Sales Customer Service

905-***-**** **********@*****.***

SUMMARY

An accomplished results-driven leader in Sales, Marketing and Customer Service with experience in government, public and private sectors. Proven track record in coaching, mentoring, developing, improving business processes and principles at the district, divisional and corporate levels. Strong background in strategic and tactical planning, project management, negotiations and communication skills. Proven strengths include strong customer focus, keen ability to foster customer relationships, motivating and leading people to quickly produce results. Excellent interpersonal and cross-discipline team leadership skills.

Cloud Computing Knowledge Strong Fiscal Responsibility

Data Center and Services Knowledge Outside/Inside Sales Management

Voice Services Knowledge Internal Personal Communications

Internet Services Knowledge Call Center Management

Applications Services Knowledge Driving Implementation and Change

Hosting Knowledge Performance Management

ICT Knowledge Project Management

Managing High Performance Teams Channel Management

PROFESSIONAL EXPERIENCE

Brady Corporation – Richmond Hill, Ontario 2011 - Present

Director - Canada

Responsible for annual strategic sales plans as well as individual sales goals, team growth targets and KPI’s. Implemented new technology, programs and processes to continually increase the success of the company’s sales initiatives and exceed plans (i.e. CRM, Dialer etc.)Accountable for annual growth, finished 111% to the 2012 target. Previous 5 years were negative year over year growthDirect all aspects of the company’s inbound sales, outbound sales and customer service call center activities including developing and implementing direct marketing campaign programs, procedures and initiativesDevelop and implement campaign programs to ensure overall sales revenue and profit objectives are met or exceeded while managing costsOversee top key account relationships and RFP responses (i.e. Hydro One – 3M)Restructured and aligned the company which increased top line Revenue growth 111%Responsible for overseeing the hiring and development of the Canadian operation. Coach and Mentor staff members, ensuring they are equipped with product, system and selling skills which increased individual results. Active member of cross functional management teams working on productivity, efficiency and customer satisfaction improvements.

West Wind Aviation Group of Companies - Saskatoon, Saskatchewan. 2010 – 2010

Vice President - Business Development, Marketing and Customer Service

Accepted 18 month contract to re-align, re-structure the company and develop support tools for corporate growth, achieved in 12 months.Accountable for annual growth; on track to finish 112% to 2010 target, growth limited only to size of current fleetEnsured key customer relationships were secure; expanded to provincial boundaries including establishing a far north base at Stony Rapids which brought in contract values of greater than $2.6M.Introduced corporate technology systems, policies and process which improved productivity by 80%Accountable for planning and directing all aspects of business development, marketing and customer service policies, objectives, branding and budgetsRestructured and aligned group of companies which saved 10% on the bottom lineLaunched successful key performance indicator project.Led the development and maintenance of a comprehensive, strategic Customer Relationship Management (CRM) software and program, and Web site Introduced concept of Risk Management analysis with action plans for resolutionResponsible for overseeing the production and procurement of marketing communications for West Wind including print, radio, TV and web-enabled servicesDeveloped sales culture, values and approach which characterized dealings in the marketplaceQuarterly reporting to Board of DirectorsResponsible for lead Communications role in relation to the corporate Emergency Response program (SMS)

Bell Canada - Mississauga, Ontario 2005 – 2010

Associate Director – Ontario Sales 1995 – 1999

Responsible for management, development and coaching of inside and outside sales teams of Account Executives and Solution Sales Executives that successfully achieved 103% of the annual sales revenue targets – $207M, by deploying solid strategies and tactics associated with all telecommunication services (e.g. Data Center, Voice, Applications, ICT, Internet)Initiated and introduced corporately solid strategies including marketing/sales plans, sales training, coaching, territory growth plans and new business developmentRelentless in pursuit of Team’s adherence to work ethic, commitment gained and behaviors changed2005 - 2009 – Top Sales Manager - Results driven and passionate about successful execution Assisted peers, sharing tips on coaching, performance managing, motivating strategies for more cohesive overall team style and improved resultsResponsible for Marketing, Sales and Support functions in the VAR and AD channels by building and managing these successful relationships with customers and end users

Award Highlights2007 – 2008 – 2009 100% Club Winner2008 – Q1 and Q2 SMB Team award for Top Manager2008 – 4 time VP Award2008 – Phoenix Award – Infrastructure and Architecture 2007 – 98% Employee Based Evaluation Survey – Top evaluation in entire VP territory 2007 – 6 time VP Award

InfoCanada –Business and Consumer Data - Mississauga, Ontario 2003– 2005

General Manager

Responsible for management, development and coaching Account Executives that successfully achieved 122% of the 2004 annual sales revenue targetsExpanded the business by opening a Toronto based office, and created two new divisions, the New Product Division, and the Internet Division Initiated and introduced corporately solid strategies including marketing/sales plans, sales training, coaching, territory growth plans and new business developmentResponsible for the department’s Profit & Loss Budget of $2.1MDirect reporting monthly to Board of Directors – Omaha, Nebraska

Toronto Hydro Telecom/Hydro Energy Services - Toronto, Ontario 2002– 2003

Director, Marketing Programs

Introduced and successfully launched new company products (e.g. one service generated in excess of $0.5M in the first 3 months)Responsible for organizing and directing teams of professional peers, internal specialists and external suppliers to contribute to the common goal and met or bettered every launch dateLed in the development and negotiations of contracts with suppliers and agenciesSuccessfully directed and controlled budgets typically ranging up to $1MResponsible for 40 seat Call Centre

Group Telecom - Toronto, Ontario 1999 - 2002

Director Sales and Marketing

Successfully achieved 168% of the annual team sales revenue targets by deploying solid strategies and tactics associated with all telecommunication servicesTeam Leader for project and financial management, bid support and channel management. Led the development and launch of two highly successful marketing promotions, which generated in excess of $31M in contracted revenues. These promotions included external marketing collateral, pre-qualified/pre-credit approved customer target list for each province as well as a sales recognition and reward programInitiated NSI Committee (New Service Introduction) and coordinated the efforts of cross-functional team leaders. Introduced a comprehensive process for product introduction and enhancements. This resulted in a decrease in sales learning time, early adoption of products and services, improved comfort levels and time to marketInitiated ongoing communication with Sales to determine trends/gaps, share strategies, communicate marketing direction and to establish liaison with various cross functional groups Led all Product Management related activities associated with the successful implementation and on-time launch of eleven new products. Initiated a company wide gap analysis of existing products that resulted in the redirection of resources and funds required to enhance current products enabling Group Telecom to maximize return on investment and margins. Championed the development of Group Telecom's first balanced scorecard and key performance indicatorsResponsible for Marketing, Sales and Support functions in the VAR and AD channels by building and managing these successful relationships with customers and end users

PROFESSIONAL DEVELOPMENT

VASS sales training Investment in Excellence.

Nortel, Avaya, Cisco, Mitel Certified UNIX, Novell, NT Certified

Leadership Training Microsoft

EDUCATION

2008 – 2008 Queens University – Operational Leadership

1998 – 1999 CDI College of Business and Technology – LAN Administration

1990 – 1993 Sheridan College – Business Administration Marketing

1993 – 1995 Canadian Armed Forces – Field Engineer – Chilliwack, BC

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