DEBORAH DARRINGTON

BERWICK DRIVE, RICHMOND HILL, ON

acds8r@r.postjobfree.com

M1R 3X6

647-***-**** CELL

Objective

To bring my proven track record in a customer focused environment to this dynamic company. I am a

highly motivated individual, driven and results oriented with demonstrated leadership and managerial

skills. I have strong interpersonal skills, excellent oral and written communication and presentation

skills, and the ability to influence others and effectively deal with dynamic, complex situations in a

fast paced environment.

EXPERIENCE OVERVIEW

Familiar with customer business needs and the financial markets (Insurance and Banking)

Managed Call Center and Team Leads

Experience using SalesForce

CRM

Manager/Team player with excellent communication skills

Preparing timesheets and payroll

Extremely organized with proven decision making and people skills

Provides strong leadership, mentoring, coaching, counseling and development

Strong sales, influencing and negotiation skills and able to engage and build trust easily

Produced, organized and developed product overview presentations

Designed, implemented, and managed Canadian and International clients

Great problem solving skills

Able to travel and valid driver’s license

Worked with teams of 10 to 100 people

Great knowledge of HR Policies and Procedures

Worked with workforce management to development and ensure appropriate staffing level requirements

are being met and effectively communicated to all staff on an ongoing basis

Assist VP and Director in preparing and/or reviewing monthly and quarterly client summary reports

Respond timely to problems and lead resolution efforts and appropriate corrective action

Participate in scheduled monthly performance meetings

Conduct performance reviews on direct reports

Identify and implement opportunities to reduce client cost and improve operations performance. Lead or

participate in cost functional terms, projects and continuous improvement initiatives that improve

employment performance, morale and leadership skills at the program level

Work with site departmental leaders to actively communicate, support and reinforce the corporate values

and mission statement to all employees

Assist with needs analysis activities in concert with Quality and Training professionals within the site to

identify training opportunities that support continuous performance improvement and career

development goals

Act as point of contact for both Staff and Site director in their absence

Direct reports from multiple department

Full accountability for operational delivery program

Conduct weekly one on one meetings with direct reports as well as regular team/group level meetings

DEBORAH DARRINGTON

BERWICK DRIVE, RICHMOND HILL, ON

acds8r@r.postjobfree.com

M1R 3X6

647-***-**** CELL

Daily review of client measurable KPI’s to ensure monthly performance goals are on target and

subsequently make any necessary adjustments

Hiring, training and development of Employees

Act as leader, coach and mentor for the Team Leaders in order to achieve/exceed client performance

objectives while maintaining a positive employment environment for all team members

Consumer Center

Sales/Customer Service Manager 2010 2013

Key Responsibilities:

• Successfully Started up UK Sales Division

• Manage Sales Agents and Customer Service Manager

• Interview, Hire and train Employees

• Coach and motivate employees ongoing to ensure they are successful and targets are achieved

• Exceed targets on an ongoing basis

• Travel to UK to train employees

• Admin work: Payroll, templates, stats, Salesforce, Ceridian

• Build Process for Call Center and Customer Service

• Trained other divisions employees for quality purposes

• Implement ongoing incentives

• Weekly Coaching Session and Yearly Reviews

• Inbound/Outbound Telesales Calls

Now PrePay

Operations Manager (1 Year Contract) 2009 - 2010

Key Responsibilities:

• Successfully manage an Inbound/Outbound call center that services North America

• Escalation and Orders Input Team along with customer service team

• Manage the inventory warehouse and partner with them to ensure the customer experience is

seamless

• Responsible for Inventory count and ordering products Canada and US

• Successfully oversee Inventory of cards, terminals, downloads, update of new products etc.

• Manage the team to understand and assist the customer with online downloads and technical

troubleshooting

• Build Process and champion training for all new and existing employees

• Hiring staff,development and motivating staff

• Day to Day team administration

• Successfully build and implemented processes for the all departments

Myron Business Gifts

Sales Manager 2005 – October 2008

Key Responsibilities:

• Successfully managed and motivated a team of 13 16 sales representatives

• Managed Team Lead

DEBORAH DARRINGTON

BERWICK DRIVE, RICHMOND HILL, ON

acds8r@r.postjobfree.com

M1R 3X6

647-***-**** CELL

• Developing new accounts, new markets and increasing sales to existing customers

• Managed core and lapsed retention programs

• Assists sales representatives to negotiate and close deals

• Promoted employees to Team lead and other positions

• Assist in recruiting, interviewing and hiring of sales representatives

• Identifies key strategic business opportunities and proactively pursues them for the team

• Built a team of sales representatives that are motivated, hard working, team players who contributes

to the profitability of our organization

• Ensures each sales representative is executing strategic business plan by reviewing and evaluation

the performance and behavior of direct reports on formal and informal basis

Bank of Montreal - Toronto

Sales Manager 2001 - 2005

Key Responsibilities:

• Manager of 30 to 100 sale representative and team leads in the largest profit generation at BMO

• Strong knowledge of key metrics ensuring that all service levels are achieved

• Achieved #1 team sales results – often double sales target

• Selected as example of effective management at corporate Team Leadership Conference

• Promoted nearly 40 people to other corporate divisions vs. team average of 5 people

• Received a Bank of Montreal ‘Bravo’ award from the Vice President of divisions

• Successfully achieved yearly target of 19.5 million

• Over Achieved sales per hour for fiscal year

• Successfully manage 25 – 30 DBM’s daily and team lead, motivation and coaching to success

Bell Canada - Toronto

Sales Manager/Customer Service Manager 1998-2001

Business Center

Key Responsibilities:

• Launched Bell Sympatico High Speed direct marketing center (for business) with two teams of 15 people

as well as 6 people for customer complaints plus team lead

• Exceeded department objectives by 60%

• Pioneered and implemented a new venture relating to customer retention that was adopted throughout

the organization

• Developed incentive and awarded all expense paid trip to Bahamas for revenue results and ‘call quality’

Bell Canada - Toronto

Direct Marketing Associate 1997-1998

Business Center

Key Responsibilities:

• Worked as direct marketer in 160 people Bell Canada Business Division

• Achieved ‘Top 10’ sales results every month, often achieved #1 sales position

• Championed department targets and goals by coaching and motivation co workers in all aspects of

selling process

DEBORAH DARRINGTON

BERWICK DRIVE, RICHMOND HILL, ON

acds8r@r.postjobfree.com

M1R 3X6

647-***-**** CELL

Selected by 160 co workers as Telecommunication Employee Association Representative – union

•

representative

EDUCATION

Nova Scotia’s Teachers College

Truro, Nova Scotia

Crawley’s Business Academy

Halifax, Nova Scotia

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COURSES

Weitz Program

Bell Canada (Time Management/Managing from the Heart, understanding KPI’s/reading stats)

BMO Learning Center (Coaching different personality types/coaching, motivating and management courses)

Hobbies

Volunteer and community work

REFERENCES AVAILABLE UPON REQUEST

Contact this candidate