Angela Ley
730 APPLEWOOD CRES, MILTON,ON
Summary
Dynamic professional with extensive experience in team leadership and employee training. Skilled in client relationship management and resolving customer inquiries, contributing to improved retention and operational efficiency.
Overview
16
16
years of professional experience
Work History
Fulfillment Specialist
Edac, Inc.
Markham, Ontario
06.2022 - 03.2025
- Collaborated with team members to streamline workflow processes, enhancing overall efficiency.
- Assisted customers with inquiries about order status, ensuring timely and accurate information.
- Resolved customer inquiries via phone, email, or other communication channels.
- Received and processed incoming orders, ensuring accuracy of data entry.
- Collaborated with management team on initiatives related to fulfillment operations.
- Organized and tracked shipments to ensure timely delivery.
- Resolved customer issues promptly, contributing to improved retention rates.
Customer Experience Leader
Indigo
|Georgetown
07.2021 - 06.2022
- Assisted in managing daily store operations and staff scheduling.
- Trained new employees on store policies and customer service standards.
- Implemented visual merchandising strategies to enhance product displays.
- Resolved customer inquiries and complaints, enhancing overall customer satisfaction.
- Handled complaints from customers by empathetically listening, recording details and offering solutions.
- Completed frequent walk-throughs and directed team members to correct issues impacting store appearance or professionalism.
- Delegated assignments based on team strengths, optimizing floor coverage and improving service levels.
- Provided mentorship for employees to generate sales, promote effective upselling and cross-sell to improve retail productivity.
- Led teams in planning, implementation and execution of merchandising and operating initiatives to streamline business effectiveness.
- Engaged customers in conversation to effectively identify needs and enhance service experience.
Customer Experience Representative
Indigo
Milton, Ontario
10.2018 - 06.2021
- Provided exceptional customer service by addressing inquiries and resolving issues.
- Assisted customers in locating books and recommending titles.
- Greeted customers and provided assistance with their inquiries.
- Processed sales transactions with precision using point-of-sale systems, ensuring accurate financial reporting.
- Trained new staff on operational procedures and customer interaction techniques to enhance service quality.
- Organized book displays to improve customer engagement and accessibility.
Sales, Marketing & Business Development
Atlantic Bearing & Drives
Milton, Ontario
10.2017 - 04.2020
- Delivered accurate and efficient execution of daily responsibilities.
- Promoted high customer satisfaction through prompt problem resolution and friendly service.
- Identified customer needs swiftly to enhance service delivery.
- Contributed innovative ideas to improve team performance and outcomes.
- Maintained and updated databases with current information for accuracy.
- Managed time effectively, ensuring timely completion of tasks and adherence to deadlines.
Connector Specialist
Comtest Networks
Ottawa, Ontario
02.2017 - 09.2017
- Resolved customer issues with knowledgeable, friendly service to enhance satisfaction.
- Identified customer needs promptly to address inquiries and improve overall experience.
- Utilized advanced technical skills to troubleshoot complex problems and implement effective solutions.
- Developed strong client relationships to gain insight into needs and preferences.
- Conducted product presentations highlighting features and benefits to engage customers.
- Maintained accurate records of customer interactions within CRM software for tracking purposes.
- Sourced new sales opportunities through proactive lead follow-up and cold calling.
- Cultivated existing customer relationships to encourage repeat business.
Business Development Manager
Custom Rapid Solutions Inc
Toronto, Ontario
12.2015 - 01.2017
- Developed strategic partnerships to expand service offerings and market presence.
- Analyzed market trends to uncover new business opportunities and customer needs.
- Created and delivered presentations to potential clients highlighting service solutions.
- Managed client relationships, ensuring satisfaction and retention through consistent communication.
- Identified and engaged potential clients, negotiating contracts effectively.
- Maintained an organized database of existing customers and prospective leads.
- Participated in weekly executive meetings to assess progress toward goals.
- Established new customer accounts through negotiation and closing techniques.
Regional Business Development Manager
|Edac, Inc.
Markham, Ontario
03.2009 - 12.2015
- Developed regional sales strategies to increase market penetration and boost customer engagement.
- Led sales representatives to exceed revenue targets and implement growth initiatives.
- Managed key client relationships, ensuring high satisfaction levels and retention rates.
- Resolved escalated customer complaints promptly and professionally.
- Identified key accounts within the region, creating tailored growth plans.
- Provided leadership during negotiations with clients across all organizational levels.
- Created monthly reports detailing regional performance metrics and development recommendations.
- Built relationships at trade shows and conferences to attract new customers and strengthen existing connections.
Skills
- Technical problem solving
- Price quote preparation
- Customer engagement
- Client management
- Sales engagement techniques
- Market research
- Employee training
- Team leadership
- Exceptional multi-tasker
- Effective communication
- Communication skills
- Relationship building
Timeline
Fulfillment Specialist
Edac, Inc.
06.2022 - 03.2025
Customer Experience Leader
Indigo
07.2021 - 06.2022
Customer Experience Representative
Indigo
10.2018 - 06.2021
Sales, Marketing & Business Development
Atlantic Bearing & Drives
10.2017 - 04.2020
Connector Specialist
Comtest Networks
02.2017 - 09.2017
Business Development Manager
Custom Rapid Solutions Inc
12.2015 - 01.2017
Regional Business Development Manager
|Edac, Inc.
03.2009 - 12.2015