Customer Service Manager

JANICE MCCORMICK

*** *********** ***** ***: (***) 723 – 2569

Oshawa, Ontario Cell: (289) 886 – 1569

L1k 1R6 Email: **********@*******.***

PROFILE

An innovative, strategic and focused Special Event Coordinator, Marketing and Customer Service

Representative with over 20 years of solid results in a variety of challenging roles. Superior strengths

include exceptional planning skills, detail and focus communications with a passion for working with

people. Builds and maintains productive relationships across the organization and externally, I am a

leader and mentor to staff and maintain a positive stance through periods of difficulty or change.

Consistently delivers on targets, is comfortable and confident in presentations at all levels and is a

powerful negotiator. Has a current skill set, learns new procedures, processes easily and is ready to

make an early contribution.

CAREER SUMMARY

EVENT PLANNER 2013 – PRESENT

Planning and coordination of events throughout the GTA in the Sports Market, Outdoor Festivals and

Women’s Shows.

Design and plan tailored events and tradeshows for different events

Manage overall event operation including budgets and timelines

Manage transport plans for product, equipment and staff

Prepare venue schematics

Prepare necessary permits

Negotiate hotel and travel accommodations

Providing orientation training and task delegation to students, volunteers and new staff

Produce post even budget and feedback reports

CANLAN ICE SPORTS - CANLAN CLASSIC TOURNAMENTS 2004 – 2013

Tournament Manager/ Coordinator (2002 – 2004)

Reporting to the Director this multi-faceted position was responsible for the tournament segment of the

world class ice sports company. Canlan Ice Sports Corp is the North American leader in the

development, operations and ownership of multi-purpose recreation and entertainment facilities.

Led and worked with the development and execution of all aspects of Canlan Classic Tournament

business segment. Managing a team of 4 coordinators and a total of 20+ part time employees.

Managing and delivering Canlan’s tournament operations strategies and initiatives manage

procurement, partner relationships, guide and support the effectiveness of each operating unit in

delivering great customer service, and profitable growth.

Managed, coached, mentored and developed staff in all aspects of business including:

administration, planning, budgeting, human resource items, registration file management,

research, marketing, advertising, budgeting, purchasing, website, inventory, retail, proposals,

presentation meetings, telemarketing, operations manuals, event management, sales process,

customer service, scheduling, staff training and procedures.

Assisted with growth of net profit for company by $570 thousand within a 7 year period.

Developed Sponsorship Package for all Local Hotels and exceeded budget by 25%.

Increased sales from $250 thousand to over $2 million by challenging, motivating, developing and

mentoring associates.

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Forged relationships and alliances, networking with others, using knowledge of

procedures, situations and culture in the organization to identify opportunities.

Helped develop and implemented several innovative initiatives such as: Girls & Coed segments,

Destination locations, took over the Armed Services Military Fire and Police tournaments in Las

Vegas, Future Stars Tournament Series, Event Management various team and individual players

programs.

CANLAN ICE SPORTS – Administrative Assistant 2001 – 2002

Progressed through a series of responsible roles which contributed to a period of strong personal growth.

Canlan the largest private sector owner and operator of recreational ice sports facilities in North America

and currently own and/or manage 21 facilities in Canada and the United States with 65 surfaces including

ice rinks and indoor soccer fields.

Assisted Office Manager with day to day duties

Actively networked the local customers to increase registrations for the organization.

Invoicing and daily cash outs

Customer Service front line person

Preparation of weekly minutes for Management Staff

Daily cash transactions

Staff support

Full understanding of facility operations

ALFRED SHORR – LAW FIRM 1998 – 2000

Front line receptionist.

Prepared daily office tasks, filing, invoicing and upkeep of daily journals

Prepared all legal preparations prior to court appearances

Binding all documents prior to scheduled court dates

Assisted with all legal matters when required

PLAY IT AGAIN VALS 1998 – 1999

Managed and supervised staff of 5 – 10 with duties that included communication, scheduling,

human resource areas and on the job training.

General duties as assigned by supervisor with changes to duties each day.

Customer Service/Sales

Inventory of store product, pricing of inventory

Day to day sales

Payroll

EDUCATION

Graduate Grade 13 Diploma – Laura Secord Secondary School, St. Catharines, Ont. – 1979 -

1983

PROFESSIONAL DEVELOPMENT

First Aid, WHIMIS, Smart Serve, Customer Service Excellence, Recruiting, Hiring and Training

and Health, performance manager, various sales seminars and Health and Safety Training

2006 Presidents Award – In recognition for team leadership

Janice McCormick Page 3 of 3

1998 Life Time Achievement Award on a volunteer basis on behalf of the O.C.C.N.A (Oshawa

City Council Neighborhood Association) and Lake Vista Club House.

COMMUNITY OR VOLUNTEER INITIATIVES

Organized youth hockey tournaments as Team Manager

Treasurer for N.A.S.C. – Audit Hockey Committee Books on a yearly basis

Mom and Tot Playgroup – 5 years

Rental Chairperson for Lake Vista Club house – 7 years

O.C.C.N.A. – Awards Chairperson for 5 years

Bartended all Club House functions on weekends

COMPUTER SKILLS

Proficient in Windows based business programs including MS Office

Knowledge of basic Website design and analytics

Knowledge of ACCPAC

Skills in Marketing Programs such as Silver Pop

Working with CLASS

Internet Research

Point Streak

References are available upon Request

Contact this candidate