Summary
Overview
Work History
Education
Skills
Proficiencies
Accomplishments
Timeline
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Connor Mallyon

Vancouver,BC

Summary

Dynamic Customer Retention Manager with a proven ability to develop and implement effective retention strategies, resulting in a significant reduction in churn rates. Expertise in CRM software and negotiation techniques enhances the capacity to foster strong customer relationships and drive engagement through innovative programs. Committed to elevating client satisfaction and aligning with organizational objectives.

Overview

11
11
years of professional experience

Work History

Customer Retention Manager

Vectorworks
Vancouver, BC
02.2025 - Current
  • Tracked key performance indicators related to customer retention efforts.
  • Coordinated with sales teams to ensure successful onboarding experiences for new customers.
  • Created incentives programs aimed at increasing customer engagement.
  • Generated reports detailing progress towards goals and objectives related to customer retention initiatives.
  • Cultivated relationships with existing customers through email campaigns, newsletters.
  • Assisted in the development of training materials for staff members who interact with customers.
  • Maintained database of customer records, including contact information and purchase history.
  • Participated in trade shows and other industry events as a representative of the company.
  • Developed and implemented customer retention strategies to reduce churn rates.

Sales & Program Coordinator

Vectorworks
Vancouver, BC
10.2021 - 02.2025
  • Fostered relationships with customers to expand customer base, retain business, define programming needs and strengthen organizational standing.
  • Collaborated with various parties involved in program to evaluate successes and failures as well as develop new partnerships and make proactive changes.
  • Delivered exemplary customer service and support by remaining poised in most stressful situations.
  • Input customer data into system, updating information regularly with changes to buying habits.
  • Designed and implemented program policies, frameworks and toolkits for change management processes.
  • Enhanced sales productivity by simplifying processes and evaluating new tools to foster team efficiency.
  • Created and maintained documentation on sales processes, policies and training materials and assisted with onboarding new talent.
  • Communicated project status, requirements and deadlines to stakeholders.
  • Consulted with long-term, new and prospective customers to understand needs and propose ideal solutions.
  • Uncovered issues to determine solutions and assist program participants.

Client Service Representative

William F. White International Inc.
Burnaby, BC
12.2020 - 10.2021
  • Managed and updated physical and digital client account information to keep records accurate and current.
  • Documented conversations with customers to track requests, problems and solutions.
  • Delivered high level of service to clients to both maintain and extend relationships for future business opportunities.
  • Built sustainable client relationships built on trust by applying excellent communication and interpersonal skills.
  • Researched issues and made quick decisions to achieve efficient and effective resolutions.
  • Promoted client satisfaction by working with operational teams in proper resolution of service issues.
  • Communicated information to customers about product quality, value and style.
  • Engaged customers with proactive strategies to understand needs and develop successful solutions.

Logistics Manager

William F. White International Inc.
Burnaby, BC
10.2019 - 12.2020
  • Managed day-to-day shipping and receiving, typically overseeing more than 1000 items in 24-hour period.
  • Utilized ordering, tracking and billing systems and associated processes.
  • Analyzed operational performance and implemented plans to attain organizational and financial goals.
  • Proficient in reading and interpreting functional system designs, basic operational analytics and troubleshooting guides.
  • Updated customers and interdepartmental employees on critical shipments upon request.
  • Developed strong rapport through effective client needs assessment and commitment to top satisfaction levels.
  • Performed needs analysis to determine performance gaps and developed appropriate tactics to resolve issues.

Retail Manager

Little Burgundy / Zumiez
Calgary, AB
03.2014 - 09.2018
  • Completed all daily tasks and special assignments with an efficient and quality-driven approach.
  • Assigned work to team members based on company needs, personal strengths, and job knowledge.
  • Established loyalty, executing flawless customer satisfaction, to drive client retention.
  • Streamlined operational efficiencies by hiring and training staff to drive growth initiatives.
  • Recruited and effectively guided new employees to reach team goals, and initiate growth objectives.
  • Strengthened operational efficiencies and traceability by developing organizational systems for financial reports, schedules, inventory control, and merchandising.

Education

Diploma - Journalism

SAIT
Calgary, AB
2019

High School Diploma -

Bowness High School
2011

Skills

  • Retention strategies
  • Negotiation techniques
  • Patience and tolerance
  • CRM software
  • Fiscal management
  • Customer segmentation

Proficiencies

  • Salesforce
  • Netsuite
  • JIRA
  • Confluence
  • Connect & Sell
  • Microsoft (Word, Excel, Powerpoint, Outlook, Teams)

Accomplishments

  • Awarded a trip to a sales conference for exceeding yearly sales goal.
  • Promoted from Logistics Manager to Client Services Representative in less than 12-months.
  • Developed relationships with thousands of new and existing clients while typically exceeding sales goals.
  • Consistently maintained high customer satisfaction ratings.

Timeline

Customer Retention Manager

Vectorworks
02.2025 - Current

Sales & Program Coordinator

Vectorworks
10.2021 - 02.2025

Client Service Representative

William F. White International Inc.
12.2020 - 10.2021

Logistics Manager

William F. White International Inc.
10.2019 - 12.2020

Retail Manager

Little Burgundy / Zumiez
03.2014 - 09.2018

Diploma - Journalism

SAIT

High School Diploma -

Bowness High School

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