DANIELLE PASSUCCI
Langley,BC
Summary
Reliable Area Manager successful at operating in high-volume, fast-paced environment. Skilled in leading teams to meet objectives on stringent timelines. Empowering leader with superior communication and collaboration abilities demonstrated over ten years of management performance.
Overview
26
26
years of professional experience
Work History
Retail Area Manager
Rogers Communications
12.2014 - Current
- Recruited, interviewed, and hired talented individuals bringing dynamic sales expertise to organization.
- Conducted ongoing staff development to help employees achieve growth within job roles.
- Managed budgets effectively, ensuring optimal resource allocation for maximum return on investment.
- Evaluated store layouts to optimize traffic flow, leading to improved customer experiences.
- Collaborated with cross-functional teams to drive continuous improvement initiatives throughout the retail area.
- Western Area Manager for all Shaw Corporate and Branch locations from British Columbia to Ontario leading Shaw harmonization June 2023- January 2024.
Retail Manager
Shaw Communications Inc
10.2012 - 12.2014
- Leading team in achieving monthly sales targets.
- Leading, developing, and coaching team performance through effective and motivating mentoring strategies to achieve maximum performance.
- Working with Area manager, regional manager and other store managers regarding employee relations ensuring the highest possible performance standards and employee engagement
- Actively networking for the best and the brightest job candidates
- Monitoring inventory levels and control standards
- Managing overall store operations while supporting peer leadership group
- Reinforcing a new, unique, and refreshing service experience to our customers.
Loyalty Care Supervisor
Shaw Communications Inc
05.2010 - 10.2012
- Oversee department operations for the Vancouver system.
- Providing continuing coaching, support, and feedback
- Recruiting, developing/training, coaching, motivating, retaining, and evaluating qualified staff.
- Performance management of over 50 Loyalty Care Agents and 6 Support Representatives.
- Motivate and support team to ensure optimum engagement levels.
- Communicate departmental targets and follow-up accordingly.
- Consistently meeting or exceeding Save and Sales targets.
- Exceptional organizational skills.
Retail Assistant Supervisor
Shaw Communications Inc
01.2007 - 05.2010
- Manage Burnaby and North Vancouver retail operations.
- Ensuring that daily batches and cash-outs are completed correctly.
- Maintaining inventory and ensuring that equipment levels are maintained.
- Driving the development of high performance and superior customer service
- Handling Supervisor escalations
- Scheduling staff hours to ensure that staffing needs are met.
- Provide feedback to our customer service representative regarding coaching and quarterly performance reviews.
- Implemented and improve the process of equipment returned via UPS to maximize productivity.
- Engaging staff and ensure that monthly sales targets were meet.
Retail, Customer Service Representative
Shaw Communications Inc
06.2005 - 09.2005
- Assisted customers with finding suitable products, leading to higher sales revenue.
- Collecting/posting work orders and payments.
- Ensuring customers have a great experience with Shaw Cable Systems.
- Educating customers regarding packing and bundling.
- Resolved customer complaints promptly, resulting in increased loyalty and repeat business.
Compliance & Implementation
Shaw Communications Inc
06.2004 - 06.2005
- Administration duties including returned mail.
- E-mailing fellow representative and educating them of work orders errors.
- Generating daily reports used to remove expired promotions.
- Correct accounts to reflect that customer are paying correct rates.
- Updating note on customer account regarding returned mail and notifying proper departments.
- Knowledgeable with Microsoft Word and Excel.
Shaw Credit Area - SCA
Shaw Communications Inc
09.2002 - 06.2004
- Respond to inbound and outbound calls helping customer with financial difficulties.
- Account retention and payment.
- Answering customer collections and billing inquiries
- Training new employees.
- Team Lead, helping new employees with general questions and concerns.
- Looking after daily duties including scheduling, checking ARU & SCA messages.
- Taking escalated customer inquiries and concerns and provide pleasant professional and knowledgeable customer service.
Audit
Shaw Communications Inc
07.2002 - 09.2002
- Going to customer’s home and verifying that services are working and that they are on the correct bundle.
- Promoting Shaw services, such as cable, digital and Internet service.
- Answering general questions regarding services and billing.
Customer Service Representative
Shaw Communications Inc
01.2002 - 09.2002
- Promoting Shaw services including, cable digital and Internet products.
- Assisting customer with product, service and billing questions.
- Helping customer arrange transfer of service, setting up an account or disconnecting an account.
- Updating customer information, change of name, identification, phone number and credit card or banking information.
- Promote the features, advantages and benefits of our products and services.
- Up selling and bundling customers to better suit their needs.
Field Support Representative
Shaw Communications Inc
03.2001 - 01.2002
- Providing immediate support to technicians, verifying working orders and posting work orders.
- Provisioning digital terminal, internet modem and activating addressable taps in high rise buildings.
- Answering technicians’ general questions and concerns regarding customer’s accounts.
- Verifying that the customer is on the correct bundle.
- Ensuring that the installation of service goes smoothly and that everything is in working order before the technicians’ leaves the customer’s residents.
- Training temporary staff on the Shaw CBS system, and making sure that they fully understand how provisioning equipment works and the importance of the procedure.
- Team Lead, scheduling, answering general questions and concerns.
Customer Support / Sales Clerk
The Bay
09.1998 - 06.2001
- Snap Back (visual presentation) to ensure that merchandise was presentably, and organized for the customer shopping experience.
- Maintained a clean, organized sales floor to promote a pleasant shopping experience for customers.
Education
No Degree - Accounting And Finance
Kwantlen Polytechnic University
Langley, BC01.2000
High School Diploma -
Fleetwood Park Secondary
Surrey, BC06.1999
Skills
- Leadership Development
- Store /Operations Management
- Customer Service
- Cash Management
- Time Management
- Teamwork and Collaboration
- Problem-Solving
Volunteerhistory
- Sunny Hill Foundation for Children, 10/2000, Prepared presentation packages for fundraising initiatives., Wrapped donor recognition gifts in a presentable fashion.
- M.A.D.D. (Mothers Against Drunk Drivers), 02/1995, 03/1996, Assisted with fundraising initiatives
References
References available upon request.
Timeline
Retail Area Manager
Rogers Communications
12.2014 - Current
Retail Manager
Shaw Communications Inc
10.2012 - 12.2014
Loyalty Care Supervisor
Shaw Communications Inc
05.2010 - 10.2012
Retail Assistant Supervisor
Shaw Communications Inc
01.2007 - 05.2010
Retail, Customer Service Representative
Shaw Communications Inc
06.2005 - 09.2005
Compliance & Implementation
Shaw Communications Inc
06.2004 - 06.2005
Shaw Credit Area - SCA
Shaw Communications Inc
09.2002 - 06.2004
Audit
Shaw Communications Inc
07.2002 - 09.2002
Customer Service Representative
Shaw Communications Inc
01.2002 - 09.2002
Field Support Representative
Shaw Communications Inc
03.2001 - 01.2002
Customer Support / Sales Clerk
The Bay
09.1998 - 06.2001
No Degree - Accounting And Finance
Kwantlen Polytechnic University
High School Diploma -
Fleetwood Park Secondary
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