Debbie Farah
Carleton Place,ON
Summary
Dynamic and results-oriented professional with extensive experience in global B2B sales coordination, customer service, business management, and data analytics. Adept at leading teams, implementing process improvements, and fostering strong relationships with key stakeholders. Proven track record in managing large-scale projects, including Salesforce implementation, Electronic Data Interchange (EDI) initiatives, and data analytics solutions. Recognized for strong leadership, mentorship, and strategic planning skills. Seasoned collaborator experienced in meeting needs, improving processes and exceeding requirements in team environments. Diligent worker with strong communication and task prioritization skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
26
26
years of professional experience
Work History
Business Analyst, Data and Analytics
The Royal Ottawa Mental Health Centre
06.2023 - Current
- Analyzing and interpreting complex data to provide actionable insights that support decision-making processes within the organization
- Collaborating with cross-functional teams to design and implement data-driven strategies that improve operational efficiency
- Developing and maintaining dashboards, reports, and analytics tools to track key performance indicators (KPIs) and monitor organizational progress
- Implementing training courses through Moodle for AccessMHA professionals to enhance their skills and knowledge
- Playing a key role in implementing the Stepped Care system, which matches mental health and substance use health/addiction services across Ontario, known as AccessMHA
- Implementing a call center using Microsoft Teams for AccessMHA, streamlining communication and support services.
- Collaborated with stakeholders to identify business needs and data sources.
Manager, Global B2B Sales Coordination
LoveHoney Group Formally "Standard Innovation"
01.2022 - 06.2023
- Leading a team, providing mentorship, training, and direction on best practices
- Acting as the primary escalation point for B2B customer support cases and sales orders
- Collaborating with the Head of Supply Chain Development to meet performance goals and enhance customer satisfaction
- Managing global B2B customer orders, ensuring timely dispatch from warehouses
- Developing and implementing new customer and partner service processes
- Key Achievements: Fostered strong relationships with key stakeholders to align and coordinate processes
- Led training and onboarding for new team members, enhancing team performance.
- Developed and maintained relationships with customers and suppliers through account development.
- Accomplished multiple tasks within established timeframes.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Recruited, interviewed and hired employees and implemented a mentoring program to promote positive feedback and engagement.
- Interacted with internal customers to understand and translate business needs into requirements and project scope.
- Analyzed open orders, backlog, and sales data to provide sales team with insights.
Team Lead, Customer and Partner Services
Standard Innovation
01.2015 - 01.2022
- Providing day-to-day guidance and mentorship to the North American Customer & Partner Services team
- Managing inside sales order management, ensuring accuracy and integrity
- Handling training and set up NetSuite for the CSR team
- Key Achievements: Led the Salesforce implementation, integration planning, and go-live support
- Documented and communicated processes to support team operations.
- Coached team members in techniques necessary to complete job tasks.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Trained new team members by relaying information on company procedures and safety requirements.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Developed monthly and daily production output plans to deliver on customer service and financial metrics.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Assisted in recruitment to build team of top performers.
- Conducted regular reviews of operations and identified areas for improvement.
- Created and managed project plans, timelines and budgets.
- Evaluated customer needs and feedback to drive product and service improvements.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Generated reports detailing findings and recommendations.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Prepared and presented reports on status of projects and initiatives.
- Liaised between partners and internal stakeholders to resolve conflicts.
- Collaborated with colleagues and support staff to maximize team efficiency.
- Provided outstanding service to all individuals, promoting effective, and lasting business relationships.
- Spoke with peers to verify task completion, meeting tight deadlines, and schedules.
Independent Business & Franchise Owner
Curves/Pure Bliss Spa
01.2006 - 01.2015
- Owned and managed daily operations, including financial management, employee management, and marketing
- Created and executed innovative marketing and communication campaigns to drive business growth
- Key Achievements: Awarded 'Best New Business of the Year' by the Chamber of Commerce
- Maintained low employee turnover by fostering a positive work environment.
- Handled team, customer and operations issues with calm, knowledgeable strategies to keep business on-track against targets.
- Managed labor, inventory and overhead costs effectively to maintain business profitability.
- Oversaw payroll, business planning and marketing for franchise operations.
Artistic Director/Area Supervisor
Regis Corporation
01.1999 - 01.2005
- Supervised store sales, budgeting, and customer service for 14 stores in the greater Ottawa area
- Led training programs on customer service, sales productivity, and technical skills across Canada
- Key Achievements: Consulted on a national ad campaign, providing technical expertise on brand image and presentation.
Education
Cosmetology Studies/Business - Cosmetology Studies/Business
Hair Design Center
Halifax, Nova Scotia01.1996
Skills
- B2B Sales Coordination
- Customer Service & Support
- Team Leadership & Mentoring
- Process Improvement & Implementation
- Salesforce Implementation & Integration
- Financial Management & Budgeting
- Marketing & Communication Strategies
- Project Coordinator
- Data Analysis
- Microsoft 360 Office
- Business process improvement
- Workflow Analysis
- Quality Assurance
- Operations Management
- Customer Needs Assessment
- Staff Management
- Operational Reporting
- SAP
- Customer Targeting
- Business Analysis
- Team Collaboration
- Data and Analytics
- Documentation
- Customer Communication
- Business Development
- Technical Support
- ERP Software
Languages
English
Full Professional
Volunteer With KGHA Manger and Den Mom
- Managed team logistics, schedules, and communications.
- Provided support and guidance to team members and parents, fostering a positive and inclusive environment.
Timeline
Business Analyst, Data and Analytics
The Royal Ottawa Mental Health Centre
06.2023 - Current
Manager, Global B2B Sales Coordination
LoveHoney Group Formally "Standard Innovation"
01.2022 - 06.2023
Team Lead, Customer and Partner Services
Standard Innovation
01.2015 - 01.2022
Independent Business & Franchise Owner
Curves/Pure Bliss Spa
01.2006 - 01.2015
Artistic Director/Area Supervisor
Regis Corporation
01.1999 - 01.2005
Cosmetology Studies/Business - Cosmetology Studies/Business
Hair Design Center
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