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| Position wanted: |
Director, Sr. Manager, Manager, Sales |
| Job category: |
AdministrativeBankingCustomer ServiceHotel IndustryInternetManagement/ManagerialReal Estate/PropertyRetailSales |
| Preferred Location: |
Costa Rica |
| Preferred City-State/County: |
San José |
| Objective and Resume Summary: |
|
Leadership Profile:
Nine years experience in leadership roles; seven of which were focused on strategic planning and implementation of projects in the Credit and Contact Centre Industries..
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| Skills: |
Director, Senior, Manager, Project, Sales, Real Estate, Property, ecommerce, e-commerce, commerce |
| Known languages (and levels): |
English-Very GoodSpanish-A little
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| Type of Employment wanted: |
ContractFull TimePart TimeTemporary
|
| Minimum Yearly Salary in Numbers: |
Unspecified
|
| Current Location: |
Canada, Alberta, Calgary |
| Education History, Qualifications & other additional information: |
| Level of Education: |
Bachelor
|
Professional Education:
2005 - Alberta Real Estate Agent’s program
2003 - Operations Management, Call Centre - Seneca College
2001 - Leadership Fundamentals - Hbc University
2000 - E-commerce Business to Customer - Centennial College
1998 - Front Page Web Design - Ryerson University
1997 - Personal Financial Counseling Program, - Institute of Canadian Bankers
1996 - Investment Funds in Canada - Institute of Canadian Bankers
Education:
1994-1995 EPB College – Peterborough, ON
Bachelor of Theology (Fast Tracked)
1990-1993 Memorial University of Newfoundland - St. John's, NF
Bachelor of Commerce Program
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| Work History & Experience: |
| Years of Work Experience: |
10 to 15 Years |
Professional Experience:
October 2005 – Present – Self Employed
• REALTOR
May 2000 – Oct 2005 – Hudson’s Bay Company, Toronto
• Sr. Manager Operations, E-Commerce – Hbc Direct (May 2005 – Oct 2005)
Responsible for the management of web and Hbc Direct operations: through the development of strategic plans to build business policies and processes that sustains web traffic, drive sales conversions and fulfils the Hbc Direct promise to the customer. Accountabilities include: being the business representative for Hbc Direct strategy, and as lead contact with IS for systems recommendations and upgrades. Identifying opportunities and process enhancements of existing practices related to Hbc Direct operations and identify benefits to build business cases to support. Establishing and executing initiatives that support the overall Hbc Direct strategy. Support the customer service department for Hbc Direct and B2B loyalty customers and the positive return on associated costs as well as protecting Hbc’s trademarks and brands on the World Wide Web.
Achievement Highlights:
- Streamlined shipping process and reporting to save Hbc Direct $125,000 annually
- Reduced Hbc Rewards online order rejects by 53%, resulting in a reduction of 1 FTE
• Contact Centre Manager, National Customer Care and New Business Integration - Hbc Credit and Loyalty Management Services (May 2000 – May 2005)
Joined Hbc in May of 2000 as a Credit Contact Centre Supervisor; assisted in the launch of the Contact Centre for Hbc.com Customer Care and was promoted to Manager in September 2000. Set up and launched National Bi-Lingual Contact Centres for Hbc Rewards, Hbc Privacy Office and Living Spree Customer Service. Accountabilities included set up and management of National Bi-lingual Contact Centers in three locations (Montreal, Toronto and Vancouver) that handle customer service as one virtual centre.
Achievement Highlights:
- 2004 achieved a unit cost 18% better than plan resulting in a savings of $377,000
- Successful launches of three Hbc Contact Centres completed within planned timelines.
- Created an environment where staff development and succession are encouraged - 12 associates advanced within an 18 month period.
May 1998 – May 2000 - ING Direct (ING Bank of Canada), Toronto,
• Senior Operations/Project Leader
Midnight Team, Contact Center Supervisor for Internet banking in a 24/7 call centre environment. In this capacity I was accountable for the midnight team, maintaining service levels and developing streamlined operational procedures for handling inbound calls and emails. I was responsible for the coaching and developing of associates through call monitoring and one on one training sessions. In addition, I handled the auditing of the ING Loan account adjudication and credit analysis of new loan applications.
Achievements:
- Consistently achieved 8% client conversion vs. standard of 5%.
- Special projects: Canadian Tire Line of Credit sales, outbound sales team
June 1995 – May 1998 - Bank of Nova Scotia - Toronto
• Financial Services Advisor
Responsibilities included credit analysis and mortgage adjudication as well as the sales and service of mortgages, lines of credit, personal loans and investments. I was designated as branch trainer for Customer Service Representatives and Tellers and assisted in the training program for new Personal Banking Officers. I was also appointed Operations Officer for a period of one year, supervising Customer Service Representatives and Tellers.
Achievements:
- 1996 National Service Excellence Award
- 1997 Chairman’s Club Award. (Highest sales in Toronto East)
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