RANDY VILGRAIN

*** ***** ******

Vancouver, British Columbia

778-***-****

acto7t@r.postjobfree.com

LANGUAGES: English and French – Fluent written and spoken

ACADEMIC INFORMATION

Bachelor of Art: Major Anthropology 2001-2004

Concordia University

College Diploma: John Abbott College/Dawson College 1997-2001

11/2 year Social Science (John Abbott)

2 years Law & Society (Dawson)

COMPUTER AND OTHER SKILLS

Other Skills

Excellent communication and interposal skills

Very good orator and communicator

Able to accurately convey ideas

Able to work under pressure with minimal supervision

Able to work independently or in a team environment

Able to keep good relationships with internal and external customers

Capable in leading the sales professionals team and drive sales goals

Ability to plan and prioritize my own work and other people's

Strong time management, priority setting and problem solving skills

Strong competitive drive and work ethic to succeed

Pharmaceutical/healthcare related experience

Capable of thinking outside the box, while being proactive

Ability to think clearly and rationally

Computer Skills

Microsoft Excel - Microsoft Word – Microsoft Power Point – Microsoft Access – Windows 2000 and XP

Experience with Avaya – business communications system in a Call Center

Experience with JDE – Enterprise Resource Planning (ERP) Software

Experience with ASW and CRM

CAREER-RELATED EXPERIENCE

Account Executive, Manager December 2014-Present

Sanmar Consumer Goods, Vancouver, British Columbia

Responsible for planning, organizing, and directing operations related to account management department within the company

Leading team members within the accounts department

Conduct Market Research to identify trends and market segments

Training members of the account executive team to maintain and expand relationships with existing clients

Managing the work of account executives

Leading project management activity

Ensuring necessary actions are undertaken by the account team

Attending Client Meetings

Participate in customer interactions, demos, and calls virtually or in person

Leading the office maintenance team

Leading the health and safety committee

Customer Service Supervisor March 2012-November 2015

Miele Consumer Goods, Toronto, Ontario

Responsible for being commercially aware, ensuring consistent delivery of service standards

Responsible for the performance of the Contact Centre

Focused on employee engagement, reward and recognition

Responsible for creating strong relationships resulting in good team-working within Miele

Managing risk on a daily, weekly, and monthly basis

Ensuring up to date knowledge of Contact Centre performance and leading edge technology and process

Focused on process improvement

Focused on initiatives to improve the employee and customer experience

Responsible to ensure that all the teams targets and role requirements are being met

Focused on behaviors and ensuring that the vision is cascaded through the teams

Responsible for upholding the Miele vision

Responsible for overseeing all English to French translations

Customer Service Supervisor/Manager April 2010-November 2011

Covidien Pharmaceuticals, Pointe-Claire, Quebec

Responsible for creating and implementing policies and procedures

Drive customer service excellence and best practices within Customer Service

Develop, Manage and continually optimize service metrics (KPI) and processes

Responsible for delegating tasks and the everyday operations within customer service

Involved in the recruiting, training, coaching and ongoing development of the team

Oversees the delivery and continued development of standardized training programs for the Customer Service Organization

Monitor interactions between representatives and customers and provide other quality control services, which are designed to ensure that customers benefit from good service no matter whom they work with.

Ensure work environment is both positive and safe for all staff members

Ensure all employees understand and comply to company policies

Plays a key part in coordinating with other departments to resolve issues

Dealing with customers and the leadership of others on a daily basis

Act as an escalation point for client service issues

Responsible for reporting to senior management

Manager/Owner July 2002- February 2012

Foot Stadium Inc., Longueuil, Quebec

Responsible for the recruitment and training the managers and representatives

Deal with territory managers and manage the customer service representative's team

Interact with the managers and suppliers and collect their views to improve product sales

Organize promotional events and in-store promotions to promote business

Analyze retail sales and prepare reports according to the retail sales and promotion of the product

Track, monitor and evaluate sales data for ensuring satisfaction of sales objectives

Expand leads and retain a feasible network of trade contacts and potential clients to meet assigned sales targets with consistency

Develop and track discharge of customer orders, troubleshoot problems faced by customers and ensure full customer satisfaction

Sets goals/expectations and communicate them to all employees

Sales Agent (Call Center) 9 month Contract September 2009-May 2010

Super Protection ADT Inc., Montreal, Quebec

Receiving a list of prospectus customers and making calls to each customer regarding the ADT service

Finding out new customers with the help of available resources

Opening the calls with good greetings and confirming the permissions from customers to continue the conversations

Probing the customers about their current security service and needs

Informing the customers about the advantages and ease of use of ADT

Taking follow ups with frequent callings for customers with busy work schedules

Maintaining the sale sheets and reporting it to the supervisors at the end of each day

Credit Manager (Call Center) 3 Month Contract July 2009-September 2009

General Credit Services Inc., Montreal, Quebec

Manage collections for major regional, national and offshore clients

Responsible for preparing credit information

Performing research and coming out with solutions to the problems faced by the clients and answering their inquiries

Deal with all sorts of inward and outward documentary collections

Organize and maintain details about all types of loan and loan-related documents

According to the account status inform customers about the payment options

OTHER WORK EXPERIENCE

Educator September 2004-April 2012

Ecole des Cinq Continant, Montreal, Quebec

Hockey Instructor/ Web Page Designer September 2001-April 2003

St-Laurent College (Men’s Hockey Team), St-Laurent, Quebec

Hockey Instructor July 1997-June 2002

Rapid Reaction (Hockey School), Montreal, Quebec

Stock Keeper/Cashier April 1998-May 2000

JEAN COUTU (Pharmacy), Montreal, Quebec

VOLUNTEER EXPERIENCE

N.D.G. Minor Hockey, On-ice Trainer and Coach (Winter/Summer)

References available upon request

Contact this candidate