Helena Arruda

** ***** ****., *****, **, L*A *M*

416-***-**** adi89g@r.postjobfree.com

PROFILE

A highly motivated, ambitious Manager offering 22 years of progressive operations and management experience in the telecommunications industry. Driven by challenge and versatility, demonstrated through consistent achievement of process improvements and task automation, management and support positions. Excels in managing and building relationships while implementing successful operations strategies. Skilled in motivating and developing team members to achieve desired objectives.

SUMMARY OF QUALIFICATIONS

Proven managerial and operations experience

Driven and hardworking

Results and goals oriented

Excels in developing relationships between customers and Senior Leadership teams

Skilled in managing and motivating staff

PROFESSIONAL EXPERIENCE

ROGERS COMMUNICATIONS AUGUST 2019-OCTOBER 2020

Program Manager, Sales Readiness & Support

Reporting to the Sr. Manager, Sales Program Planning, responsible for planning, governance and overseeing the successful delivery of the program’s output/product.

Drove high-quality, cross-segment sales programs and execution support (tools, processes, information) plan to refine course of action

Regularly reviewed and monitored performance against plan to refine course of action

Partnered with Corporate stakeholders to drive sales process enablement, insight and execution

Drove adoption and delivered standard Corporate & Segment reporting ROGERS COMMUNICATIONS JULY 2014-AUGUST 2019

Team Manager, National Sales Support/Events

Reporting to the Director of Sales Enablement, led a team of 10 Support Coordinators responsible in providing operational task and administrative support to Commercial and Strategic sales segments nationally while continually refining and enhancing business processes by collaborating with various parts of the organization.

Drove process improvements and business changes that had a measurable impact on overall sales and the channel’s ability to sell effectively and work more productively

Responsible for organizing and executing 390+ events per year by collaborating with all levels of the sales organization to ensure events are successful with key C Level customers in an effort to drive increased business and maintain a strong relationship

Provided reporting on tasks assigned to Senior Leadership team HELENA ARRUDA 2

Provided leadership and direction to 10 Support Coordinators ensuring tasks and objectives were met resulting in employee survey scores of 90+% year over year

Conducted positive and effective monthly reviews with individual team members to assess performance and ensure accountability of tasks and objectives were being met.

Hosted semi-annual development plan sessions to help coach, develop and mentor team in managing their careers and developing their own unique brand

Provided reporting on tasks assigned to Senior Leadership team ROGERS COMMUNICATIONS 2013-2015

IN BUILD NETWORK MANAGER

Reporting to the Director of Sales Support, responsible for working with the sales and network organization to resolve wireless connectivity and network challenges for business customers to ensure longevity and customer retention.

Engaged with Account Executives to review customer network concerns, assess status and business to determine next steps in providing resolution to customer

Participated in joint calls with Account Executives and customers to ensure proper documentation was provided to proceed with projects

Worked with Radio Engineering, Network and Finance teams to analyze requirements and conduct cost analysis for proposed customer solution to determine next steps

Attended weekly meetings to review project status to ensure timelines were met

Monitor project lifecycle and provide updates to stakeholders ROGERS COMMUNICATIONS 2011-2013

Sales Coordinator, GTA Corporate Sales

Reporting to the Director of Ontario Sales & Support, worked independently to provide senior level coordination and administrative support to sales teams nationally

Worked with Sales teams to conduct competitive analysis for existing and prospect customers to develop custom offerings based on needs assessed

Worked with legal team to implement custom contracts based on customer requirements

Processed incoming orders, coordinate shipments and handle customer related issues in a timely manner

Worked closely with teams across the Rogers organization including sales and business support to ensure a successful end to end migration and positive onboarding customer experience

ROGERS COMMUNICATIONS 2008-2011

Distribution Business Consultant

Reporting to the Manager of Dealer Sales, provided administrative and sales support to Rogers Dealer distribution partners for corporate customers.

Responsible as regional prime for all GTA business toolkit submissions to analyze submissions and ensure requests met Rogers standards before approval

Conducted training sessions for new reps on the tool and procedures

Worked with Marketing, Business Support, Demo Lines, Collateral and National Sales departments to streamline existing procedures and help resolve field issues in a timely manner to better assist dealers and customers HELENA ARRUDA 3

Resolved customer and dealer disputes to mutual satisfaction based on policies and procedures and with sensitivity to internal budgets

Successfully managed B2B monthly incentives/programs run by Marketing to ensure representatives did not exceed allocated monthly quotas

Tracked and managed monthly credit budget and external demo hardware program for all dealers

BELL MOBILITY 2006-2008

Program Manager, Amex and Variable Pay Incentive

Reporting to the Sr. Manager of Rewards and Incentive Programs, developed and implemented national sales incentives for Customer Care, Collections and Direct Marketing teams.

Responsible for over $3 million of company budget to award and motivate reps to achieve corporate revenue objectives through the management of the Amex and Variable Pay Incentive programs nationally

Worked closely with Projects, Budget and Results teams to ensure that budget was allocated to appropriate cost centres for incentive payouts, taxes and tracking purposes

Worked with cross-functional groups to ensure that communication and payout timeline of incentives were met while promoting an overall positive Employee Value Index impact

Completed new hire training presentations on incentives to promote programs

Conducted quarterly training sessions on new incentive objectives for VPIP BELL MOBILITY 1998-2006

Various Positions

Worked in Communications, Hardware and Marketing departments.

Provided complete and up-to-date information to Customer Care teams through training sessions and web applications

Implemented project launch details while working with Project Team Managers

Inputted, processed and tracked all hardware orders received from customer service reps for devices, accessories and parts

Communicated with suppliers for product information, order status, return authorizations to ensure accuracy and efficiency

Educated customers and promoted Bell Mobility features

Reviewed competitor packages against Bell Mobility’s to show benefits of the Bell network and the various services Bell offered

Retention & Loyalty customer service representative EDUCATION

Fashion Design, LaSalle College 1992

PROFESSIONAL DEVELOPMENT

Alumni Series – Difficult Conversation Module 2019 Alumni Series - Unconscious Bias Module 2019

Workplace Mental Health Strategies for Leaders 2018 The Confident Communicator - Managers 2017

Coach for Influence 2016

Manager Program Kick Off 2015 – 2016

Microsoft Teams 2019

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