Manager Customer Service
Resume:
MITCHBELCHIOR
Experienced General Manager
Mississauga, Ontario L5M 5Y5
*************@*****.***
Seeking a career within a company that values experience and hard work ethic to deliver superb service to their clients and respectful of all its employee’s contributions to that task.
KEY COMPETENCIES
New Product Launch and Lifecycle Management
Performance & Quality Metrics
Team Management, including coaching, mentoring & training
Product & Project Management
Logistics & Distribution
Experience with Warehousing
Forecasting & Budgeting
Vendor Relations
Internal Sales and External Retail Training
Group Presentation skills
MS OFFICE (Intermediate Excel skills, Powerpoint, Word & OUTLOOK)
Merchandising
Customer Service
Social Media expertise
EDUCATION
Diploma in Business Administration
Sheridan College, Brampton, Ontario
Manager, Refurbished Product Supply
Bell Mobile
2013 – 2015
Forecasted Bell’s needs for refurbished devices to achieve a lower product cost structure for replacement devices for our clients.
Liaised with third party suppliers to prospect different external sources of wireless products.
Fluent in all aspects of warehousing and distribution practices for both inbound and reverse logistics, including inventory and SKU management.
Manager, Smartphone Care Ops
Bell Mobile
2011 – 2013
Administrate the distribution operation for Bell’s Smartphone Care program for Bell’s Sales/Marketing teams.
Managing an Inbound claims team in charge of answering in-coming emails and calls regarding the program and inquiries on pending orders.
Worked with our distribution department to fulfill all daily orders and assist with any issues.
Maintained a proactive relationship via regular contact and follow up with our supply chain & with order claims fulfillment center through weekly/monthly meetings.
Project Manager, Warehouse Transition
2009-2011
Special project assignment to assist Bell in its transition to a new logistics and warehouse partner.
Attended cross functional meetings between Bell and new logistics partner personnel.
Monitored the newly implemented processes and engaged with continuous modifications and improvements until a satisfactory level of service was attained
Trained & coached our new leads & floor employees on our product lines and other distribution materials
Ran SAP reports to track order fulfillment proficiency and measure SLAs pertinent to Bell's logistical flow
Earned a Bell Merit Award by achieving an exemplary status on the successful warehouse transition project
Senior Manager, Demo Devices
2007-2009
Envisioned & developed the first live mobile device demonstration experience by a Canadian wireless carrier through the use of actual LIVE Android devices.
Successfully negotiated with mobile manufacturers to supply our retailers with a batch of wireless devices with every new launch to be ‘live’ on display - in addition to mock devices - in order to market the functionality of their handsets in a LIVE mode as well as our key services.
Worked alongside the OEMs to evaluate different methods of providing the software demo to load onto the devices.
Collaborated with Bell’s merchandising teams to develop different iterations of the mobile device ‘bars’ from a power and security perspective in store.
Earned a Bell Quarterly award for the implementation of this ground breaking, trend setting initiative.
Earned a Bell Quarterly award for the successful transition of The Source within the Bell group and assisting with the demo device experience in their channel.
This method of displaying live devices is still being used today for not only handsets but has since evolved to tablets and accessories (i.e. Smartwatches).
Senior Manager, Hardware Marketing & Mobile Devices
2003-2007
Promoted from Product Manger to Team lead for the team responsible for the launch of new product into the sales channels.
Responsible for Bell’s entire wireless product schedule working with all Canadian OEM’s from Audiovox, Sanyo, Samsung, Kyocera, Motorola and Nokia.
Led a team of 4 product managers responsible with interfacing with all departments of Bell from Product testing teams to Sales/Marketing to Retail Merchandising.
Delivered weekly update sessions with the organization on progress updates concerning the schedule and any issues being addressed.
Collaborated closely with Sales & Marketing teams on all quarterly campaigns to align marketing messaging and promotional strategies
Product Manager, Hardware Marketing & Mobile Devices
2001-2003
Part of a team of managers responsible for the launch of new product into the sales channels.
Hired as a product manager to launch all new wireless handset introductions in Canada sold by Bell Mobility.
Launched over 50 wireless products in this position over 3+ years as part of Bell’s wireless product roadmap.
Worked with each OEM to address the schedule and address any and all issues pertaining to launch from testing to services to inventory/logistics and retail.
Created standard product templates to education all departments on all new product characteristics and functionalities.
Conducted weekly sessions with the organization to promote two way feedback regarding current and upcoming products.
Attended many quarterly sessions internally and externally to train retail sales & customer service on all Bell’s wireless product offerings.
Attended many road shows on behalf of Bell Mobility to promote Bell’s wireless line-up.
Prepare & submit all necessary documentation into our system for the start of every project that will become part of our new product portfolio and sales system.
Manage multiple new wireless device projects to introduce multiple new handsets into the market each quarter as well as the terminating the life of older models at part of Mobility’s overall product life strategy.
Conduct ongoing status meetings to track all deliverables up to launch of the new product and work through conflict resolution of issues pertaining to the overall project.
Prepare all necessary communication materials to be sent to the various parts of the organization for all new product introductions as well as end of life announcements.
Implementation of new policies and procedures to create increased efficiencies within our ever-changing business environment.
Work with vendors on sales strategies for inventory reduction initiatives or other sales programs in our retail environments.
Manager, Replenishment Programs, Prepaid Marketing, BELL Mobile
2000-2001
Run database reports & used data to identify & recommend areas of potential prepaid top up opportunities
Create effective top up programs for customers to not let their mobile accounts expire.
Manage MS Access databases to executing on direct mailer programs to our base of customers with aging PPD balances.
Manage the relationship & processes between Bell & our direct mailing house partners.
Manage the PPD program budget and calculate our success rate of each program or ROI.
Product Manager, Value Added Services Marketing, BELL Mobile
1999 - 2000
Managed the voice services portfolio for our Personal Assistant products.
Developed various marketing campaigns to promote the sale of our voice assisted products to our existing base.
Organized training and trade show events to promote our services.
Attended many dealer & corporate store events to train front line retail staff as well as provide similar training at special sale event initiatives across Ontario (I.e. Toronto Auto Show, Home Show, Toronto INDY)
Customer Service Representative, BELL Mobile
1995-1999
Assisted clients over the phone in our inbound contact centre as well as through email.
Solved issues ranging from billing to technical issues as well as feature education and sales of current products and services.
Matched clients with the appropriate rate plans and features through a needs-based selling approach.
Educated customers on various promotions and promoted sales of new products to clients.
Team Lead, FATSPAC/ReimAir (subdivision of REIMER Truck Lines)
1992-1995
Managed various teams operating in our small package courier sorting facility for both Ground & Air Freight services levels.
Supervised teams under a highly time sensitive environment in order to meet all pick up and drop offs times of various freight partners including airlines.
Prepared detailed manifests for all ground and Air pickups at the end of each night shift .
Trained & coached existing warehouse personnel and new monthly hires.
Attended cross functional meetings with front office regarding new processes and new accounts coming onboard, as well as discuss current client feedback on our service.
EDUCATION
Diploma in Business Administration
Sheridan College, Brampton, Ontario
Web Development Course (HTML, CSS, JAVA, JQUERY, NodeJS, Social Media)
Brainstation Toronto (Summer 2016)
PROFESSIONAL DEVELOPMENT
Part of Bell’s exclusive Ambassador Team for 2 years; voted Customer Ambassador of the Year during Year 1
Completed course for Managing People via Bell’s training program
REFERENCES
Tony Grewal, Director, Mobile Device Management, @ Bell
****.******@****.**
Office: 905-***-**** Mobile: 416-***-****
Melissa Millar, Manager, Product Fulfillment & Reverse Logistics, @ Bell
*******.******@****.**
Office: 905-***-**** Mobile: 416-***-****
Daniela Tomasevic, Senior Project Manager, Mobile Devices and Logistics PMO, @ Bell
*******.*********@****.**
Office: 905-***-**** Mobile: 416-***-****
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