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Customer Service Sales

Location:
Mississauga, Ontario, Canada
Posted:
February 15, 2018

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Bonnie Pennell

******* Rathburn Road East

Mississauga, ON, L4W 2S8

Phone #: 905-***-****

E-Mail: ac4hj1@r.postjobfree.com

Objective

Seeking a full-time Customer Service/Sales position, where I can utilize my previously gained experience and expertise., to actively contribute to the growth of your organization.

Key Accomplishments

Over 20 + years of front-line customer service experience in training services, product sales, communications, loyalty rewards and finance

Managed high performing teams of up to 24 members

Grew participation & membership up to 202% and active participation by 35% over 4 years, organized membership enrollment and clarified program information

Strong leadership, and organizational skills

Excellent communication skills both written and verbal, as well as public speaking skills

Self starter, team player, goal orientated, problem solver, flexible

Hard working individual with the ability to adapt to various environments

Excellent knowledge of MS Word, PowerPoint, Excel, as well as Internet Explorer, Data Based Management (DBM) Software, as well as Social Media applications

Available to work shifts, weekdays, evenings, & weekends including statutory holidays

Professional Experience

Staples.ca – Customer Service Contact Centre Mississauga, ON Current

Customer Service/Sales

Manage all aspects of incoming customer service calls – sales, customer issues, credits, escalations, up-selling – representing the Staples brand to the new or returning customer.

Management Performance Centre Toronto, ON 2012 - 2013

Training Consultant

Manage all aspects of registrations for cross-Canada training seminars (ie. Master of Negotiation, Time Management, Administrative Assistants Conference) – both public seminars and dedicated ON-SITE presentations

Promote and up-sell training services to large corporations (ie. Magna, Ferrero Rocher, Richardson, Sherritt)

The Salvation Army Brampton, ON 2011

Probation Intake Worker (Correctional & Justice Service)

On Contract to The Ministry of Community Safety & Correctional Services

Initial processing of clients, directly from court appearance, fact finding and information gathering, to set them up within the Correctional Services systems, in a timely and professional manner

Luma Events Mississauga, ON 2009 - 2012

Product Demonstrator

Face-to-face product sampling, consumer experience and product knowledge to encourage consumer awareness, increasing sales sampling, consumer experience and product knowledge

BONNIE Pennell (2)

Kids Futures/Futura Rewards Inc Toronto, ON 2004-2008

Customer Care (Loyalty Rewards Program)

Setup Customer Care Team and grew it to 10 representatives within1 year of startup; recruited, trained, coached and managed team to surpass call metrics of 95%

Initiated and assisted in development of Inbound email facility where up to 200 members’ concerns, questions and complaints were addressed within a 2 business day turnaround

Grew membership 202% and active participation by 35% over 4 years, organized membership enrollment and clarified program information

Created formal Customer Care training document including standards of customer interaction, member code of ethics, scripting for customer contacts and grievance/escalation process which became guideline for all customer interface

Coordinated historical documentation of rewards program which, along with customer training document, was included in training process for all new employees; recommended new employees sit in with Customer Care team to promote understanding of the member’s experience of rewards program

Hall Telecommunications Guelph, ON 2007

Customer Relationship Manager (CRM)

Trained retail staff working at 200 sites over 5 month period, from retailers such as Home Hardware, Shoppers Home Health Care, Sears Hearing Centres and Listen Up Canada, to ensure understanding of features and benefits of assistive devices for visually and hearing impaired customers, resulting in increased understanding of clients needs

EDS Canada Mississauga, ON 2001-2003

Customer Service Supervisor

Managed CSR team of up to 22 representatives, backing up additional team of 22, surpassing quality standards of 95% for 25 consecutive months

Bell Canada Toronto, ON 1976-2001

Customer Service & Communications

Customer Service, Special Needs Services, Public Affairs, Consumer Market Management and Communication

Coordinated both regulatory and marketing messaging to 2.5 million Bell Ontario Consumer Customers in monthly statements optimizing revenue & marketing opportunities while staying within $750K yearly budget

Volunteer Involvement

The Salvation Army GTA & Mississauga 1970-Present

Volunteer/Canvasser

Canadian Cancer Society Greater Toronto Area 1980-Present

Volunteer/Canvasser

Bell Canada Greater Toronto Area 1976-2001

Volunteer – Kids Help Phone, Canadian Open, Hockey Hall of Fame Golf Tournament

REFERENCES

Available upon Request



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