Customer Service Manager
Resume:
J PAUL PELLEGRINO
Toronto, ON
M5A 0C3
PROFILE
• Highly motivated, self starter needing minimal supervision
• Advanced Microsoft Office skills (Office, Word, Excel, Access)
• Experienced with 1WorldSync, Retail Link, DART, SPIN, SAS, IDM
• Previous supervisory experience with teams of up to 12 employees
• Previously licensed with PFP, CSC and CIFC designations
• Languages spoken/written include; English, Italian and Spanish
• Volunteer with Second Harvest Toronto and Luminato EXPERIENCE
National Account Manager, NewAge Products Inc, Toronto, ON 12/2013 – 01/2016
• Established long term strategic and tactical sales targets for e-retail resulting in an increased penetration of the Storage and Organization category within several major US and Canadian retailers including Home Depot USA, Lowes USA, Amazon.com, Sears, Overstock.com, Home Depot Canada
• Executed comprehensive online assortment plans geared towards driving profitable growth initiatives resulting in a year over year growth of 150% for FY2015
• Maintained inventory levels, managed production forecasts with the result of optimized inventory levels and turnover ratio’s of 4+ annually
• Identified and championed process improvements to improve financial goals
• Partnered with the Product Development team during Buyer/Planning Manager, Hudson’s Bay Company, Toronto, ON 1/2005 – 9/2012
• Responsibilities as a Planning Manger included partnering with Buying team for all financial planning functions
• Optimized assortment plans, developed and executed merchandising financial plans
• Managed performance and development objectives of two direct reports
• Responsibilities as a Buyer included being accountable for the overall Sales and Marketing performance
• Develop and execute merchandise financial plans on a seasonal basis including long-term strategic planning
• Maintained and developed knowledge of Fashion trends and ideas in the industry by attending industry trade shows
• Developed assortment plans that reflect trends and made purchasing decisions in conjunction with Planning Manager’s input
• Developed merchandise strategy for the Housewares department, in consultation with Planning
• Negotiated and managed vendor performance and relationships Investment Advisor, BMO Nesbitt Burns, Toronto, ON 7/2004 – 12/2004
• Responsibilities included marketing and maintenance of customer investment portfolios
• Sold all investment products such as Mutual Funds, RSPs, Stocks, Bonds, ETFs
• Identified customer needs through a complete financial analysis
• Facilitated regular customer centric investment seminars at key times of the year
• Managed administrative functions related to account maintenance
• Partnered with a retail branch of BMO Bank of Montreal in the role of an in-house Investment Advisor Financial Advisor, CIBC Imperial Service, Toronto, ON 8/2003 - 8/2004
• Responsibilities included marketing, building and maintaining clients portfolios, both personal and commercial
• Managed day to day banking needs of clients including completing credit and investment product sales and service
• Other responsibilities included recognizing and solicitation of personalized referral needs, in conjunction with professional CIBC partners to the top tier clients. Portfolio Manager BMO mbanx, Toronto, ON 6/2002 - 7/2003
• Responsibilities included marketing, building and maintaining client portfolio
• Solicited and completed sales of day to day banking needs of online and telephone banking clients including credit and investment products such as Mortgages, Loans, Line of Credits, RSPs, Mutual Funds
• Provided full service execution from application to documentation and auditing for all financial service
• Solicited referrals to BMO Business Partners including Insurance, Brokerage and Private Banking divisions
Assistant Manager Personal Banking, Royal Bank of Canada, Toronto, ON 9/1998 - 6/2002
• Execute marketing plans, building and managing clients personal portfolios
• Manage day to day banking needs of clients including credit and investment product sales, service and administration
• Recognize and solicit customer referral in conjunction with professional RBC partners to both existing and new clients
Manager, Customer Sales and Service, TD Canada Trust, London, ON 1/1990 - 5/1997
• Effectively coached, developed and managed the performance management of 8-10 direct report Customer Service Officers
• Developed community and regional initiatives to aid in the overall growth objective to achieve annual and long term sales plans
• Delivered top level customer service experiences through proactively responding to ongoing customer engagement survey results
• Responsible for general branch administration, scheduling, product launch campaigns EDUCATION
9/2013 – Present Ryerson University, Toronto, Languages, Proficiency in Spanish George Brown College, Toronto, Continuing Education Courses, Retail Management Culinary Arts University of Western Ontario, London, Bachelor’s Degree, Political Science/Economics
Contact this candidate