GLORIA MOTT

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

Saint John NB

E2J 4T5

Email: ad3xf4@r.postjobfree.com

Phone: 506-***-****

SUMMARY: Top-performing customer service manager with extensive experience assisting customers through phone, email and chat support. Committed to balancing company goals while helping all customers find satisfactory solutions. Have worked with Government, Commercial and Industrial customers in my 20 + year career.

EMPLOYMENT HISTORY:

Canadian Health Solutions

2022 – 2023 Marketing & Sales Coordinator

Assist the Sales and Marketing Team and the Operations team in the implementation of the company’s sales and marketing strategy. Coordinate and support sales and marketing activities and providing excellent customer service.

Assist with the preparation of service agreements, proposals, presentations and responses to RFP’s, including maintenance of contract and commercial documents

Support monitoring of customer service delivery and customer issue resolution

Support pricing administration, preparing of invoices and accounts receivable

Create, implement and oversee various marketing campaigns

Manage social media platforms to engage potential customers and develop brand awareness

Gather and analyze social media analytics and make recommendations for improvements

Maintain and update websites and performance metrics

Coordinate sponsorships, events and community programs

Support the development and ordering of promotional materials

Assist with monitoring of sales and marketing performance metrics

CGS Canada Inc.

2021 – 2022 Inside Channel Account Manager

Provide proactive support to our client’s partners. Support included multiple categories ranging from assisting a partner to obtain access to the client’s development software to more complex program support questions.

Administrative functions and reporting activities, such as tracking and reporting the onboarding process, recording partner support activities accomplished, reporting on key positive accomplishments as well as documenting issues with recommendations.

Provide clear direction for our client’s partners to accomplish certain tasks such as providing a guided tour of the client’s partner portal, enrolling partners in training programs, certifying partners’ solutions, entering partners’ solution in our client’s solution catalog, developing action item lists for follow-up tracking the status of partners’ progress against the action item lists and document the status of each partner.

Park Fuels Ltd

2010 – 2020 Inside Sales

Grow Business by gaining new customers with margin.

Customer retention.

Prepare weekly Sales Report.

Complete and submit Gas installation Permits for approval.

Maintain filing system for service quotes and gas permits.

Prepare quotes for potential new residential, commercial and industrial customers.

Attend sales meetings and provides input on market trends and competition in order to drive sales.

Creates long term relationships with customers.

Able to multi-task in a fast paced work environment.

Xerox

2010 – 2010 Inside Sales NAAO

Cold calling to existing customers and non-customers within assigned territories.

Responsible for achieving revenue targets.

Understand customers needs and provide solutions that meets their needs.

Irving Energy Services Limited

2008 – 2009 Team Leader – New England Small Commercial

Manage team and effectively maximize productivity while maintaining an acceptable level of Customer Service.

Provide coaching and leadership for new and existing employees.

Ensure adherence to and timely processing of Performance management system guidelines for direct reports.

Inform, engage and support employees daily by one on one mentoring/coaching.

Irving Energy Services Limited

2007 – 2008 Team Leader – Marketing Center

Manage team and effectively maximize productivity while maintaining an acceptable level of Customer Service.

Provide coaching and leadership for new and existing employees.

Ensure adherence to and timely processing of Performance management System guidelines for direct reports.

Inform, engage and support employees daily by one on one mentoring/coaching.

Management of escalated issues.

Efficient, timely handling of phone calls, emails and/or Issue Management to provide contribution to overall customer satisfaction while maintaining corporate objectives.

Involved in the development of any new or existing processes, which may improve overall customer service. Completion of daily silent monitoring and shadow monitoring sessions to provide feedback to team members on their effectiveness and compliance to Center standards.

Irving Energy Services Limited

2006 – 2007 Government Account Manager

Manage a portfolio of 3500 plus accounts.

Grow business by successfully working on Government Tenders.

Provide weekly, Monthly reports to clients as requested.

Visit and Maintain a professional relationship with customers.

Irving Energy Services Limited

2003 – 2006 Small Commercial Account Manager

Manage a portfolio of 2500 plus accounts.

Grow business by gaining new customers within margin by using the Miller Heiman Sales Model and Sales Funnel Report.

Manage existing customers accounts by reviewing discount reports and margins.

Generate reports to reflect daily/yearly sales activities.

Hedge fuel requirements on a monthly basis for PE

Negotiate price with buying groups in New England.

Irving Energy Services Limited

1999- 2003 Inside Residential Sales Representative

Setup new accounts for residential customers.

Generate Revenue by Up Selling Irving Oil products to our customers.

Educate and familiarize customers with Irving services and products.

Outbound Marketing campaigns – will call to auto, natural gas, lost customers.

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