Sales Customer Service

Kate Wills

Business Operations – Sales – Management – Human Resources

403-***-**** *************@*******.*** Calgary Alberta Canada

“Loves operating a ship for smooth sailing”

Accomplished and result driven Management professional with over 15 years’ experience. Goes above and beyond what is expected. A passionate and devoted entrepreneur, mentor and coach. Able to develop and operate new businesses to achieve high sales results and promote financial growth. Designs and implements processes and procedures in human resources, sales, and department operations. Demonstrates great interpersonal and negotiation skills.

Areas of Expertise

Operations Management

Customer focus, customer service, verbal communications, process improvement, problem solver, people skills, team building

Plan and implement call center strategies and operations

Improve systems and processes; people management, manage procedures, emphasize excellence

Determine call center operational strategies by conducting needs assessments, performance reviews, capacity planning and cost benefit analyses

Identify and evaluate state-of-the-art technologies; define user requirements; establish productivity, quality, and customer service standards; contribute information and analysis to organizational strategic plans and reviews

Accomplish HR objectives by estimating requirements, prepare annual budget.

Accomplish organizational goals by accepting ownership for accomplishing new and different requests

Account Management

Develop long-term relations with customers, connecting with key business executives and stake holders

Liaise between customers and cross functional internal teams to ensure the timely and successful delivery of company solutions according to customer needs

Forecast and Track key account metrics

Resolve high severity requests/escalations in a professional and timely matter

Ability to communicate, present and influence with all levels of the organization, including the Board of Directors/Owners

Recruit, train, coach, mentor, develop call center staff; low turnover, consistency, strong team work

Design policies and procedures to ensure adaptability to the needs of the company

On Boarding; create process to assist new hires with adjustment to social and performance aspects; learn the attitudes, knowledge, skills, behaviors required to function effectively within an organization

Conduct quarterly performance reviews

Develop training program, safety policies and procedures, head of safety committee

Work in compliance with employment laws

Administer time/attendance, vacation requests, leave of absence requests, injury reports

Staff Training and Development

Identify training and development needs within the organization through job analysis, appraisal schemes and regular consultation with business managers and human resources departments

Design and expand training and development programs based on the needs of the organization and the individual

Conduct appraisals; devised individual learning plans

Manage the delivery of training and development programs devising a training strategy for the organization

Monitor and review the progress of trainees through questionnaires and discussions with managers

Ensure that statutory training requirements are met

Evaluate training and development programs

Assist managers and trainers solve specific training problems, either on a one-to-one basis or in groups

Research new technologies and methodologies in workplace learning and present this research

Sales Management

Work closely with Marketing to ensure consistent lead generation

Collaborate with sales leadership to create and train prospecting, lead qualification process

Recruit, train and develop hire high-performing salespeople according to HR staffing guidelines to ensure success

Manage day-to-day performance of all sales team members and deliver reviews

Work with sales leadership to generate ideas for sales contests and motivational initiatives

Lead and schedule weekly and/or monthly team meetings with sales team and leadership

Track sales team metrics and report data to leadership on a regular basis

Coach and develop direct reports

Implement performance plans according to company procedure

Embody company culture and maintain high sales employee engagement; achieve budget forecast

Meet pre-determined revenue goals through the activities of direct reports

Ensure correct usage of CRM and other sales applications

Attends Tradeshows, BBB meetings

Customer Relations

Take full responsibility for managing and growing customer portfolios within the assigned region

Provide account leadership for the customer's major initiatives (including project management and solutions consulting)

Act as the liaison between the customer and other departments such as Business Development, Product Development and Technical Services

Pro-actively call contact levels to ensure their experience with the customer service specialist matches their expectations and that they are satisfied with the products and services. Measure and improve continuously

Identify and close opportunities for upgrades and growth

Perform above what is expected to provide exceptional support and service to customers

Manage cross-functional project teams, which consist of project managers, business analysts, marketing, training, quality assurance and support staff

Help to document best practices in customer relationship management and in deploying customer solutions

Design seamless customer service experiences

Human Resources

Manage all aspects of recruitment and hiring to fulfill company's contractual obligations and conducted quarterly to yearly performance reviews.

Ensure orientation of new employees and administered employment policies fairly and objectively.

Develop and enforce disciplinary procedures as required.

Work with the operations team to determine and plan workforce and recruiting requirements.

Work in compliance with all relevant employment laws, including Labor Standards, OHS, and Human Rights

Conduct corrective action and progressive disciplinary process and conducted any necessary internal investigations and follow-up related to personnel issues.

Develop and communicate local office policies, regulations and procedures to managers and staff and adapted corporate policies.

Administer leaves of absence, workers' compensation injuries.

Conduct any necessary internal investigations and follow-up related to personnel issues.

Develop and deployed operational plans to ensure service levels and achievements were met with continual improvement. Daily scheduled all company HVAC employees to fulfill client orders.

Responsible for hiring, training, disciplining, and terminating of HVAC technicians, accountants, receptionist, and warehouse personnel for Calgary and Edmonton area

Calgary Alberta

February 2017 – 12/14/17

Appointment Center Manager /Business Development

Doug Lacey’s Basement Systems (Lay Off)

Call Center Management, Training, Quality Assurance, recruiting, coach and develop a collaborative, diversified innovative high producing team with high well-being.

Point of escalations, Attend BBB meetings, Attend Tradeshows, Lead Generator, Steller Customer Service Skills, Negotiator

Analyze and react to KPIs ensuring operation gals are met and surpassed.

Company growth 20%, the highest growth in 25 years.

Dartmouth, NS

January 2016 – May 2016

Membership Relations Project Coordinator (TEMP)

The Maritimes Energy Association

Researched current and prospective members in order to develop a solid base knowledge of the industry in order to best support the membership

Developed new member recruitment strategy; implementation of membership / communication plan

Solely responsible for registration of Delegates for OTC 2016 Houston, Texas

Surpassed budget expectations on number of Delegates attending OTC 2016.

Territory Manager (HRM Territory) Dartmouth, NS

Clean Mark May 2015 October 2015

Managed and inspected daily cleaning activities to meet specifications and quality standards at client sites across HRM territory

Coordinated and maintained all facilities supplies and equipment maintenance schedules and standards

Prepared, analyzed and submitted reports on work activities and operations regularly, using a variety of internal technology systems/programs and quality/audit procedures

Implemented and maintain high standards of quality, service and operational excellence

Responsible for submitting Payroll for my territory

Senior Call Centre Manager Sales / Operations Calgary, AB

Green Drop Ltd. February 2011 – August 2014

Worked on company's growth by recruiting sales agents to meet and surpass sales goals put in place.

Sales growth by 20% annually

Determined call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses

Call Centre Manager (Market Research) Calgary, AB

Research Field Services March 2009 – February2011

Designed and implemented the call center and its operation which outsourced market research services; employed 85 full time agents to conduct outbound market research for various contracts on products and services. Met and surpassed MR budget.

HR/Office Manager Calgary, AB

Friesen’s HVAC April 2008 – February 2009

Established, oversaw, and monitored company apprenticeship program for all levels of HVAC employees.

Educated and registered technicians for the appropriate apprentice program

Developed and deployed company safety policies and procedures; formed, and lead company safety committee

Developed and implemented a weekly training program for all technicians

Recruited, Increased Installation team by 100%.

Call Centre Manager Moncton, NB

Lantel Connections January 2000-March 2008

Prepared call center performance reports by collecting, analyzing, and summarizing data and trends

Maintained professional and technical knowledge by tracking emerging trends in call center operations management

Developed call plans and manage call activity comprising: NB/NS/NFL/PEI telephone companies

Worked closely with telephone company Buyers in each Atlantic province, to meet and surpass their needs

Education & Training

OHS Legislative, Regulatory and Program Requirements Certificate, Calgary, AB

Joint Occupational Health & Safety Committee Workshop, Calgary, AB

Human Relations Certificate, Dale Carnegie, Toronto, ON

High School Diploma (Business Diploma), Harrison Tremble High School, Moncton, NB

Introduction to Petroleum (Certificate), Mount Royal University, Calgary AB

Computer Proficiency

Data Tel, Star Garden, Excel Scheduler, Microsoft, Infinity, Service Pro, Mitel Contact Center Management, Serve Suite, Biz Wiz and Survey Monkey.

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