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Sales Employee Relations

Ottawa, Ontario, Canada
November 20, 2018

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Russell Reddigan

*** ********* ***, ****: 613-***-****

Ottawa, ON K2P0R4 Email:

Areas of Expertise

Team Leadership Employee Relations Risk Management

Time Management Performance Management Business Development

Coaching & Development Resource Management Customer Satisfaction

Recruiting Staff Training Coaching

Data Analysis Strategic Planning Direct Sales

Needs Assessments Project Management Revenue Generation


Account Executive Learning Tree International

Dates Employed March 2012 – June 2017 Employment Duration 5 years 4 months

Manage, maintain and grow a territory with an Annual Revenue target of $2.1million.

Qualifies, negotiates, and close sales opportunities with new and existing customers.

Uncover and pursue new training opportunities to generate additional leads, referrals and sales.

Achieve daily, weekly and monthly sales/performance targets, both group and individual set by the VP of Public Course Sales.

Takes a professional business selling approach to appeal to potential clients throughout a range of industries.

Maintains an extensive working knowledge of Learning Tree International's products, such as courses

and Certification programs.

Assist current and potential customers in the selection of appropriate courses with upbeat attention to service, phone etiquette and detail to ensure overall customer satisfaction.

Register customer in requested courses.

Sales rep for SMB (Small Medium Business) Bell Canada

Dates Employed February 2011 – March 2012 Employment Duration 1 year 2 months

Using telephone as the primary tool, required to achieve sales objectives by promoting and selling various product and service solutions that include, IP access, internet services, E-commerce, Web hosting solutions, Desktop security, Business back-up solutions and Voice Services.

required to ensure first call resolution, have full ownership of ensuring customer requests are solved in a timely manner.

perform data analysis of customer's current service utilization so you can present additional services and special offers that provide an enhanced solution to the one they currently have.

maintain a high level of competitive and product knowledge, including evolving technology trends in the relevant Products and Services portfolio you are promoting and servicing. This is done both a company-initiated and a self-initiated basis.

required to satisfy business needs of both existing and new customers by repeatedly accessing and making use of informational tools and systems that will enable you to provide the most beneficial solution.

Account Executive S.i Systems

Dates Employed March 2010 – February 2011 Employment Duration 1 year 1 month

Was responsible for screening and interviewing professional consultants for existing contracts.

prospecting new clients and determining their existing requirements and how we can assist them meet their goals with one of our qualified consultants.

building long lasting client relationships.

placing professional consultants on contracts within the government and private sector to ensure Projects would be met on time and within the set budget by the client.

Staffing Consultant Randstad Canada

Dates Employed June 2010 – January 2011 Employment Duration 8 months

Was responsible for the screening and interviewing of potential job candidates

Would meet with potential clients to determine their job requirements and how we can assist them in meeting their Organization goals.

Would focus on building and ensuring long lasting client relationships

would work closely with clients to ensure client satisfaction

exceeded Revenue targets by ensuring we provided quality staff to the Organization to ensure we meet their company goals, but also going out and prospecting and gathering new business opportunities.

Sales Manager Bell Canada

Dates Employed March 2004 – November 2009 Employment Duration 5 years 9 months

Bell Canada - Sales Team Leader 2004-2009

Dynamic and successful team leader my responsibilities included the overall job performance of each representative, this included ongoing and continuous training, developing of sales and managerial skills.

Responded to client and representative enquiries as well as handling high-level customer escalations ensuring customer satisfaction and long- term loyalty. As a Team Leader, I was recognized and commended by VP of sales for exceeding revenue results at 135% to target.

Responsible for all key performance indicators such as: Revenue per call, quality, tool compliance, average handle time, first call resolution, adjustments, and transfer rates.

Designed and implemented individual coaching plans that ensured work was completed effectively and efficiently.

Coached, developed and motivated a team of 20-25 client representatives while exceeding performance targets for speed, efficiency, sales and quality and overall revenue.

Determined the root cause of performance opportunities based on monitoring calls, side-by-side call observations and partnering with representatives

Analyzed results, identified trends and developed action plans that aligned with business strategies resulting in improved customer satisfaction.

Resolution of high level, complex complaints including full root cause analysis that determined “pain point” and recommended possible process improvement.

Successfully negotiated win/win resolutions for both the customer and the company that ensured customer satisfaction and long- term loyalty.

Recorded all communications accurately and efficiently onto the company’s database when acting as a point of contact for sensitive matters.

Used strong knowledge of contact center solutions while determining the root cause of performance opportunities based on monitoring calls, side-by-side call observations and partnering with representatives.

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Algonquin College

Field of Study Business Administration

Dates attended or expected graduation 1989 – 1993

Completed courses in Marketing, Business Computer Applications, Communications, Human

Resources Management, Materials and Operations Management, Training and Development,

Employee Relations, Quantitative Methods, Business Planning and Concepts.

Laurentian High School

Languages : English

References upon request

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