••Position included Supervision of verification department employees, ensuring staffing to match predicted sales that were to be audited. Interpretation of authenticity and legality of sales according to quality control standards and client products, manual verification of sales against computer reports, maintaining and balancing budgeted hours vs. per hour, and training of new employees in the verification department.•••••LEISURE ACTIVITIES Skiing, Camping, Music and Reading.•••••REFERENCES: Available upon request.