Experience

Real Estate Homeward Brokerage

• Canada
• Real Estate
• 100 - 200 Employee

• Sales Representative

  • Jul 2016 - Present

  1858 Queen St. E. Toronto



Sutton Group

• Canada
• Real Estate
• 700 & Above Employee

• Sales Representative

  • Sep 2010 - Jul 2016

  Toronto, Canada Area Working as a residential sale rep for a small boutique real estate brokerage that is first off the block to provide all clients with a full range of both digitial and social media marketing.



Royal LePage Signature Realty, Toronto

• Canada
• Real Estate
• 700 & Above Employee

• Sales Representative

  • Apr 2010 - Sep 2010



Bell

• Canada
• Telecommunications
• 700 & Above Employee

• Incident Manager - Service Desk

  • Dec 2007 - Jun 2009

  2007 - 2009 Accountable to an assigned base of National Enterprise accounts in access of $15 - $20 Million for all voice, data and IP trouble reporting and resolution 7/24. This included the management of the client's critical and/or complex service level agreements during the duration of an outage. Controlled all tracking and monitoring during a service incident and managed all contractual requirements. With an eye to adhering to time or network requirements as this could… Show more 2007 - 2009 Accountable to an assigned base of National Enterprise accounts in access of $15 - $20 Million for all voice, data and IP trouble reporting and resolution 7/24. This included the management of the client's critical and/or complex service level agreements during the duration of an outage. Controlled all tracking and monitoring during a service incident and managed all contractual requirements. With an eye to adhering to time or network requirements as this could result in monetary payouts. Responsible for all customer and executive communication through-out the duration of the incident. Client urgency and sensitivity often required further communication through broadcast, text and voice mail messaging. Created, documented and presented all post mortem reports to both executive and technical clients. Deep dive analysis, assessment and recommendations for both short term and long term solutions would be provided. Developed action plans and process development documents which often recommended change of networks, equipment or software affecting current contracts. Teamed with sales for modifications or creation of new contracts often resulting in a 10% - 50% revenue change in existing contracts. Managed the monthly standard metrics report creation and analysis for service assurance. This could include chronic resolution planning and trouble management with a view to the adherences of Service Level Agreements and Service Level Objectives. Show less



Bell

• Canada
• Telecommunications
• 700 & Above Employee

• National Service Director

  • Jan 2000 - Jan 2007

  Accountable to an assigned base of National Enterprise accounts in excess of $15-20 Million for all voice, data and IP trouble reporting and resolution 7/24. This would include both the service management and all post sale customer care elements. Liaisoned between Bell and clients, primary to optimize client's data and voice networks by using information technology to help retain, and when applicable grow or improve the clients business. This was done through monthly service meetings… Show more Accountable to an assigned base of National Enterprise accounts in excess of $15-20 Million for all voice, data and IP trouble reporting and resolution 7/24. This would include both the service management and all post sale customer care elements. Liaisoned between Bell and clients, primary to optimize client's data and voice networks by using information technology to help retain, and when applicable grow or improve the clients business. This was done through monthly service meetings where the customer would discuss their initiatives and Bell would then advise on recommended courses of action Developed and implemented customer service strategies (service plans) and business processes to support service delivery to customers. Initiated business cases to support and deliver incremental customer care and operational requirements. Advocate for the client; managing partners, vendors and suppliers to deliver optimal client loyalty on a global basis. Set, managed and communicated expectations for all and when necessary was the single point of contact for the client when the appropriate resource was unable to assist. Teamed with the Enterprise Help Desk during incidents and escalations to resolve all issues in a timely fashion and when necessary helped develop and implement with the Help Desk process improvement procedures as required Consulted and assessed on presales processes including RFP/RFQs, SLAs and contracts Advised on any customer care/service assurance elements that many need to be managed during the life cycle of the contract

• Data Client Representative

  • Jan 1990 - Jan 2000

  Ensured complete customer satisfaction in response to requests for data orders including data, mega, frame relay and broadband orders. Assessed customer problems and needs. Promoted increased sales on existing requests. Coordinated with various departments internal to Bell to ensure service was provided on a timely basis. Maintained and reconciled billing and other customer account information.

• Operator 611 Repair

  • Jan 1986 - Jan 1990

  Worked as part of a team of operators to evaluate and create tickets associated with both small business and residential trouble reports. Managed and coordinated activities associated with the daily list of restorals and denials from the Collection/Billing group.