Sales Customer Service

Ian Woodward

** ******* ******

Toronto, Ontario M6R 1G1

Home: 416-***-****

E-mail: ***.*********@*****.***

PROFESSIONAL EXPERIENCE

April 2012 – Sept. 2012 (Laid off due to restructuring)

Radiant Communications Inc.

Wholesale Services Manager

Responsible for managing existing base of wholesale clients and recruiting new wholesale partners in order to grow the program

Managed day-to-day relations with wholesale partners.

Coordinated with Operations staff to ensure that Wholesale orders and account service issues were managed properly.

Prospected to find suitable new wholesale partners, with an emphasis on US telcos. Engaged in price and contract negotiations with prospective clients.

Helped Wholesale customers to prepare bids.

Produced sales forecasts based on the sales funnels of Wholesale partners.

Worked to expand the range of products available for sale by wholesale clients – in particular, through negotiating network-to-network interfaces to allow wholesale clients to sell managed network via the Radiant network.

2009-April 2012 F3 eBusiness, Inc. Markham, Ontario

Application Advisor

Responsible for sales and account management activities for an open-source web-development company specializing in government and healthcare markets

Managed all existing accounts, renewals and up-selling (400+ accounts).

Responsible for new sales activity - prospecting and closing new business. Managed relations with a 3rd-party sales prospecting company.

Handled all proposals written in response to government RFPs.

Met regularly with clients and prospects to assess their needs, conduct software demos etc.

2007- 2008 Bell Canada (Carrier Services Group) Toronto, Ontario

Associate Director, Voice Access Services

Product Manager for wholesale Centrex, Business Lines and Residential local service

Responsible for product revenue targets and forecasting.Managed all financial, technical, operational and regulatory aspects of products.Directed the launch of a new wholesale local voice product (WLSF) that was forecast to generate approx. 4 million dollars in its first year. Wrote tariff and received regulatory approval, gave sales presentations to key clients, engaged in contract negotiations. Managed product from tariff approval through to full implementation and orders being placed by customers.Represented Wholesale division on project team tasked with designing and implementing back-office changes made necessary by regulatory forbearance. Ensured that Wholesale-specific business requirements were met.Oversaw development of forbearance strategy for Carrier Services Group. Conducted pricing and margin analysis and market study and produced pricing proposals for major wholesale clients.

2001-2007 GT Group Telecom Inc. (Purchased by Bell Canada in 2004) Toronto, Ontario

Associate Director, Loss Prevention

Responsible for fraud detection and prevention, management of Internet abuse issues, revenue assurance, liaison with law enforcement.Managed implementation and ongoing use of Cerebrus fraud-detection system used to prevent abuse of Group Telecom’s voice network. Regularly detected and stopped fraud incidents, thus realizing large savings for the company.Identified revenue assurance issues caused by problems with systems related to customer invoicing.Developed process for handling complaints related to internet abuse (hacking, spamming, etc.) by GT clients. Worked with technical and legal staff to develop policies in this area.Developed policies for handling billing disputes arising from customers’ data services being exploited by hackers.Worked with law enforcement agencies and internal Corporate Security staff to develop processes for handling warrants. Identified weaknesses in internal processes that could be abused by staff – investigated internal fraud incidents.

1999-2001 GT Group Telecom Inc. Toronto, Ontario

Lead Order Specialist

Responsible for supervising provisioning of new customers to Group Telecom’s local, long-distance, toll-free, data and e-commerce services in Ontario.Responsible for the team that provisioned all long-distance and toll-free accounts sold nationwide. Worked on integration of Single Source procedures, products and reporting systems after the purchase of Single Source by Group Telecom.Developed a temporary interim database and produced provisioning and revenue reports for senior management when vendor-supplied systems failed to work as promised.Responsible for cross-training to integrate former Single Source and Shaw employees into Group Telecom processes. Trained front-line Group Telecom service staff to handle calls from former customers of these companies.

1998 - 1999 Single Source Communications Inc. Toronto, Ontario

Manager, Sales EngineersResponsible for converting new clients to Single Source’s local line, long distance and toll-free service. All after-sales, order provisioning, testing, troubleshooting and repair functions were handled by the Sales Engineering department.Joined Single Source prior to its launch. Wrote training manual, created order processing procedures and reporting systems. Hired and trained Customer Service Manager, Sales Engineers, Customer Service Representatives and Administrative staff.Managed the acquisition of the customer base of Centrex Reseller MunicipalTel after that company’s assets were purchased by Single Source Communications.Managed department of a dozen staff.

1997 - 1998 Optel Communications Inc. Toronto, Ontario

Agent Sales CoordinatorResponsible for ensuring that all sales through agent channel are successfully converted to Optel local line, long-distance and toll-free service. Created OASIS (Optel After-Sales Instruction Seminar), a training program on the technical aspects of Centrex resale. Conducted regular seminars for agents and internal sales staff.

EDUCATION

1985 - 1990 Queen’s University – BA, History Kingston, Ontario

Contact this candidate