Bill Duncan
Whitby,ON
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
12
12
years of professional experience
Work History
Customer Operations Manager
Canadian Linen And Uniform Service
06.2019 - Current
- Managed day to day operations of the service department
- Responsible for recruiting, hiring and training of team members
- Help to drive growth and retention year over year
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- A thorough understanding of P&L as it relates to operations, maintenance, production, and fleet.
- Build and maintain customer relationships, ensuring a positive experience for all.
Customer Service Manager
Canadian Linen And Uniform Service
10.2011 - 05.2019
- Responsible for a team of 7 Customer Service Representative
- Assumed ownership of team
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Actively listened to customers, handled concerns quickly and provided a positive experience
Education
Bachelor of Arts - Political Science
Wilfrid Laurier University
Waterloo, ON06.2004
Skills
- Customer Retention
- Hiring and Onboarding
- Staff Management
- Performance Evaluation and Monitoring
- Policy Development and Enforcement
- Effective Leader
- Operations Oversight
- Employee Development
- Schedule Management
- Performance Improvement
Languages
English
Native or Bilingual
Timeline
Customer Operations Manager
Canadian Linen And Uniform Service
06.2019 - Current
Customer Service Manager
Canadian Linen And Uniform Service
10.2011 - 05.2019
Bachelor of Arts - Political Science
Wilfrid Laurier University
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