TERRY MARSH

PO Box *** *** Campbell St, Lucknow ON N0G 2H0 289-***-**** acr8s4@r.postjobfree.com

PROFILE

A results-driven Supervisor specialized in people management, with 14 years experience working in retail and call centre environments. A solid reputation for coaching, developing and relationship/team building. Proven ability to stream line business processes and procedures to maximize productivity and profitability. Recognized for solid communication and organizational skills with a focus on customer quality.

CAREER HISTORY

CAASCO Toronto, ON 2008-2014

Retail Supervisor - South West and Niagara Region (2009-2014)

Responsible for the face to face insurance sales and servicing of CAA Members across South Western Ontario and Niagara Regions, through a team of retail Licensed Insurance Agents

Managed a headcount of 13 remote staff members conducting all performance management, coaching and training

Increased the Niagara team from 3 to 7 agents over three years which solidified relationship with CAA Niagara Auto Club.

Built and maintained relationships with Senior Management creating an atmosphere of cooperation and collaboration.

Conducted vendor sourcing for a cross-functional team which successfully implemented a new POS system.

Implemented a Senior Agent program to maintain service levels to stores and support agents. As a result, a team member was promoted to Senior Agent.

Conducted a full implementation of Guidewire which consisted of 3 modules (customer service, billing and claims).

Consistently received highest employee engagement scores.

Received a 95% overall score for customer service.

Sales Call Centre Supervisor (July 2008 - March 2009)

Member of leadership team responsible for the sales production and front line underwriting team in a call centre environment.

Managed a team of 12 licensed insurance agents including performance management and coaching.

Implemented a customer program which consisted of going from a DOS based system to Horizon.

Promoted sales incentive programs which increased engagement and sales.

Consistently received highest employee engagement scores.

Received a 93% overall score for customer service.

PETCARE INSURANCE Oakville, ON September 2007 - July 2008

Call Centre Sales Manager

Reporting to the Vice President of Insurance, was directly accountable for all sales results at PetCare Insurance.

Led a combined team of inbound and outbound sales representatives to ensure that pet owners' needs are met through the sale of our products.

Increased sales turnover from 5 % to 30% in two months.

Implemented a mandatory RIBO study which increased licensed professionals from 0 to 3 by conducting in-house classes to facilitate training.

Analyzed call centre statistics and headcount which resulted in more productive and efficient staffing.

Successfully implemented a live-tracking system which increased transparency of sales results and promoted accountability for staff.

Increased staff morale and engagement through incentive programs.

WHIRLPOOL CANADA LP Toronto, ON 2004-2007

Customer Relations Team Leader

Senior member of the Call Centre leadership team, responsible for overseeing a team of Customer Relations Managers, who respond to all escalated consumer situations including, but not limited to, safety and property damage situations, customer service complaints, Better Business Bureau issues, insurance claims, litigation, trade partner escalations, and all product exchange fulfillment.

Expanded the call centre team from 65 to 250.

Identified and actioned opportunities for process improvement within the Call Centre and the Consumer Services group at large.

Changed customer relations service to address responsiveness issues by re-routing access for customers to ensure customer service agents had accountability to reduce escalation and prioritize issues which results in more adequate tracking of workload.

Decreased replacement costs on appliances from $9.5 M to $4.5 M in one year.

Collaborated with logistics partners to increase availability and servicing to customers.

Member of QA team which implemented standards and feedback.

EDUCATION & PROFESSIONAL DEVELOPMENT

OMDP Leadership Centre Sheridan College

Call Centre Management Centennial College

Leadership Program Niagara Institute

RIBO

6 Sigma Green Belt

Workshops:

Change Management Workshop

Treating Associates as Customers

Performing at Level 12

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