Celeste Farquharson
Mississauga,ON
Summary
Customer-oriented general manager with several years of experience focused on increasing production and minimizing downtime. Adaptive and deadline-oriented with capacity to execute and complete multiple projects in high-stress environments. Meticulous leader and strategic planner with comprehensive managerial acumen.
Overview
14
14
years of professional experience
Work History
General Manager
TelePartners Call Centre Inc.
Toronto, ON
11.2012 - 08.2023
- Managed all aspects of daily business operations including budgeting, staffing, scheduling, inventory control, customer service and payroll.
- Developed and implemented operational strategies to improve efficiency, reduce costs and maximize customer satisfaction.
- Established and maintained effective communication with staff members to ensure efficient operations.
- Monitored financial performance and identified areas for improvement in cost savings and revenue generation.
- Coordinated training activities for employees to ensure compliance with company policies and procedures.
- Oversaw product development initiatives from concept through completion stages.
- Analyzed existing processes for effectiveness and developed new systems as needed to enhance overall productivity levels.
- Resolved customer complaints quickly while maintaining high quality standards of service delivery.
- Conducted regular meetings with senior management team and clients to review progress against established objectives.
- Prepared detailed reports for senior leadership outlining key performance metrics related to operational success.
- Assisted in the recruitment process by interviewing potential candidates for open positions.
- Coordinated with other departments to ensure successful delivery of services and systems.
Inside Sales Representative
Ingram Micro
Mississauga, Ontario
01.2010 - 11.2012
- Provided customers with product information, pricing and availability.
- Conducted outbound calls to existing clients to upsell products or services.
- Researched customer needs and preferences to identify and curate opportunities for new business.
- Maintained detailed records of customer interactions, orders and account status updates.
- Established relationships with key decision makers at target companies.
- Negotiated contracts with customers regarding price, delivery terms, payment terms and other conditions.
Education
Bachelor of Arts - Psychology
York University
Toronto, ON10-2016
Skills
- Customer Relationship Management
- Service Quality Improvement
- Customer Retention
- Business Administration
- Project Management
- Human Resources Management
- Contract Negotiations
- Business Development
- Recruitment
- Performance Improvement
Languages
English
Professional
French
Professional
Accomplishments
- CAM-X Award of Excellence achieved in 2019 for superior call centre management and delivery.
Affiliations
- More than 15 years of experience in various sales and customer service environments.
Proven ability to work effectively in both independent and team situations with positive
results.
Excellent communication, interpersonal, organizational and leadership skills.
Quick learner, adaptable, able to grasp new ideas, concepts and methods.
Proficient in the use of MS Office Programs such as Word, Quick Office, Excel, and
PowerPoint.
References
References available upon request.
Timeline
General Manager
TelePartners Call Centre Inc.
11.2012 - 08.2023
Inside Sales Representative
Ingram Micro
01.2010 - 11.2012
Bachelor of Arts - Psychology
York University
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