BONNIE PENNELL

*** – **** Rathburn Road East

Mississauga ON L4W 2S8

Phone #: 905-***-****

E-Mail: adbmhq@r.postjobfree.com

OBJECTIVE

Seeking a Customer Service/Sales/Loyalty position, where I can utilize my previously gained experience and expertise, to actively contribute to the growth of your organization. KEY ACCOMPLISHMENTS

• Over 35+ years of front-line customer service experience in training services, product sales, communications, loyalty rewards and finance

• Managed high performing teams of up to 24 members

• Grew participation & membership up to 202% and active participation by 35% over 4 years, organized membership enrollment and clarified program information

• Strong leadership, and organizational skills

• Excellent communication skills both written and verbal, as well as public speaking skills

• Self starter, team player, goal orientated, problem solver, flexible

• Hard working individual with the ability to adapt to various environments

• Excellent knowledge of MS Word, PowerPoint, Excel, as well as Internet Explorer, Data Based Management (DBM) Software, as well as Social Media applications

• Available to work shifts, weekdays, evenings, & weekends including statutory holidays PROFESSIONAL EXPERIENCE

Currently Mississauga, ON 2020

Various Volunteer Positions

• Communications Secretary, PCC231 Condominium Board

• The Salvation Army

• Eldercare

Total Hearing Centre Mississauga, ON 2018

Customer Service, Office Management

• Manage all aspects of incoming customers – face-to-face and service calls – sales, customer issues, credits,

• Represent the THC brand and established company reputation to existing customers; as well as new and potential customers

• Explain services offered and the company’s commitment to doing the best for their customer BONNIE PENNELL (2)

Various Mississauga, ON 2017

Volunteer Services – Salvation Army, Eldercare

Staples.ca – Customer Service Contact Centre Mississauga, ON 2013 - 2016 Customer Service/Sales

• Manage all aspects of incoming customer service calls – sales, customer issues, credits, escalations, up-selling – representing the Staples brand to the new or returning customer. Management Performance Centre Toronto, ON 2012 - 2013 Training Consultant

• Manage all aspects of registrations for cross-Canada training seminars (ie. Master of Negotiation, Time Management, Administrative Assistants Conference) – both public seminars and dedicated ONSITE presentations

• Promote and up-sell training services to large corporations (ie. Magna, Ferrero Rocher, Richardson, Sherritt)

The Salvation Army Brampton, ON 2011

Probation Intake Worker (Correctional & Justice Service)

• Initial processing of clients, directly from court appearance, fact finding and information gathering, to set them up within the Correctional Services systems, in a timely and professional manner Luma Events Mississauga, ON 2009 - 2012

Product Demonstrator

• Face-to-face product sampling, consumer experience and product knowledge to encourage consumer awareness, increasing sales sampling, consumer experience and product knowledge Kids Futures/Futura Rewards Inc Toronto, ON 2004-2008 Customer Care (Loyalty Rewards Program)

• Setup Customer Care Team and grew it to 10 representatives within1 year of startup; recruited, trained, coached and managed team to surpass call metrics of 95%

• Initiated and assisted in development of Inbound email facility where up to 200 members’ concerns, questions and complaints were addressed within a 2 business day turnaround

• Grew membership 202% and active participation by 35% over 4 years, organized membership enrollment and clarified program information

• Created formal Customer Care training document including standards of customer interaction, member code of ethics, scripting for customer contacts and grievance/escalation process which became guideline for all customer interface

Hall Telecommunications Guelph, ON 2007

Customer Relationship Manager (CRM)

• Trained retail staff working at 200 sites over 5 month period, from retailers such as Home Hardware, Shoppers Home Health Care, Sears Hearing Centres and Listen Up Canada, to ensure understanding of features and benefits of assistive devices for visually and hearing impaired customers, resulting in increased understanding of clients needs

BONNIE PENNELL (3)

EDS Canada Mississauga, ON 2001-2003

Customer Service Supervisor

• Managed CSR team of up to 22 representatives, backing up additional team of 22, surpassing quality standards of 95% for 25 consecutive months

Bell Canada Toronto, ON 1976-2001

Customer Service & Communications

• Customer Service, Special Needs Services, Public Affairs, Consumer Market Management and Communication

• Coordinated both regulatory and marketing messaging to 2.5 million Bell Ontario Consumer Customers in monthly statements optimizing revenue & marketing opportunities while staying within $750K yearly budget

VOLUNTEER INVOLVEMENT

The Salvation Army GTA & Mississauga 1970 --

Present

Volunteer/Canvasser

Canadian Cancer Society Greater Toronto Area 1980- Present

Volunteer/Canvasser

Bell Canada Greater Toronto Area 1976-2001

Volunteer – Kids Help Phone, Canadian Open, Hockey Hall of Fame Golf Tournament REFERENCES -AVAILABLE UPON REQUEST

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