Customer Service Sales

Jodi L. Pejic

*** ****** *****, ****** *****, ON L8E 4T1

Home: 289-***-****; Cell: 289-***-****; E-mail: ********@*****.***

Executive Profile:

Accomplished Manager with extensive operations and customer service/sales management experience in both call centre

and multi-branch operations. My experience is highly integrated and represents all key/core areas of operations. I am a high

performance, open-minded person who lives the true value of teamwork. I am results driven and operate with both the

company's and customer's best interest at heart.

Skill Highlights:

Call Centre:

Operations:

New business start up or restructuring of existing call

New Business and/or branch start up: set up,

centre to full operation.

organize and open to full operations.

Lead by managing the operational functions of call

Day to Day operations ensuring centres operate

centre.

efficiently and within budget, meeting both the

Budget Management - Operating budget control and

customer's expectations and the company's

analysis focusing on maximizing sales and profitability

expectation of profitability.

Sales - Meet and/or exceed team sales objectives.

Established operations plan in support of all

Performance Management - Ensure that all team

departments in accordance with overall strategic plan

members are adhering to policies and standards.

and growth objectives of the organization to ensure

Communication and Rollouts - Ensure that team is

the accomplishment of approved business plans.

Assist with the attainment of budgeted goals and informed of Head Office activities, programs and

processes, and are prepared/trained for

objectives by evaluating and servicing their operation

implementation of all new products and upgrades.

needs.

Recruitment, Selection and Hiring - Proactively

Work with other directors, managers, outside

coordinate the RS&H process for new CSR's ensuring

resources and each operating group toward the

a high caliber of CSR’s is hired.

accounts receivable objectives in accordance to the

Customer Service - Determine customer service and

budgeted goals and objectives.

Management, training, development and evaluation of customer satisfaction targets for call centre and

ensure that those expectations are met. Ensure that

personnel in related areas in accordance to personnel

team members are using the tools and training to

policies.

Developed and implemented training programs, bonus provide a high level of customer service. Be a leader

and drive in sales by identifying, quantifying and

and performance assessment programs designed to

implementing initiatives, which improve the customer

meet/exceed customer service expectations for both

experience and lower costs.

the customer and the company.

Quality - Develop a sustainable and measurable

Established, developed and implemented operations

quality assurance program, which improves service

policies and procedures, plus training programs

delivery and drive customer loyalty.

designed to enable staff to comply. Monitor the

Training - Complete needs analysis and development

compliance with company procedures and policies,

of training related to systems, product, order entry and

and direct the implementation of more efficient

operational training for CSR's and branches. Skilled

procedures to accomplish company goals with the

in developing high performance teams with ready now

input of branch team members and corresponding

management and professional personnel.

director/departments.

Marketing - Rollout, follow-up, reporting and analysis

Conduct continual analysis and evaluation of strategic

of marketing initiatives. Assist with development of

information (revenue, operations costs, etc.) and

marketing initiatives.

provide meaningful reporting to Executive Team in a

System, Office and Equipment Management - Work

timely and effective manner.

Development and implementation of client programs with the IT Teams to maintain and service, as

required, the computer, office and phone equipment.

and projects. Responsible for the design,

Analyze systems for the purpose of making

implementation, marketing and staff training and

recommendations to IT Teams for ease of use,

monitoring of client programs and projects to ensure

tracking, reporting, etc.

the efficiency of implementation, success of the

Reporting - Preparation and analysis including sales

programs and profitability to the company.

Commitment to the mission statement and dedication and call centre ACD reports.

to a customer based management philosophy to

ensure service excellence is provided to all division,

personnel, customers, vendors and contractors.

Core Accomplishments

Business Development:

Filled Milton facility at Storage Spot Canada to 100 percent of capacity within 18 months exceeding industry standard

of three (3) years.

Establish and managed partner relationships on a monthly basis designed to increase sales by a minimum of 3

percent per month.

Project Management:

Designed, developed and implemented several non-traditional programs for both consumer and corporate customers

to self-storage industry which resulted in a substantial increase in ancillary sales required to meet/exceed branch and

corporate growth and sales goals.

Fiscal Management:

Managed all financial activities for branch, call centre and program operations.

Accountable for all P&L.

Effectively worked with branches and call centre to consistently meet/exceed branch and call centre budget within a

plus/minus 4 percent corporate goal.

Operations:

Successfully opened to full operations new branches with various companies and call centre.

Established and managed all vendor and trade relationships to maintain branch and call centre operations to

meet/exceed both customer and company expectations. Effectively negotiated all annual trade and vendor contracts

to meet annual budget.

Designed, developed and implemented effective reporting with the assistance of other teams (e.g. IT, Marketing,

Finance) to provide accurate reporting for Executive Management and/or Board of Directors and to assist with

development of team members.

Developed and implemented call centre and outside sales program which increased corporate customer base by a

minimum of 23% annually.

Designed, implemented call centre responsible for inbound inquiry calls and collections increasing sales to the

branch and reducing aged receivables to each branch of 8% or less.

Restructured, increased staff and introduced several programs to call centre to effectively handle all customer orders,

inquiries, etc. Increased sales in call centre to exceed corporate targets (centre had been below for 5 plus years).

Increase customer satisfaction levels. Decreased call wait and call handling times. Increased employee satisfaction.

Staff Development:

Designed, developed and implemented all staff training, training manuals, Standard Operations Procedures and

performance programs which resulted in high performing CSR's, increase in sales and decrease in customer

complaints.

Staffing:

Worked directly with Human Resources to streamline hiring and onboarding process.

Changed RS& H process to ensure high caliber CSR's.

Professional Experience:

Storage Spot Canada, Toronto, ON – March 2006 to March 2012 - V.P. of Operations

Temporary Work – May 2005 to March 2006 - Various temp agencies – various temp jobs

Securit, Oakville, ON – October 2004 to May 2005 - Call Centre Manager

Affinity Express, Burlington, ON – September 2003 to October 2004 - Call Centre/Customer Service Manager

Credit Counselling Reinforcement, Hamilton, ON – October 2000 to September 2003 - V.P. of Operations

Gerrie Electric Wholesale Ltd., Burlington, ON – July 1999 to October 2000 - Call Centre Operations Manager/Customer

Service Manager – call centre & branches

Spaenaur Inc., Kitchener, ON – September 1998 to July 1999 - Call Centre Operations Manager

Interactive Media Group (Lavalife)., Toronto, ON – November 1994 to September 1998 - Team Leader Specialist -Call

Centre Operations

Education:

Mohawk College, Hamilton, ON

Business Management - Operations

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