Sales Customer Service

Jason Granholm *************@*******.***

***-**** ******** ****** *: 604-***-****

Burnaby, BC V5H 1H7 H: 604-***-****

Profile

Sales Professional with a Bachelors of Business Administration Degree from Capilano University with a

Diploma in Advanced Marketing. Experience working in an office setting, as well as over twelve years in

customer service and sales. Excellent at prioritizing multiple tasks and overlapping schedules. Created,

developed and targeted marketing material for high end clientele to increase sales. Mentored and trained new

employees. Calm and friendly demeanor; works well independently or as part of a team. Quick and accurate

decision maker with a vast experience in working under pressure with tight timelines. Advanced user of

computer hardware and software, including Windows, Microsoft Office, Word, Excel, Powerpoint, Outlook,

CRM and in-house software. 65+wpm.

Professional Experience

Sales Manager and Senior Client Advisor 2011-Current

EXPRESS PARDONS, Vancouver, BC

• Hired and trained new employees in the sales process of Canadian Pardons, record Purges and US

Entry Waiver applications, including liaising with Police and RCMP, courts and the Parole Board of

Canada.

• Used my superior verbal, written, and sales skills to become the leading Sales client advisor after just

two months, then promoted to Sales manager after eight months.

• Created a full sales training program and training manual, and utilized it when training new employees

including sales script and telegraphed responses.

• Developed and implemented the company’s telephone queue systems and incoming call hold prompts

and scripts as well as created differentiated departments and re-organization within the company.

• Provided support and ideas for e-commerce sales forms, pricing plans, and simplified checkout process

to achieve higher online transactions and conversion rate.

• Successfully determined client eligibility based on their criminal record, explained and sold appropriate

services required; provided support during application startup, and overcame all types of client

objections.

• Developed a superior level of customer service standards for the processing department as well as

developed scripts for overcoming difficult client complaints.

• Helped transform a three year old company to become the largest pardon processing company in

Canada.

• Broke the company record for monthly sales the first month on the job. Also broke the daily high

record for number of sales, and have raised the record multiple times since. Increased the average

telephone conversion rate from approximately 25-30% to over 80%, while cutting our marketing

budget in half to increase company profits.

• Provided IT support for computers/email/CRM database, software, and phones for the entire office.

• Created online advertising, blogs, and coupons to promote sales.

Referee In Chief/Head Ref - Referee and Linesman 2003 – 2012

SEVERAL HOCKEY LEAGUES, Lower Mainland, BC

• Lead and communicated effectively and directly with players, coaches and spectators to ensure clear

understanding, and promote safety and reduce incidents among players.

• Knowledge of the rules, regulations, policies, bylaws, procedures, and techniques applicable to the

game.

• Was promoted to be Referee In Chief/Head Referee; manages player complaints, suspensions, referee

training and evaluations; also in charge of scheduling over 40 referees.

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• Work from home office and created an online database for schedule, rules, updates and referee

contacts.

• Officiated several leagues including NSMH, VIHL, NSIHL.

• Required to evaluate situations make quick decisions and guarantee safe and fair play for all

participants.

• Refereed up to 13 games per day; frequently refereed up to seven hockey games back to back.

• Had the reputation and privilege to be asked to referee in tournaments such as Provincials and Narch;

one of the top paid referees in the VIHL and NSIHL.

Professional Experience continued

Financial Customer Service Representative 2010-2011

TD CANADA TRUST, North Vancouver, BC

• Performed financial responsibilities such as handling cash deposits, withdrawals, bill payments, wire

transfers, account transactions and account maintenance while providing superior customer service.

• Attended rigorous ongoing training for current financial fraud schemes and loss prevention.

• Trained to be knowledgeable with Bank and industry codes of conduct and with securities laws and

regulations, and maintained privacy and confidentiality of clients.

• Handled large amounts of cash while unsupervised, as well as supervised co-workers and management

handle large amounts of cash.

• Was one of the select few trusted with the combinations for all safes and vaults.

• Engaged in banking security procedures and protocols to ensure full compliance and KYC.

• Maintained excellent customer service during peak hours and stressful understaffed situations.

• Searched for sales opportunities in an accurate and efficient manner while surpassing all sales revenue

and referral goals, and promoted to handle large business accounts.

Sales Agent Professional 2007 – 2009

GOT JUNK?, Vancouver, BC

• Collaborated and scheduled leads with various customers and professionals using CRM software in an

accurate and efficient manner, to ensure efficiency for customers and franchise partners.

• Achieved over $1.3 million in additional revenue for the company by implementing specific sales

strategies

• Performed sales duties and demonstrated ability to sell services on an international level in a

professional manner.

• Attended extensive training programs, and implemented sales techniques to ensure maximum results.

• Consistently exceeded company and personal sales targets to secure top sales position.

• Utilized custom in-house software to track and maintain client base effectively, and thoroughly.

• Dispatched same-day jobs to franchises, ensuring efficient and convenient service for clients.

• Structured and customized sales scripts to enhance customer experience.

• Mentored new employees in sales techniques, procedures and protocols to improve their results.

• Took initiative to assess and identify customer’s needs to guarantee excellent rapport.

Broker’s Assistant 2007

BARCLAY STREET REAL ESTATE, Vancouver, BC

• Successfully wrote ad material for specific real estate products and photographed same for

advertising and promotional purposes.

• Completed quarterly office space surveys for vacancies in downtown commercial AAA, A, B and

C class buildings using Microsoft Excel, for BC Business Magazine and local newspapers.

• Composed letters, and assembled and sent investor information packages, and marketing material with

current market information to high profile clients, proposing investment opportunities.

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• Overhauled, developed, compiled, drafted and continuously amended database information.

• Input and updated information to contact spread sheets, and also updated ACT database contacts with

additions, amendments and deletions, creating ease of access for supervisors.

References Available Upon Request Page 3 of 5

Jason Granholm C: 604-***-**** / H: 604-***-****

Professional Experience continued

Software Quality Assurance Evaluator 2006

ELECTRONIC ARTS, Burnaby, BC

• Participated in new team called X-Test which was the largest internal team in the company.

• Was a point of contact for database management for supervisors and programmers.

• Met deadlines and followed instructions quickly and effectively.

• Performed comprehensive testing on software for defects and submitted reports to software engineers.

• Worked on several testing projects, tasks and gaming platforms simultaneously.

• Assured the highest quality of work for the best final outcome.

• Successfully evaluated products; resulted in the following product releases: Need For Speed Carbon,

NHL 07, NBA Live 07, FIFA Soccer 07, FIFA Euro Cup, Sims Pets.

• Signed confidentiality agreement and strictly adhered to its content.

Sales Associate 2000 – 2006

SPORT CHEK, West Vancouver, BC

• Generated and achieved high sales volume in the store and was consistently in the top three employees.

• Specialized in all sporting goods equipment sold in store and demonstrated professional service.

• Highly trained in sales of all sports equipment and assisted with training and mentoring new

employees.

• Engaged customers to determine their needs and matched them with the correct products appropriately

with excellent results.

• Maintained and organized merchandise stock in the department, and setup advertising displays.

• Repaired and maintained sporting goods brought in by clients, and educated them on proper care.

Education

Bachelor of Business Administration Degree 2006

CAPILANO UNIVERSITY, North Vancouver, BC

• Obtained 120 credits with a GPA of 3.62 (A-average) over final 8 semesters.

• Additionally received: Diploma’s in Advanced Marketing, Business Administration with a focus on

Management and Sales.

• Courses include: Management, Leadership, Professional Selling, Accounting and Finance, E-Business,

Business Administration, Business Computing, Economics, Communications & Internet Marketing.

Canadian Securities Institute

• Successfully completed Canadian Securities Course.

WorkSafeBC

• Successfully completed Occupational First Aid Level 1. 2010

Interests

• • •

Hockey Sports Computers

• • •

Technology Reading Self Improvement

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