Cleve Hartwick
3515 Rue de Verdun Verdun,QC
Summary
Experienced and reliable Team Manager with successful history leading and motivating staff members to exceed goals. Offers excellent communication and organizational skills. Adept at resolving conflicts and addressing emerging issues.
Overview
22
22
years of professional experience
Work History
Team Manager
Telus Communications
03.2008 - Current
- Coordinated team collaboration to share ideas and build best practices.
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Led employee relations through effective communication, coaching, training, and development.
- Delivered regular team meetings for aligned work towards common goals.
- Analyzed team performance data to provide meaningful insights, enabling informed decision-making.
- Cultivated positive, productive team environments, resolving conflicts quickly.
- Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
- Established and maintained performance, quality and service standards for professional customer care.
- Recruited and trained high-performing team members, maintaining optimized customer service.
- Facilitated meetings to communicate team performance goals and results.
- Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans, and follow-up procedures.
- Aligned team goals and objectives with organizational strategy, aiding business growth.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Defined clear targets and objectives and communicated to other team members.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Evaluated employee performance on monthly and quarterly basis and coached and trained over 100 team members, increasing quality of work and employee motivation
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Developed detailed plans based on broad guidance and direction.
Outbound Sales Call Center Agent
CBU Publications
01.2007 - 02.2008
- Represented company professionally in situations, working through challenging phone calls and cultivating positive interactions by remaining calm and poised.
- Used computer databases to keep track of phone calls, confidential notes about conversations and customer contact information.
- Established professional relationships with clients and call center team members to boost trust, rapport and reliability.
- Maintained accurate database of customer accounts and sales information to enable tracking history and preserve consistent records.
- Conducted 50-100 outbound phone calls daily to reach potential clients and market print advertising products.
- Developed and implemented strategies to increase customer retention and sales.
- Overcame objections using friendly, persuasive strategies.
- Pitched products and services to potential customers, securing new deals and sales opportunities.
- Utilized sales techniques to build customer interest and close sales.
- Generated leads and established relationships with potential customers through outbound telephone calls.
- Explained product prices and packages as well as answered questions and addressed concerns of customers.
- Delivered scripted sales talks to customers reached via manual and automatic dialing systems.
- Represented company professionally in situations, working through challenging phone calls and cultivating positive interactions by remaining calm and poised
Collision Estimator
Carstar
06.2001 - 12.2006
- Examined client financial records to inform on possible plans for total-loss vehicles or large repairs.
- Advised clients on plans for repairs, possible value of salvage parts and appropriate mechanics for repairs needed.
- Worked with repair shops to review potential costs and overall necessity of automotive repairs.
- Collaborated with repair workers to determine feasibility of repairs under constraints of coverage limits, time frame and customer finances.
- Prepared insurance forms on behalf of customers, detailing damage details, car conditions and shop quotes.
- Documented damage with photographs and detailed written descriptions.
- Inspected vehicles to evaluate necessary repairs and determine extent of damage.
- Negotiated completed damage estimates and repair costs.
- Provided quotes on repairs with great accuracy, taking insurance, type of car and extent of damage into consideration.
- Used ADP and Mitchell collision estimation software to calculate damages and claim values.
- Completed appraisals on automobiles, light trucks, custom cars, vans and many other vehicle types.
- Helped customers obtain alternate transportation via rental car services.
- Accurately estimated parts and labor for over repairs.
- Liaised between car owners and insurance agencies about auto damage and insurance claims.
- Prepared bids and proposals to submit to clients and secure new business.
- Gathered data on materials, labor and equipment costs to determine total costs of projects.
- Reviewed and approved invoices and payments, verifying accuracy of expenses.
- Provided accurate estimates by defining scope, timelines, potential setbacks, and limitations.
- Monitored project progress to identify and address changes in project scope or budget.
- Negotiated contracts with suppliers and vendors, securing best pricing for materials, labor and equipment.
- Stayed current with industry regulations and standards to produce cost estimates in compliance with all relevant laws.
- Utilized cost-estimating software to streamline estimating processes and produce accurate and reliable estimates.
Education
Audio Recording - Audio Recording Technology
Ontario Institute of Audio Recording Technology
London, ON07.1996
High School Diploma -
Napanee District Secondary School
Napanee, ON06.1990
Skills
- Customer Service
- Performance Tracking and Evaluations
- Operational Efficiency
- Organizational Policies
- Team Management Understanding
- Strategic Goals
- Quality Standards
Timeline
Team Manager
Telus Communications
03.2008 - Current
Outbound Sales Call Center Agent
CBU Publications
01.2007 - 02.2008
Collision Estimator
Carstar
06.2001 - 12.2006
Audio Recording - Audio Recording Technology
Ontario Institute of Audio Recording Technology
High School Diploma -
Napanee District Secondary School
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