Candis Carew
Mississauga,ON
Summary
Results-driven manager with extensive experience in payment processing industries and leadership roles. Proven ability to reduce downtime and costs while enhancing sales and customer satisfaction. Committed to optimizing processes for improved efficiency.
Overview
14
14
years of professional experience
Work History
Sales Manager
Merchant 1 Payments
Toronto, ON
10.2024 - 04.2025
- Developed sales plans, goals, strategies and objectives to achieve team goals and revenue objectives.
- Built sales forecasts and schedules to reflect desired productivity targets.
- Assisted senior management in developing long-term strategic goals for the company's growth.
- Enhanced sales volume through skilled support to both new and inactive customers.
- Coached, developed and motivated team to achieve revenue goals.
- Managed daily operations of sales department, including supervision of staff members.
- Trained, coached, and mentored junior sales personnel to ensure success in their roles.
- Improved profit margins by effectively managing expenses, budget and overhead, increasing closings and optimizing product turns.
- Supported sales team members to drive growth and development.
- Created and presented monthly reports to management on sales performance.
Senior Customer Service and Loyalty Manager
CPOS INC
01.2021 - 06.2024
- Spearheaded customer service and loyalty programs, leading a team of professionals to achieve and exceed company goals
- Developed and implemented strategies to improve customer satisfaction, resulting in a measurable increase in loyalty and retention rates by 30% and reduce transactional errors by 15%
- Collaborated with cross-functional teams to streamline processes and enhance the overall customer experience
- Conducted regular training sessions to ensure team members were equipped with the necessary skills and knowledge to deliver exceptional service.
- Drove incremental revenue through targeted upsell initiatives designed specifically for high-value customers.
- Created compelling marketing campaigns to increase awareness of loyalty benefits among target audiences.
Team Lead
Elavon
03.2014 - 10.2020
- Managed a team of customer service representatives, providing guidance and support to optimize performance and productivity
- Implemented performance metrics and tracked key performance indicators (KPI's) to evaluate team performance and identify areas for improvement
- Fostered a positive work environment conducive to employee growth and development
- Acted as a liaison between frontline staff and upper management, facilitating effective communication and problem resolution.
- Trained new team members by relaying information on company procedures and safety requirements.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Conducted performance reviews and provided constructive feedback to support professional development and career growth.
- Directed and supervised team of 20+ agents engaged in improved customer experience and service development.
Senior Customer Service and Loyalty Manager
INKAS
01.2011 - 03.2014
- Oversaw customer service operations, including handling inquiries, resolving issues, and ensuring customer satisfaction
- Managed a team of service representatives, providing training, guidance, and performance feedback
- Developed and implemented strategies to enhance customer experience and resolve payment-related issues efficiently.
- Collaborated with other departments to address customer concerns and improve overall service delivery.
- Monitored key performance indicators (KPIs) to assess team performance and identify areas for improvement.
- Coordinated with other departments to ensure seamless integration of payment solutions and address any technical issues.
Education
BA in Political Science - Political Science
McGill University
Montreal, QC09.2006
Skills
- Sales forecasting and revenue generation
- Team motivation and performance tracking
- Budget management
- Customer relationship management
- Staff supervision
- Business analytics
- Marketing strategy development
- Operating procedures and policies
- Competitive analysis
- SaaS expertise
- Excel reporting skills
- KPI development and analysis
- Business development and planning
- Collaborative teamwork
- Sales presentations delivery
- Data analytics proficiency
- Lead database management strategies
- Effective communication skills
- Performance evaluation techniques
- Employee training programs
- Strategic planning initiatives
Accomplishments
- Completed 3 month training program for management skills "Step into leadership"
- Winner of "Legends of Possible" award for outstanding service from US Bank (Elavon)
Languages
5
Skills
- Customer Service Management
Timeline
Sales Manager
Merchant 1 Payments
10.2024 - 04.2025
Senior Customer Service and Loyalty Manager
CPOS INC
01.2021 - 06.2024
Team Lead
Elavon
03.2014 - 10.2020
Senior Customer Service and Loyalty Manager
INKAS
01.2011 - 03.2014
BA in Political Science - Political Science
McGill University