Customer Service Manager

Christopher L. J. Braceland

**** ********** ******,

Orleans, Ontario.

K1C 6A4

H: 613-***-****

C: 613-***-****

E: *****.*********@*****.***

Linked In: chris-braceland/51/825/436

Profile

I am a creative visionary with a passion for developing and marketing new concepts for businesses that will improve their opportunities for success in the ever demanding marketplace. I am committed to everything that I undertake and enjoy hands-on type management, working with dedicated people and achieving superior results in challenging roles. With over30 years of experience in management, marketing, and sales, I consider myself to be a strong influential leader who has proven ability to augment shareholder value through sustained customer satisfaction. Core Competencies:

Operations:

As the District Manager at Pioneer Energy, I was responsible for aggressive budgets and targets for 13 stores. As a result of my excellent rapport with retailers and our staff, we achieved stability in the marketplace, went the extra mile for our customers and achieved outstanding results. My territory exceeded targets, with respect to standards, (95%) in terms of our, “Ready for Business”, program.

Monitored and surveyed our competition so that we became a formidable competitor due to our daily and persistent pricing strategy, loyalty programs, maintenance of our standards and great customer service. The stores led in the gasoline/convenience channel in terms of their environments and created strong first impressions. This resulted in an increase in over-all market share by 2%.

At Pioneer I was responsible for growing the business by 10% and in fact in my territory, same retail store numbers contributions had increased, on average, 39% per year which exceeded and maximized operational performance to corporate targets. In doing so, I transformed one brand for another, added core convenience items, merchandise, transferred in-house programs to corporate, and developed new programs that contributed large revenues, ROI of $2M+ to the company on a small foot-print (ATM’s) inside the stores. Marketing / Advertising:

As VP Marketing at STJ Retail, leading our team and learning about chip and pin technology in the payments industry was a real eye opener. It’s an industry all by itself within a retailer’s POS system. Also, working with web developers, providing content was really a new experience and very fulfilling. Developing and working with a CRM model allowed us to track what was happening with our clients, where they were at with respect to making potential purchases, consulting, and, or providing services that fit their company. Attending conferences in the Canada and the USA proved to be very informational, educational, and knowledgeable experience in payments and POS industry.

As Marketing/Advertising Manager with C Corp, my portfolio included corporate advertising and the development of a slogan, jingle, and all advertising and promotions as well as testing of these using market research. I used test stores, test markets, exit interviews, focus groups, and surveys to determine the best name for our convenience brand in Ontario and western Canada. We received valuable feedback and I was able to correlate the results to reduce the risk in our decision making process. This resulted in the choice of the title and owl logo for Winks Convenience Stores.

Mac’s Convenience Stores has adopted the “Owl” logo as their logo for the brand.

Successfully launched the promotion related to “Two hot dogs and coke for 99 cents” which beat the competition, with market penetration, in terms of being a low cost marketer and achieving double digit growth. Our research showed that our target customers were looking for price as their most important reason for shopping at Winks. That translated into a carry-on strategy as I moved on in a District Manager role at Pioneer. I made sure we were priced right by surveying the competition many times a day, checking updates on websites, and networking with my retailers.

Designed and developed branding from motor oils to logo refinement. In particular, I designed products for the Top Valu, Prostop, Winks Express, and Winks brands. Mac’s currently uses the Winks logo in their branding.

Management:

At Pioneer, I was responsible for the organization, planning, selection and recruitment of retailers. Developed service level standards for a well-run network of retail stores and maintained a relentless commitment to building the brand, which provided an unparalleled customer experience, and achieved profitability.

Led, evaluated, and directed our retailers on key areas in order to get better performance from staff on setting goals and expectations with retailers. This led to performance measurement and sharing results promptly and regularly and retained and motivated retailers and their staff. I Initiated engagement accountability and reward systems that were focused on customer service.

Encouraged open communications and innovation with the spirit of individual entrepreneurialism which empowered staff, when dealing with customers. The approach resulted in fewer complaints and more satisfied customers and bolstered the esteem of the employees.

Set goals for staff, through accountability, provided on-going training and coaching and measured and reported results which made the locations profitable. My sites had some of the largest “up-sales”/ “active selling” in the entire network. Work Experience:

STJ Retail / VP Marketing - Concord, ON.

STJ Retail / Executive Accounts Manager – Concord, ON Pioneer Energy L. P. / District Manager – Greater Ottawa Provigo / C Corp. (Ont.) Inc. / Corporate Advertising Manager Provigo / C Corp. (Ont.) Inc. – Prostop and Top Valu – Marketing Manager Provigo / C Corp. (Ont.) Inc. / Top Valu Sales Supervisor Shell Canada Ltd. / Marketing Representative

Education:

Concordia University / Loyola Campus: Bachelor of Commerce / Major in Marketing Champlain Regional College: Creative Arts Diploma

MacDonald Cartier Memorial High School

Achievements:

1. Nominated to the Hockey Hall of Fame by “RBC Stars on Ice”, Managed by the Tann Group

2. College Art Exhibition

3. Gothic Calligraphy

4. Completion of my dad’s book during his time with the RCAF WWII: “Chasing Clouds”. 5. Logo designs for :

6. Winks Convenience Stores (Winking Owl that Macs uses today) & Prostop Gasmart Peter Duncan’s ski-wear line

Peter Henchey Travel Agency

Hobbies and Extracurricular Activities:

Hockey & Golf

Aviation and model aircraft building

Painting:

Revised: October 2015

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