Customer Service Sales

LAURA LEGER

...Positive go-getter loyal to the customer's needs and team's

objectives...

Email: ***************-**@*******.*** Mobile: (647) 968 - 1877

PROFILE SUMMARY

. Proven professional with a record for delivering exceptional customer

service, successfully closing new business opportunities as well as

retaining a large client portfolio.

. Consistently achieves and succeeds monthly, quarterly and annual quotas

and objectives.

. Outstanding inbound and outbound calling skills resulting in booking in-

person meetings, sales cycle implementation, and presentation skills.

. Genuine interpersonal skills and high level of consistent

professionalism.

. Performance and results-driven paired with superior communication and

negotiation capabilities.

. Proficient in Microsoft Word, Excel, Office, Luxor Sales CRM, Adobe

Acrobat, Internet, financial systems applications such as InfoLease, JD

E1 Oracle.

AWARDS, RECOGNITION & ACKNOWLEDGEMENTS

2004 - 2005 Certificate in Recognition of Successful Completion of Ricoh

Canada's "My Customer" Program and Recognized for participation in ISO

quarterly audits

2000 - 2004 ORIX Financial Services Canada, Ltd. received Award in

Recognition for Outstanding Performance in the Commitment to the Company's

Goals and Success

CORE COMPETENCIES

ACCOUNT MANAGEMENT & CUSTOMER SERVICE SKILLS

. Demonstrate high customer retention by managing and growing 50+ National

Accounts.

. Build, grow and manage portfolio of client accounts to attain and succeed

company quotas and objectives.

. Initiate new account rollouts using web-conferencing and conference calls

to better understand client needs and to agree to roll-out timing and

requirements.

. Analyze and interpret client contracts, requests for proposals, contract

forms, and other documents related to contract administration.

. Maintain and enter accurate customer master information in the customer

online database and client billing requirements in Matrix (billing

software).

BUSINESS DEVELOPMENT & SELLING SKILLS

. Research and qualify potential new business leads by profiling those

requiring logistics solutions such as customs, ocean, air, truck, rail,

full service 3PL freight management.

. Execute and close sales calls to secure new business after presenting

competitive pricing and customized transportation services.

. Develop and implement sales strategies to penetrate core target markets

and achieve growth and resulting company profitability.

. Negotiate and secure accurate and competitive pricing with overseas

agents and carriers.

INTERPERSONAL, COMMUNICATION & NEGOTIATING SKILLS

. Maintain high level of professionalism while working with clients through

problem solving operational or exceptional issues.

. Responsible for all communication through local branches and corporate

contacts

. Immediately notify relevant teams (within a four hour timeframe)

accordingly of any internal and external customer communications

regarding service requests, complaints, customer master updates and roll-

outs to ensure a high level of customer satisfaction.

. Increase level of customer satisfaction by maintaining a win/win

business relationship and ensuring effective communication with major

decision makers.

. Strongly familiarize with every customer in portfolio to become an

expert to fully understand customer's objectives, strategies, and

needs to ensure company systems align with their needs.

. Liaise with route planners and dispatchers to facilitate information

sharing amongst the team.

. Provide upper management with up to date summaries of account statuses

and activities.

. Plan routes to maximize the most efficient operations and customer

service levels.

STRATEGY

. Develop and implement short and long term sales strategies and

business plans for accounts in portfolio.

. Initiate and execute account growth programs focused on customer's

business

. Communicate competitive and market conditions to sales team and

management.

. Plan routes and periodically re-route drivers and account managers to

maximize the most efficient operations and customer service levels.

FINANCIAL/PROJECT MANAGEMENT

. Prepare communication for rollout of all projects in GTA region

. Assign projects to appropriate Project Manager in specified region.

. Coordinate, plan and communicate delivery of core project components to

clients.

. Update Master Project List daily with correct codes.

. Create initial project Scope form to improve data management process.

. Worked with complex data in Excel tables.

. Set up projects in JDE system; Maintain budget and all updates in JDE as

well as schedules for projects as related to cash flow and project

reporting dates.

. Archive electronic closeout projects on a monthly basis.

. Train new employees with standard operations and best practices.

. Assist management with addressing operational and project deficiencies.

. Process trade-up and buyout requests for Western Canada sales teams in

time-sensitive manner.

. Consistently reach volumes of 500+ requests for project setups per month

averaging one-business-day response turnaround.

. Liaise with Funding Partners, front-end staff and sales to accomplish

project goals.

. Foster and nurture professional relationships with finance companies and

internal customers.

. Analyze lease documents prior to processing.

. Ensure proper end of term closure of residual payments to 3rd party

finance companies.

EMPLOYMENT EXPERIENCE

2010 - Present Business Development Manager - ITN Logistics, Mississauga,

ON

2006 - 2010 PROJECT COORDINATOR, GTA, NORTHERN & EASTERN REGIONS - SNC

LAVALIN PROFAC, TORONTO, ON

2005 - 2006 CLIENT SERVICES ASSOCIATE, NATIONAL ACCOUNTS - SHRED-IT,

OAKVILLE, ON

2004 - 2005 LEASING ADVISORY ADMINISTRATOR - TRADE-UPS AND BUYOUTS - RICOH

CANADA, MISSISSAUGA, ON

EDUCATION & CERTIFICATION

2000 Business Administration Diploma, Travel & Tourism - Sheridan College,

Oakville, Ontario

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