Experience

Super Save Group

• Canada
• Construction
• 100 - 200 Employee

• Director of Customer Service & Inside Sales

  • Apr 2014 - Present

  Responsible for a unified customer service strategy to address challenges and provide innovative solutions in the Customer Service space. Operating in an entrepreneurial environment, driving to continuously elevate the service levels by implementing defined processes and metrics. Key Responsibilities: Hire, train and develop the Inside Sales team to exceed monthly revenue quotas - Determine customer requirements and maintain customer satisfaction - Work closely and collaboratively to provide support and solutions to Sales and Operations to ensure timely and appropriate field problem resolution - Find and implement opportunities for process simplification and customer experience improvements; I.e. Customer Care Forms, email tools for tracking, etc. - Partner with the senior management team to align customer service department policies and systems with the company's objectives, and ensure customer expectations are met - Focus on helping the team improve their skills and knowledge through day-to-day coaching Show less



School Specialty

• United States
• Education Administration Programs
• 700 & Above Employee

• Marketing Manager

  • 2009 - 2014

  Develop and implement an integrated marketing plan for seven categories to support business objectives and increase customer engagement. Planned and coordinated targeted sales promotions wrote and designed key collateral including: brochures, website content, and email broadcasts.Selected accomplishments:• Awarded the 2011 School Specialty Chairman Award (Only given to 10 individuals out of 2,000 employees for outstanding contribution to the company)• Led negotiations with key vendors resulting in savings of $180,000 annually• Launched Customer Loyalty Program• Delivered online promotional campaigns resulting in brand awarenessResponsibilities:• Established strategic annual marketing plan to achieve corporate objectives• Proficient in quantitative analysis driving actionable recommendations• Managed all national internal and external communication• Prioritized multiple & simultaneous projects in order to meet company’s objectives• Wrote creative briefs that clearly communicate campaign strategy, program objectives, audience,timeline, budget and success metrics• Managed the production of online and offline materials Show less

• Director of Customer Care, Planning and Production

  • 2004 - 2009

  A highly experienced, energetic, results oriented manager with extensive experience in client relations, order fulfillment and customer support. A strong leader with a proven track record in procedural improvements, training, development and staff management ranging from 19 up to 35 associates. Expertise in developing strong customer/employee relationships leading to improved retention, increased business productivity and profitability.Selected accomplishments:• Manage the production of 3.4 million customized agendas with a 99.2% customer satisfaction rate• Champion and facilitate Lean activities related to Rapid Improvement Events (RIEs) The RIE’s led to increased operational efficiencies.• Selected by General Manager to successfully lead the training and change management of a major system implementation.• Negotiated key vendor contracts which increased profitability• Awarded the 2010 General Manager Award of ExcellenceResponsibilities:• Lead, develop, train, hire new team members in customer care, order entry and production• Collaborated with Sales Manager to create and drive marketing campaigns• Effectively supported Canadian Sales force through 7,500 appointments set annually• Managed order entry of 28,000 customized orders annually• Developed departmental standard operating procedures for Langley and Montreal locations• Wrote internal and external communications including, company memo’s, employee newsletter, email broadcasts and request for proposals• Designed key collateral• Event management - sourced site locations, negotiated contracts with hotels, travel arrangements, food & beverage, entertainment, program for sales conferences Show less



Premier School Agendas

• Langley, BC

• Office Manager

  • 1998 - 2004

  Superior communication, organizational, and customer service skills and the ability to proactively problem solve and create efficiencies in office processes. A dynamic approach to customer service and a lead-by-example management style. Experience facilitating and managing working relationships with multiple partners/teams, both internal and external to the business. Responsibilities: • Recruit, train and appraise staff of 10 team members • Ability to communicate effectively with diverse levels, skill sets and functions. • Implemented cost-reduction strategies • Managing the production of materials, such as sales tools, presentations • Created a respectful office environment with improved employee retention • Developed a customer-focused culture throughout the location. • Enhanced leadership skills of direct reports Show less