Customer Service Sales

KATHERINE GORKA

** ******* **, ********, **, L*Y 5M9

Tel: 905-***-**** Email: *********.*****@********.**

PROFESSIONAL PROFILE

A self-managed and result-oriented individual with seven years of experience in Client Relations, Project Management, Training and Development, and Product Launch. Strategic manager with strong interpersonal, communication, problem solving and decision making skills. Ability to establish and maintain strong alliances; lead and motivate teams; drive projects to successful completion. A resourceful and result-oriented team player with integrity and professionalism. Possess excellent communication, interpersonal and decision-making skills together with a positive approach to problem solving.

EMPLOYMENT EXPERIENCE

The Princeton Review, Toronto, Ontario September 2011 - Present

Director of Operations

OPERATIONS MANAGEMENTGuide staffing and operational aspects of The Princeton Review test preparation courses through proactive planning and analysis: overseeing all course and small group instruction staffing, ensuring classes and marketing events are properly staffed and scheduled, maximizing teacher availability and customer experience while minimizing costWork with Area Executive Director, Operations to achieve the financial and quality objectives, maintaining teaching expenses within budgetary constraintsOversee all teacher payroll processing and approvalMaintain quality of teachers by participating in teach-backs, monitoring evaluations, observing classes, and executing regular performance reviewsMaintain up-to-date teacher data in course administration, financial and HR databases Work with Executive Director and Training to audit teacher pool, forecast recruitment and training quotas and identify specific training needs in candidatesOversee all key customer service procedures, supervise part-time office workers and internsAttends to inbound calls from prospective students and clients, explains course specifics to prospects and introduces potential learning plans and tutoring packages tailored to specific needs of the client

Investors Group, Markham, Ontario November 2010 – September 2011

Financial Consultant

BUSINESS AND TECHNICAL RESPONSIBILITIESConducting in-depth reviews of clients’ financial circumstances, current situation and future goalsAnalyzing information and preparing plans best suited to individual clients' needsProviding clients with information on new and existing products and services, assisted clients in making informed decisionsTalking to groups and individuals about personal finance through cold calling techniques, sales booths, pavilions and individually organized seminars.Researching information from various sources, including providers of financial productsLiaising with other professionals, such as real estate agents, accountants and lawyersProducing financial reports;Contacting new and existing clients with news of new financial products or changes to legislation that may affect their savings and investments

H&M, Ontario, GTA September 2005 – April 2010

Administrative Manager

OPERATIONS MANAGEMENTEnsure smooth operations by orienting new and existing team members on company’s policies and quality control standardsManage account reconciliation, including daily verification and correction of monetary accountsResearch and correct cash differences following up with management and loss preventionConduct on-site meetings, discussing project progress with team and troubleshoot and resolve any issues/problems impeding smooth workflowDetermine weekly sales goals and sales per hour for store by evaluating previous years sales and current events

TECHNICAL SALES TRAINING AND DEVELOPMENTSimplify manuals and standardize training materials; provide product knowledge training to all new recruits, including all administrative managers, to keep them informed of new product development, product launches, technical requirements and specificationsMaintain a high degree of morale and efficiency by providing ongoing support and motivation to team members Organized customer service training for team members on importance of attending to customer needs and dealing with high stress situations appropriately.

EDUCATION

UNIVERSITY OF TORONTO, Toronto, Ontario 2010

HBA, Economics, Human Resources and Industrial Relations, French Completed courses in: micro and macroeconomic policy, labour economics, organizational behaviour, industrial relations, precarious labour and globalization.

OTHER TECHNICAL TRAININGCanadian Investment Funds CourseInstitute de Touraine, French LanguageOxford Seminars, Teacher Training Certification Course

VOLUNTEER EXPERIENCEWilliam Osler Health Centre, Emergency RoomDufferin Peel Catholic School Board, Teaching AssistantUniversity of Toronto, AccessAbility and Resource Centre

LANGUAGESFluent in Polish and Portuguese

REFERENCES ARE AVAILABLE UPON REQUEST

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