Professional Summary:
Results-driven with expertise in customer service, training, and online business consultancy. Proven track record of delivering exceptional service, building client relationships, and driving revenue growth. Skilled in needs analysis, product recommendation, training program design and delivery, data analysis, and online marketing. Have consulted with over 10,000 small businesses and facilitated over forty, one - month training programs throughout my career.
Experience
Web.com, Halifax NS, (October 2018 – July 2023)
Inbound & Chat online business consultant - Sales
Demonstrated skills: Excel / Word / Outlook / Customer Service / Sales / Online Chat / Microsoft Teams / Clearslide / Consultation / Work from Home / Personal Management / Inbound Sales / Negotiation / Planning
Web.com, Halifax NS, (October 2014 – October 2018)
New Hire Orientation Coordinator (Training Specialist)
Demonstrated Skills: Training / Program Design / Facilitation / PowerPoint / Excel / Outlook / Remote Training / Project Planning / Survey Creation / Wordpress / Information Management / Problem Solving / Teamwork
Web.com, Halifax NS, (August 2009 – September 2014)
Online Business consultant (Outbound)
Demonstrated skills: Outbound Sales / Negotiation / Relationship management / Empathy / Customer Service / Problem Solving / Outbound Calling / Dialer Management / Script Writing / Campaign Creation / Research Accounts / Multitasking
CIBC, Halifax NS, (August 2008 – August 2009)
Financial Customer Service
Demonstrated Skills: Inbound Customer Service / Empathy / Customer Service / Sales / Problem Solving / Aptitude for Learning / Financial education / Teamwork / De-escalation / Consultation
Aditya Birla Minacs, Halifax NS, (September 2007 – July 2008)
Training Specialist (Onstar / Toronto Star)
Demonstrated Skills: Consultation / Teamwork / Facilitation / Professionalism / Program Design / PowerPoint / Travel / Outlook / Excel / Train the Trainer / Project Planning / Sales / Remote Facilitation / Follow-up /
Aditya Birla Minacs, Halifax NS, (September 2005 – Sept 2007)
Sales agent – HP Home and Home Office
Demonstrated Skills: Sales / Inbound Calls / Customer Service / Problem Solving / Upselling / Cross Selling / Continuous Learning / Negotiation / Script Development / Consultation / Decision Making / Leadership
Education
Saint Mary’s University
Human Resource Management
Independent Studies
Google AdWords certification
Dalhousie University – Certificate in Adult Education*
Results-driven with expertise in customer service, training, and online business consultancy. Proven track record of delivering exceptional service, building client relationships, and driving revenue growth. Skilled in needs analysis, product recommendation, training program design and delivery, data analysis, and online marketing. Have consulted with over 10,000 small businesses and facilitated over forty, one - month training programs throughout my career.
Experience
Web.com, Halifax NS, (October 2018 – July 2023)
Inbound & Chat online business consultant - Sales
- Responded to twenty customer inquiries about domain names, websites, online marketing, and email services through inbound phone calls and a chat platform per day.
- Converted 30% of all contacts to find new revenue opportunities by conducting an in depth needs analysis to recommend specific products or packages, to assist with our clients online goals.
- Demonstrated ability to meet clients' unique needs and goals, whether it involved increasing website traffic or updating portfolios.
Demonstrated skills: Excel / Word / Outlook / Customer Service / Sales / Online Chat / Microsoft Teams / Clearslide / Consultation / Work from Home / Personal Management / Inbound Sales / Negotiation / Planning
Web.com, Halifax NS, (October 2014 – October 2018)
New Hire Orientation Coordinator (Training Specialist)
- Designed and delivered comprehensive one-month long training programs for new hires. These programs covered company policies, online procedures, as well as products/services offered. These included Domain Name Registration, Search Engine Optimization, Website building, E-Commerce Solutions, sales techniques and digital systems training.
- Conducted surveys and one-on-one sessions with agents to identify training gaps and issues and I worked with individual employees to tailor the learning experience to their personal learning styles.
- Responsible for updating a Wordpress website which was used for our sales team with the most up to date information.
Demonstrated Skills: Training / Program Design / Facilitation / PowerPoint / Excel / Outlook / Remote Training / Project Planning / Survey Creation / Wordpress / Information Management / Problem Solving / Teamwork
Web.com, Halifax NS, (August 2009 – September 2014)
Online Business consultant (Outbound)
- Conducted outbound calls to clients to review their portfolio and recommend updates including renewals and online marketing programs.
- Identified upsell and cross-sell opportunities to enhance clients' online presence with a specialty in working on online branding.
- Obtained Google Certification in search, gaining expertise in Search Engine Optimization and how Social Media affects the overall online presence with online search engines.
Demonstrated skills: Outbound Sales / Negotiation / Relationship management / Empathy / Customer Service / Problem Solving / Outbound Calling / Dialer Management / Script Writing / Campaign Creation / Research Accounts / Multitasking
CIBC, Halifax NS, (August 2008 – August 2009)
Financial Customer Service
- Responsible for taking inbound customer service calls from clients looking for any number of financial interactions. This included calls with account inquiries, regarding bank accounts, fees as well as credit card payments.
- Worked with clients to identify their best bundles for lending products by using consultative sales techniques and full needs assessments.
- Trained on different financial products including TFSA / Credit Card Solutions / Mortgage Refinancing
Demonstrated Skills: Inbound Customer Service / Empathy / Customer Service / Sales / Problem Solving / Aptitude for Learning / Financial education / Teamwork / De-escalation / Consultation
Aditya Birla Minacs, Halifax NS, (September 2007 – July 2008)
Training Specialist (Onstar / Toronto Star)
- Developed a full transition training program for two different clients. One moving offshore to Bangalore India and the second to Manila in the Philippines.
- Assessed our training materials to ensure that they covered the different learning styles of the employees as well as the different types of clients they would be encountering.
- Conducted a three-month training program in Manila and a three-week program in Bangalore covering product knowledge, operations, quality monitoring, and Train the Trainer courses.
Demonstrated Skills: Consultation / Teamwork / Facilitation / Professionalism / Program Design / PowerPoint / Travel / Outlook / Excel / Train the Trainer / Project Planning / Sales / Remote Facilitation / Follow-up /
Aditya Birla Minacs, Halifax NS, (September 2005 – Sept 2007)
Sales agent – HP Home and Home Office
- Responsible for receiving 10-20 Inbound sales calls per day regarding selling HP Products including laptops / desktops, printers and accessories.
- Studied and became an expert in HP Products including printing / Inks / Paper as well as HP Photography.
- While working as a sales agent was able to become the fastest promoted agent to trainer in the campaigns history.
Demonstrated Skills: Sales / Inbound Calls / Customer Service / Problem Solving / Upselling / Cross Selling / Continuous Learning / Negotiation / Script Development / Consultation / Decision Making / Leadership
Education
Saint Mary’s University
Human Resource Management
Independent Studies
Google AdWords certification
Dalhousie University – Certificate in Adult Education*
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