Jodi L. Pejic

*** ****** *****, ****** *****, ON L8E 4T1

Home: 289-***-**** – E-mail: acd1bx@r.postjobfree.com

Executive Profile:

Accomplished Manager with extensive operations and customer service/sales management experience in both call centre

and multi-branch operations. My experience is highly integrated and represents all key/core areas of operations. I am a

high performance, open-minded person who lives the true value of teamwork. I am results driven and operate with both the

company's and customer's best interest at heart.

Skill Highlights:

Duties and Responsibilities:

Managing a team of call centre representatives directly and directing their activities for the achievement of call centre

targets and goals for inbound, outbound and multi-functional centres.

Managing the overall performance analysis of existing lists and programs.

Developing and supervising a team of representatives and preparing their performance reports.

Developing new lead targeting schemes, and scripting for the optimization of existing programs.

Monitoring team performance to ensure the call centre goals are met and supporting call centre quality and training

efforts.

Measuring and demonstrating the group productivity as well as the individual’s report related to customer outcomes.

Identifying and articulating reporting requirements, which includes targets, specific data, and anticipated outcomes.

Identifying, recommending and supporting the implementation of various programs for the improvement of call centre

processes.

Writing and conducting performance evaluations, making employment decisions, setting up performance goals and

targets for assigned team.

Promoting sales culture that encourages and ensures the staff satisfaction.

Budget Management - Operating budget control and analysis focusing on maximizing sales and profitability

Sales - Meet and/or exceed team sales objectives.

Performance Management - Ensure that all team members are adhering to policies and standards.

Communication and Rollouts - Ensure that team is informed of Head Office activities, programs and processes, and are

prepared/trained for implementation of all new products and upgrades.

Recruitment, Selection and Hiring - Proactively coordinate the RS&H process for new CSR's ensuring a high caliber of

CSR's are hired.

Customer Service - Determine customer service and customer satisfaction targets for call centre and ensure that those

expectations are met. Ensure that team members are using the tools and training to provide a high level of customer

service. Be a leader and drive in sales by identifying, quantifying and implementing initiatives, which improve the

customer experience and lower costs.

Quality - Develop a sustainable and measurable quality assurance program, which improves service delivery and drive

customer loyalty.

Training - Complete needs analysis and development of training related to systems, product, order entry and

operational training for CSR's and branches. Skilled in developing high performance teams with ready now

management and professional personnel.

Marketing - Rollout, follow-up, reporting and analysis of marketing initiatives. Assist with development of marketing

initiatives.

System, Office and Equipment Management - Work with the IT Teams to maintain and service, as required, the

computer, office and phone equipment. Analyze systems for the purpose of making recommendations to IT Teams for

ease of use, tracking, reporting, etc.

Reporting - Preparation and analysis including sales and call centre ACD reports.

Professional Experience and Core Accomplishments:

R3 Reliable Redistribution Resource/Bunzl Canada, Burlington, ON – January 2013 to March 14, 2014 -

Inside Sales/Customer Service Manager

Exceeded sales forecast for 2013 by 9 percent from a negative 38 percent in March of 2013.

Implemented program and scripting to recover lost business resulting in exceeding sales forecast.

Successfully cross-trained customer service and sales tasks building a solid and cohesive team.

Implemented call tracking to measure the success of sales initiatives.

Storage Spot Canada, Toronto, ON – March 2006 to March 2012 - V.P., Operations

Filled facility to 100% capacity within 18 months exceeding industry standard of three (3) years.

Met/exceeded forecasted sales targets and budget.

Introduced outside sales program that changed the commercial vs. residential traditional industry standards of 70%

residential/30% commercial to 40-50% residential/50-60% commercial – residential customers average stay of 5

plus years.

Introduced call centre setting responsible for inbound inquiry calls, telemarketing (Business to business), collection

calls, etc.

Telemarketing responsible for: B2B calls for securing 70% of the outbound inquiry calls through to reservation with

a 95% close rate of move-in for commercial customers.

Developed successful separate mail-out campaigns to bring in new residential and commercial customers.

Networked with various groups (Chambers, BNI, etc.) to bring in new commercial business.

Reduced industry standard of collections at 15% to 8% monthly.

Introduced ancillary services to commercial markets – pick, pack & ship; receiving; customized units, etc. with an

average increase to sales of $5,000.00 per month or higher

Successfully changing the perception of storage making Storage Spot Canada a recognized industry leader.

Discovered that local storage facility was closing. Through persistence, contacted owners and arranged meeting.

Developed a schedule of payment to company closing down, a step marketing plan for their customers and

customer moves with realistic forecast to capture 25-30 percent of their clients. Program was successful and we

captured 48% of the clients.

Temporary Work – May 2005 to March 2006 - Various temp agencies – various temp jobs

Securit, Oakville, ON – October 2004 to May 2005 - Call Centre Manager

Grew call center team from 21 agents and one supervisor to 50 agents, one supervisor and 6 team leaders.

Implementation of Performance Accountability Program, Corrective Development and Performance Management

processes.

Designed and implemented Performance Assessment program for 5 call centre positions.

Designed and implemented successful Recognition and Rewards program.

Performed a needs analysis for CRM and ACD systems to determine its feasibility and provided recommendations

for change.

Designed, developed and implemented a monitoring and coaching program to evaluate customer service levels.

Increased appointments set by agents from 0.9/day to 3.9/day.

Increased call centre accounts receivables from $22K/month to $90K/month.

Implemented and facilitated Quality Assurance team between call centre and field sales,

Via implementation of programs, developed strong rapport and communication between call centre and field.

Affinity Express, Burlington, ON – September 2003 to October 2004 - Call Centre/Customer Service Manager

Grew call center team from 10 agents and one supervisor to 25 agents and two supervisors (inbound and

outbound)

Designed and implemented Job Descriptions and RS&H program to ensure the hiring of qualified inbound CSR’s

and telemarketers to ensure meeting of targets and objectives

Implementation of Performance Accountability Program, Corrective Development and Performance Management

processes.

Designed, developed and implemented standard operating procedures, training, bonus and incentive programs.

Designed and implemented Performance Assessment program for all call centre positions.

Designed and implemented successful Recognition and Rewards program.

Performed a needs analysis for CRM and ACD systems to determine its feasibility and provided recommendations

for change.

Designed, developed and implemented a monitoring and coaching program to evaluate customer service levels.

Reduced lost/abandoned calls from 35% to 2%.

Reduced customer complaints. (When India production went down, etc.)

Reduced call talk times to ensure lost/abandoned calls reduced.

Set up small telemarketing team of 4 in B2B roles. Prior to closing, telemarketing team responsible for scheduling

appointments resulting in 12 very large accounts and 17 small accounts.

Introduced customer service satisfactions surveys conducted by telemarketing team.

Telemarketing team also contacted lost customers and achieved an 80% recovery rate.

Designed

Via implementation of programs, developed strong rapport and communication between call centre and India.

Successfully trained via telephone training agents in India prior to transition.

Designed, developed and implemented customer complaint tracking program and SLA

Education:

Mohawk College

Hamilton, ON

Business Management

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