Bill Duncan
Whitby
Summary
Dynamic leader with proven expertise in operations management and customer service honed at Canadian Linen and Uniform Service. Excelled in fostering employee relations, achieving higher retention, and driving revenue growth through strategic customer relationships. Skilled in problem-solving and team leadership, consistently leading to top performance ratings and enhanced customer loyalty.
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
16
16
years of professional experience
Work History
Operations Manager
Canadian Linen and Uniform Service
06.2019 - 11.2024
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Territory Manager
Canadian Linen and Uniform Service
01.2010 - 06.2019
- Developed strong relationships with key decision-makers, fostering trust and loyalty in the assigned territory.
- Cultivated relationships with key accounts in territory and provided support to drive customer satisfaction.
- Established successful account relationships by building rapport and maintaining consistent communication.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Improved customer satisfaction and retention through frequent visits, timely response to inquiries, and effective problem resolution.
- Negotiated contracts skillfully, securing long-term agreements with clients that contributed significantly to revenue growth.
- Managed a high-performing service team, leading them to achieve consistent top performance ratings.
Customer Service Representative
Canadian Linen and Uniform Service
06.2008 - 01.2010
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Educated customers about billing, payment processing and support policies and procedures.
Education
Bachelor of Arts - Political Science
Wilfrid Laurier University
None06-2004
Skills
- Problem-solving
- Team leadership
- Operations management
- Customer service
- Employee relations and conflict resolution
- Superb time management skills
- Complex problems analysis
Languages
English
Native or Bilingual
Interests
- I participate in various sports activities for physical activity, camaraderie, and personal growth
- Gym Workouts
- Cooking
- Food Tourism
Timeline
Operations Manager
Canadian Linen and Uniform Service
06.2019 - 11.2024
Territory Manager
Canadian Linen and Uniform Service
01.2010 - 06.2019
Customer Service Representative
Canadian Linen and Uniform Service
06.2008 - 01.2010
Bachelor of Arts - Political Science
Wilfrid Laurier University
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