Manager Team Lead
Resume:
Terry Turner
***************@*****.***
ca.linkedin.com/in/terryturner
PROFILE
Self-motivated, deadline-driven, customer-focused Account Manager/Supervisor with a successful background in managing people teams and processes. Organized, with the ability to determine action while dealing with competing priorities. Embraces a customer centric philosophy while forming collaborative relationships with colleagues and clients, drawing on superb communication skills. Readily accepts new challenges with enthusiasm. Active listener, tactful and discreet, maintains composure when faced with challenges.
CAREER HISTORY
GEMMA COMMUNICATIONS 2014 - Present
Team Manager
Supervising a team of fifteen front line inbound staff members, coaching and mentoring agents daily to achieve weekly and monthly targets, providing expertise, support, training and guidance for sale efficiency, ensuring client commitments and requirements are consistently met.
Conduct team meetings weekly, praising individual achievements as well as identifying and evaluating employee training requirements, facilitate information on new product knowledge and departmental promotional campaigns
Launching incentive programs to generate, increase and improve the sales culture while ensuring personal character, commitment and work habits are maintained
Providing continuous reports on sales, daily correspondence, quality management and budgeting, analyzing data and providing input, regarding departmental operations
Managing monthly and weekly performance reviews with each employee to set objectives and review accomplishments, providing recommendations for promotion and creating action plans to set mutual goals for sales achievement.
Entering and verifying personal, payroll data for agents. Liaise with Directors and Human Resource Department to verify termination, leave of absence and performance bonuses.
CANADA POST 2014
Government Administration – Supervisor
Supervised, coach, and trained new employees in their various duties also instructed them in new methods and procedures and provided guidance and leadership. Prepared reports in order to monitor performance, and identify improvements,
Promote and implemented work place safety and health programs for my assigned team. Consistently coaching and directing employees on safe work practices in order to reduce accident frequency and severity.
Managed staff issues including taking disciplinary action when required, consulting with Labour Relations and/or union representatives on the application of the terms of the collective agreement.
Frequently conducted street surveillance of delivery employees while on their routes to ensure performance, appearance and proper methods of delivery are maintained and adhered to.
Created efficient and effective resolutions to ensure the business/customer relations, and experience is a priority, by addressing, investigating and resolving service issues and customer complaints before they are escalated to Ontario Ombudsman.
COMPUTERSHARE FUND SERVICES 2007 – 2013
Computershare Communication Services – Account Manager/Team Lead
Trained new hires in the use of system applications, products and procedural requirements, employing a blended training approach and adapting teaching style to meet various learning needs. Monitored individual progress to ensure employees were ready to produce high quality work independently.
Managed top-tier accounts, furnishing clients with quotes, job briefs and sample packs. Collaborated with clients directly to obtain and implement client specifications and recommendations based technical capabilities, developed rapport with major clients becoming the Account Executive of choice and received multiple requests to manage projects
Initiated an inventory program for marketing department. Monitored product levels and corresponded with marketing to analyze and ensure minimum levels were maintained and stock orders submitted
Provided creative solutions and cost-saving ideas to Regional Managers, educating on production capabilities and products in order for Managers to up-sell/cross-sell solutions. Furnished detailed information regarding revenue opportunities, procured products and outsourced jobs..
Enhanced certificate process by developing a document of procedure; formatted standard templates, created set up form for Regional Managers and streamlined production which simplified process.
COMPUTERSHARE FUND SERVICES / GEORGESON SHAREHOLDERS 2003 – 2007
Escalations Manager/ Team Supervisor
Supervised, delegated and assigned daily work flow to 40 employees.
Monitored, mentored, coached and counselled a team of customer service agents.
Furnished recommendations to management for final performance appraisal rating.
Trained staff to modify dialogue for shareholder communications within new campaigns; facilitated refresher training sessions to various teams.
Tracked monthly performance statistics, identified areas of concern and made recommendations for enhancements.
Resolved escalated shareholder issues on a daily basis, ensuring customer satisfaction was met which in turn supported customer loyalty.
EDUCATION & PROFESSIONAL DEVELOPMENT
Business Management, Malaspina University
Internal Training:
Anti-Money Laundering
Fraud Awareness
Time Management
Security Awareness
MS Word, Excel, PowerPoint
SAP
Event Manager
Teleopti
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