Customer Service Sales

Gelareh S. Dadres 778-***-**** *******@*****.***

Professional & Dynamic Customer Service, Sales & Training Manager

Sales and Customer Service Training ● Curriculum Design and Facilitation ● Staff Development and Coaching

A versatile and result-driven Sales Professional with a proven record of achievement in Sales and Customer Service Management, Training and Staff Development, Team Building, Operations, Curriculum Design and Facilitation. Solid track record of building and retaining top performing Sales and Customer Service Teams securing key clients and increasing customer loyalty. Tenacious in building new business and forging strong relationships with external business partners to exceed company goals and targets on a regular basis. Exceptional mentor and coach that combine business acumen with innate leadership abilities to train, build and motivate team members to strive for continuous success. Self-motivated and resourceful leader , consistently generating results found in experienced leadership and relationship management skills.

Areas of Expertise:

●Sales and Customer Service ●Team Building & Leadership ●Training and Coaching

●Training Needs Analysis ●Curriculum Design ●Visa & Credit Card Expertise

●Employee Retention ●Quality Assurance & Development ●Adult Training

●Effective Communicator ●Relationship Management ●Dynamic Leader

●Resourceful Team Player ●Strategic Thinker ●Mortgage Financing

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Career Highlights:

Sales and Customer Service Management

• Increased overall quarterly profits by setting goals and targets for sales teams and ensured that the necessary coaching and training is provided to staff to meet targets on a regular basis.

• Developed a Customer Service policy for the entire organization to ensure that customers’ needs are satisfied and customer expectations of service are met and exceeded while sales targets are met and exceeded.

Training Needs Analysis and Assessment, Design and Facilitation

• Analyzed and assessed the training needs of the organization to determine the gap between the knowledge, skills and attitudes that the staff possessed in relation to the knowledge, skills and attitudes required to meet the organization’s objectives.

• Created and designed manuals; training guidelines and workbooks for different departments. Coached and guided team leaders to facilitate effective up training sessions to maximize sales and service potentials within individual teams.

Product Launch and Business Development

• Performed consumer needs analysis, market sizing, and competitive analysis to determine which features & products will address key consumer opportunities.

• Transform business requirements into detailed product requirements and lead cross-functional teams in product definition and design.

• Designed and launched the CHIP & PIN project following Visa Canada guidelines.

• Assisted with the acquisition and pricing of over 6000 mortgage portfolios from other lending institutions.

• Designed a detailed plan of action and recommendations for introducing new products to existing and new customers.

Gelareh S. Dadres 778-***-**** *******@*****.***

Professional Experience: Home Trust Company, Toronto, Ontario 2008 – 2011 Customer Service & Sales Manager

• Successfully managed a team of 40 Mortgage and Visa Financial Service Advisors

• Held weekly assessment meetings with team supervisors to ensure that service and production quota and targets are met

• Assisted with the design and implementation of second-mortgage lending programs

• Maximized income and profits by implementing advertising and marketing campaigns

• Achieved and exceeded volume production forecasted in less than six months

• Developed and implemented strategy for signing new contracts and managing relationships with internal and external clients and partners

Home Trust Company, Toronto, Ontario 2006 – 2008 Sales Training & Quality Assurance Manager

• Developed and implemented comprehensive training material and programs for all Home Trust Mortgage and Visa Products and Departments

• Facilitated national and company wide sales training seminars for Team Leaders and Department Managers

• Evaluated training programs provided to different departments such as customer service and renewal

• Monitored the overall performance of Mortgage and Visa Departments to ensure sales targets are achieved on a quarterly basis and to analyze training needs

• Conducted Semi-annual reviews with Team Leaders and Managers to ensure company approved Training and Quality Assurance guidelines are followed

Club Intrawest, Vancouver, BC 2001 – 2006 Sales and Customer Service Training Supervisor

• Delivered new training solutions that met the needs of the business and the staff

• Developed and implemented practical training manuals for new employees

• Coached and supervised successful marketing staff resulting in increasing the resort sales

• Accurately reporting and analyzing daily productivity within the teams

• Regular review, monitoring and quality assurance sessions with new employees to ensure best practices are regularly implemented

• Conducted quarterly performance reviews with staff to ensure that targets are being met

• Designed & Facilitated up training programs for staff on a regular basis

Formal Education: Carleton University, Ottawa, Ontario 1996 – 2000 Bachelor of Arts, English & Law

OREA Real Estate College, Toronto, Ontario 2007 - 2008 Real Estate and Mortgage Specialist

Vancouver Community College 2011 – Present Provincial Instructor Diploma

Technical Skills: Proficient in a variety of software applications on various platforms including:

• Microsoft Office Suite (Word, Excel, PowerPoint, Access and Visio)

• Certegy, SIT, LAN, WAN

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