Customer Service Sales

Denis Dion

***, ***** ** ******

Verdun. Qc. H*E 1P9

Tel. Mob: 1-514-***-**** e-mail: abqdvz@r.postjobfree.com

Professional objective:

To contribute to the success of a World Class Telecommunication Business by carrying out a senior management or consultant position within the Sales, Marketing, Business Development or operational areas.

Highlights:

More than 19 years of experience in the telecommunication industry at various management positions including 7 years in new Start Up International projects.Regional Sales Manager - Bell Canada (Telecom & IS/IT solutions)General Manager for an International VoIP Service provider. (Brazil)V-Pres Business Development – BrazilianVoIP Telco (Brazil)Sr. Director Marketing – Product and Service Development and Sr. Director Business Development (Brazil and Mexico)General Manager Operational areas. - Business Sales, - Telemarketing, - Customer Services - Public Telecommunications Services (Pay Phones & 9-1-1 Services).General Manager – Call CenterChief Project – Business Processes Re-engineeringManager – Finance & Pricing

Experiences and skillsBusiness Development – Account Development and ManagementCoaching, development and motivation of Sales professionalsDevelopment and implementation of Business Financial Plans, Marketing Plans, Project Plans, Sales & Distribution Channels Plans. Prime responsible for a Corporate Pilot project Customer Care oriented. Negotiations of strategic alliances and partnerships. Negotiations of Interconnection agreements and related SLAsDevelopment and Implementation of Telecommunication’s Products and Services.Development of Business rules and Business processes.Management of Call Centers activities (Customer Care and Telemarketing - Residential and Business Market)Management of Sales Forces & Distribution Channels - Residential and Business MarketExperience in strategic Business Development and Marketing positioning for the start up and market entry of four International Telecom Business Ventures in Brazil and Mexico.Management of Sales force and development of Regional strategic Sales plans Planning & implementation of functional organizational structure for start Up companiesHiring, development and coaching of employees (transfer of knowledge)Development & Implementation of Strategic Business Models & Marketing Plans adapted to the market environment of various countries and culturesDevelopment of Monitoring & reporting tools (KPI, CRM, QoS, Performance tracking, Call Center report)Presentations to Executives and presentations at conferences/seminars Good Communications oral and written – 4 languagesComputer skills (Windows suite)Financial analysis and ROI evaluation

Detailed Professional working experiences:

Bell Canada - SMB Regional Sales Manager June 2005- September 2008

Responsibilities:Management of Sales force addressing the Mid Market segment Business Customers, with Telecommunications and IS/IT solutions.Direct involvement in main projects/deals for the positioning of Bell’s solutionsLeader of a Pilot project dedicated to the improvement of customer experience (Mass and Mid Market Business segment)Responsible of the relation with the Business Communities and municipalities for the South shore areasHiring new employees for the Sales organization

Achievements:Sales results: + 6 % ( 1.5 MM) over the objectives for 2005 (Results were –3% in June 2005) and on target with the aggressive growth rate for the other years.Leader of 2 main deals resulting in sales of 950 K$.Success of the Pilot project (4 months): + 5% of customer Satisfaction, + 10% employee satisfaction, + 3% operational revenue, -3% operational expenses.

Net2Phone do Brasil - General Manager April 2003-December 2004

Responsibilities:Opening of N2P do Brasil and related organizational structure and facilities in BrazilNegotiations of strategic partnerships with Brazilian Telecom. operators. (Sales of N2P hosted solutions to Telco and Cable Co).Production of the Business Models & Marketing PlanDevelop and implement N2P Network footprint in Brazil (Phases)Develop and execute Business plan for N2P positioning and market entry in the Brazilian Market Contract elaborations and negotiations (partners and Distributors)Negotiations of Interconnection agreementsContract negotiation and implementation for Importation and Distribution of N2P VoIP Equipments/devices Hiring and training of the managers

Achievements:Negotiations and implementation of strategic alliances with 3 major Telecom. Operators to commercialize, under their respective license, N2P’s VoIP service applications across Brazil. Development of Distribution Channels. Enrollment of seven Main Distributors and 10 sub-distributors (totalizing more than 175 Sales agents) to promote and sell VoIP services across Brazil.Implementation of Business Models, business rules and business processes adapted to our partners and to the Brazilian environment (administrative, regulatory)Launch of the Services (Phase I) completed in July 2004.

TVB Communications Brazil -V.Pres. Business Development April 2001-March 2003

Responsibilities:Production of the Business Plan & Marketing PlanDevelopment and Implementation of TVB VoIP Products/Services portfolio.Negotiation of strategic alliances for the corporate network (National and International)Development and implementation of strategic commercial partnerships with Brazilian licensee operators and development of Distribution Channel alliances with various National/Regional Telecommunications service related providers. Re-structure of the commercial activities, customer service and customer support department.Negotiation with Capital Ventures companies for the financing of TVB projects.

Achievements:Definition of a Clear market orientation along with Regulatory and legal constraints and establishment of new focus according to commercial opportunities.Successful commercial partnership with 2 major operators in Brazil.Launch of TVB’s Retail offers (Mass market and Business Market (SME).Conclusion of Distribution Channels' alliances with 4 regional Telecom. Related companies. Along with the Business and Marketing Plan, successful negotiations for the financing of TVB Phase I project.50% Reduction of TVB network costsRevenue Increase 250% after the first year

BCI – Vesper Brazil - Director Marketing Sept. 1999-April 2001

Responsibilities:Development of the organization and structure of the Marketing groupSupervision and coaching of the Marketing Products & Services teamProduction of the Residential & Business Marketing Plan.Preparation and approval of the Marketing Service Description & Business Cases for Voice Products.Development, Implementation and launching of the portfolio of Products & Services

Achievements:Introduction of the residential and Business Products/Services portfolios (the residential portfolio was launched within 3 months period).Transfer of knowledge and development of the resources.Development and implementation of clear corporate processes to secure quality and fast time to Market. Development of Business opportunities, which led to strategic partnerships with Brazilian Telecommunications partners.

BCI – AXTEL, Mexico - Director Marketing May 1998- August 1999

Responsibilities:Development of the Marketing organization and structure of the groupSupervision and coaching of the Marketing Products & Services Development teamDevelopment of the Business Rules and Business Processes.Preparation and approval of the Marketing Service Description and Business Cases for the Portfolio of Products & Services.Development of the Marketing Strategic Plan for the Products & Service and Commercial Offers activities for the Mass Market (Residential and Micro Business)Development, Implementation and successful launching of the Products & Services’ portfolioDevelopment and Implementation of the Commercial Offers along with the City Roll Out plan.Monitoring and control of the performance and quality of the Products

Achievements: Successful implementation of a complete selection of Products and Services for the Residential and Micro Business customers (Local access on TDMA 3.4 technology, Long Distance, 800 Services and Operator Services, Value Added Services features, and customers terminal equipment).Launching of the Commercial programs for the Market entry, and planning of the yearly commercial activities to strongly position AXTEL in the Mexican Market (Acquisition, Retention, Up Sell and Loyalty programs). 100% of the yearly Residential Sales objective achieved after 5 months activities.

T L BEC LT E -General Manager –Sales & Cust.Services June 1993 to May1998

T L BEC: Quebec Telecommunications Service Provider owned by BCE. Gen. Manager: From June 1993 to June 1995 and from April 1996 -May 1998.

Responsibilities: Responsible of the Sales and Customer Service activities for the Business Market. Development of Business Sales Plan to insure the optimal positioning of Telebec in the various Business segments + definition of objectives for the Sales group by market and sub-market segments.Achieve and exceed the Sales revenue objectives and Customer Satisfaction quality indicators objectives for the vertical segments under the responsibility of my team.Insure the positioning of Telebec and strong relations with the Business community by the organization of networking activities.Insure the excellence and a World Class Customer Service in all the activities experimented by our customers with Telebec.Planning and management of the operations of Telebec’s pay phones (Installation, modernization of the park of pay phones, collection, special projects,) to increase the profitability of that sector of activities.Planning and management of the operations for the deployment of the 9-1-1 Emergency Service in Telebec’s territory.

Achievements:Exceed the Sales objectives (30% in 1994, 15% in 1997) and Customer Service Satisfaction indicators (Survey + Tracking and monitoring performance report) each year.Development and implementation of a new corporate Sales management approachIncrease of the sales performed by the Customer Service group on Inbound Calls by more than 25% (1 sale per 3 inbound calls – Up Sales and Cross Sales)Development and implementation of a new system and platform (MEI-Universell) for the management and reporting of the Sales activities + implementation of a new Customer Care system.Increase by more than 10% the profitability of the Pay phones activities by taking strong actions to relocate the non-profitable assets, by managing strategically the modernization of the equipment, by optimizing the collection processes, and by implementing new contracts with pay phone’s partners.Implementation of the 9-1-1 Emergency Services in association with the municipalities and Public Services organizations for more than 50% of Telebec customers in 2 years. Award at the Chamber of Commerce of Becancour for the Implication in the community.

T l bec: Special Project – Reengineering of the Business Processes July 1995 - April 1996

Special assignment: As a leader of a special task team including external consultants, perform the reengineering and implementation of all Business Processes operated in the Marketing areas, Sales management and operations, Customer Services, and support groups (technical and engineering support groups).

This multidisciplinary project resulted in the implementation of a major re-structure of the organization in order to optimize the performance and quality while providing a reduction of 20% of the operational costs for the involved departments

T l bec: Director - Marketing April 1990-May 1993

From 04/90 to 02/91: Director - Residential Marketing From 03/91 to 05/93: Director - Business Marketing

Activities & responsibilities:Development & implementation of the annual Marketing Strategic and Tactical PlanDevelopment and management of products and services offered by Telebec (Local access, Value Added Services, Long Distance Services, 800 Services, Data Services, PABX and Data equipment,CPE)Identification of the Sales objectives per Market and per Products and ServicesManagement and monitoring of the performance Preparation on the annual Business Plan of Telebec for the regulatory organismResponsible of the Market research activities and Marketing Intelligence Information System.Support to the operational group

T l bec: Manager – Pricing and Economical studies April 1988-Mars 1990

Activities & responsibilities:Perform the economical and financial analysis to establish a strategic and profitable pricing for all the products and services of Telebec.Build the financial Business Case & analysis for the recommendation of new projects.Management of the administrative information for the Billing System.

Royal Bank of Canada –Manager Customer Service & Operations July 1986-March 1988

Responsibilities:

Daily management of the administrative operations. I was selected in a special employee development program that allowed me to work in special affectations to redress the activities of branches facing administrative or employee’s problems.

OTHER EXPERIENCES

Chamber of Commerce – St-Jean-sur-Richelieu (Administrator – Member of the Board) July 2005-June 2008

Diffusion Plein-Sud - Chairman of the Board 1993-1995

Regional Association dedicated to the promotion of the arts of the scene and the organization of shows and events.

Chamber of Commerce – Becancour (Administrator – Member of the Board) 1994-1995

EDUCATION

B.A.A. University Laval (Quebec, Canada)

Business Administration (Marketing and Finance) 1983-1986

List of specialized courses and seminars related to Telecommunications, Marketing, Pricing and management.

LANGUAGES:

French (native) English (fluent) Portuguese (fluent) Spanish (spoken)

References available on demand.

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