Summary
Overview
Work History
Education
Skills
Languages
Timeline
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David Neilson

Toronto,Ontario

Summary

Flexible and experienced leader with a diverse and evolving team. Strong analytical, critical and problem solving skills. Proven at people development with Customer Service Reps promoted across the organization. Excellent communication and interpersonal skills. Achievement oriented and results driven

Overview

22
22
years of professional experience

Work History

Regional Manager

Hilti Canada
01.2020 - Current
  • Manage a diverse team of 15-22 CSRs
  • Collaborate across Hilti departments to troubleshoot and problem solve customer issues
  • Provide specialized trainings to drive competency within CS
  • Hiring, upskilling and developing a high performing team
  • Experience maximizing high performance and in improving low performance
  • Consistent outperformance on KPIs. Improved level of service by 30% and reduced error rate by 25%

Account Manager

Hilti Canada
09.2013 - 01.2019
  • Collaborate and develop business partnerships with top strategic accounts
  • Engage with multiple levels of businesses to assist with problem solving and project design
  • Deliver sales leads to specialist departments to increase sales growth
  • Regularly engage with other Account Managers within the same market segment to identify opportunities for collaboration and to establish best practices
  • Utilize negotiation and dispute resolution to further develop customer relationships across 200+ accounts
  • Grew territory by 187%, outperforming expectations

Inside Sales & Customer Service

Hilti Canada
03.2012 - 08.2013
  • Provided expert customer service to customers from across Canada in a fast-paced, high-volume environment
  • Utilized strong communication and listening skills to identity new sales and service opportunities
  • Engaged with targeted partner accounts to grow and nurture relationships
  • Front line contact for most new customers
  • Utilized consultative sales approach to grow sales.

Beverage Manager

SIR Corp - Canyon Creek Restaurant
01.2011 - 02.2012
  • Managed a staff of 20+ servers and bartenders including scheduling and recruitment
  • Provided beverage training to new and existing staff
  • Consulted with senior management to design and refine cocktail, wine and beer lists
  • Delivered expert service in a fast-paced and high-stress environment
  • Provided dispute resolution assistance to ensure high customer satisfaction.

Store Manager

Runners' Choice Kingston
09.2001 - 08.2004
  • Upheld and communicated store programs and standards to employees for optimal quality, freshness, safety and cleanliness.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Managed inventory control, cash control, and store opening and closing procedures.

Education

Bachelor of Arts - Psychology

York University
Toronto, ON
06.2010

Skills

  • Sales Reporting
  • Work Planning and Prioritization
  • Teamwork and Collaboration
  • Client Relationship Building
  • New Business Development
  • Human Resource Management
  • Staff Training and Development
  • Team Leadership

Languages

English
Native or Bilingual

Timeline

Regional Manager

Hilti Canada
01.2020 - Current

Account Manager

Hilti Canada
09.2013 - 01.2019

Inside Sales & Customer Service

Hilti Canada
03.2012 - 08.2013

Beverage Manager

SIR Corp - Canyon Creek Restaurant
01.2011 - 02.2012

Store Manager

Runners' Choice Kingston
09.2001 - 08.2004

Bachelor of Arts - Psychology

York University

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David Neilson