Jean Henderson
Ottawa,Ontario
Summary
CAREER SUMMARY
Highly motivated Business Manager with 25 plus years experience within the telecommunications industry. Specializing in managing in a call centre environment with the proven ability to coach, mentor and build effective, productive working relationships with staff, peers and senior management. Respected leader who has a reputation for professionalism and negotiating solutions. Able to provide strong customer experiences, while delivering superior results.
Overview
47
47
years of professional experience
1
1
Certification
Work History
Trainer
MSi, Bell Canada
06.2014 - Current
- Present training for Initial Hire agents within Assisted Install
- Design, implementing and updating documentation on products, services, tools and systems for Bell Residential Services
- Work with various teams within Assisted Install on improvement opportunities.
Team Member and Evening Supervisor
TIM HORTONS
06.2013 - 05.2014
- Create positive moments for guests every day
- Preparing orders from customers while ensuring that a smile is put on the face of every customer; energetic and passionate to provide high quality service in a fast-paced environment with great multi-tasking and communication abilities
- Evening Supervisor/Trainer to work with new hires to ensure standards are achieved.
Manager
BELL
01.2009 - 09.2011
- Liaison between Marketing and Small Medium Business channel for new product and services releases, pricing offers and pertinent documentation for customer presentations
- Co-ordinated and launched marketing programs and general business solutions to Ontario and Quebec Small Medium Business teams (Toronto, Ottawa and Montreal)
- Established effective working relationships with Marketing teams, internal client representatives and management plus external partners
- Managed internal communications, including production and management of electronic newsletters; created and modified monthly pricing calendars for all products and services
- Provided training and support to Inbound/Outbound Channels and Vendors via conference calls or face-to-face sessions
- Emergency Work Assignment – training to upper management on Product/Services and Order Entry Issuance
- Special
Call Centre
Brownhill Communications
04.2011
- Indies – Training
- Replaced Regional
Manager
07.2006 - 01.2009
- Managed and coached a team of 15-20 call centre service representatives taking multiple inbound complex call types focusing on end to end total sales and service solutions for the small and medium business market segment
- Accountable for driving towards a $35M revenue target
- Developed and mentored team leaders on effective coaching techniques, documentation, personal growth plans and effective communication for their employee’s future success
- Achieved sales retention and quality targets with 97% average and 95% average respectively ensuring excellent customer satisfaction
- Developed a uniform key performance indicator template utilized by all business call centres for fair and equitable rating of employees
- Advocate of quality in all aspects of job – using order quality tools and call listening Verint to ensure positive customer experience
- Launched rollout of IMPACT training to Ontario and Quebec teams plus Vendor partners
- Partnered with the Union, Industrial Relations and Legal for performance management issues to increase efficiency and sales effectiveness while ensuring that employee and company rights are respected fairly
- Collaborative partner with groups such as Take to Market, Marketing, Workforce Management, Vendor Management, Training Development, Product Management, and other Regions
Regional Service Manager
09.2005 - 07.2006
- Strengthened company's business by amalgamation of two teams and associated processes
- Leader of 60 Service Consultants with 1 team leader plus team of 3 Customer Implementation Specialists
- Trained, coached and mentored staff to ensure smooth adoption of new program
- Developed and rolled out new policies
- Partnership with groups such as Sales Partners, Industrial Relations, Workforce Management, Training Development, Product Management, and other Regions
Manager
11.2004 - 09.2005
- Guided encouraged teams to provide superior customer service experience on all calls and queries
- Resolved customer questions, issues and complaints
- Assumed liaison role between customers and internal departments
- Effectively communicated with team members to maintain clearly defined expectations
- Implemented movement of IP team from Ontario to Quebec – ensuring job placement for all team members within Ontario due to site closure
Front Line Coach
02.1994 - 11.2004
- Coached a team of 20-40 call centre representatives taking inbound calls focused on delivering sales and service to business customers
- Recruitment and development of front line representatives to optimal sales and quality performance
- Co-develops career development plans with staff for success of existing career and aspirations
- Actively performance manage team members by the development and implementation of strategic coaching plans
- Track sales results to objective and uncover individual methods to improve performance
- Implementation of WorkPlace Reorganization for Centrex and Telephone Systems team
- Interfaced with groups such as Workforce Management, Training delivery, for successful delivery of our business goals
Manager
Bell Canada
10.1976 - 02.1994
- Design: Prime for implementation of Telephone Systems and Network Configurations for the Advantage Business Market
- Sales Account Executive for Large Business Customers
- Sales Representative for Medium Business Customers
- Outbound Telemarketer for Small Business Customers
- Coach Sales Support Team: Trained peer group on support functions, provided quarterly reviews to team members
- Manager Customer Systems Implementation: Coordinated and provided customer training on various telephone and voice messaging systems
- Voice/Data Sales Support: Ensured objectives were achieved by processing and tracking sales orders/revenue
Mass Club Winner
01.2009
- Ovation Award 2002 - Pursuit of Service Excellence
- Small Medium Business Call Centre Gala 2001, 2003
- Sales Millionaires Club 1988, 1989, 1990
Education
Streatham Hill and Clapham High School
Business with Legal
Willis Business College
Certification
Achieving Extraordinary Customer Relations / Service Opportunities – Achieve Global
Sales Effectiveness training - Stephen Riddell
IMPACT Sales Coaching
CPR Certification – May 2014
Timeline
Trainer
MSi, Bell Canada
06.2014 - Current
Team Member and Evening Supervisor
TIM HORTONS
06.2013 - 05.2014
Call Centre
Brownhill Communications
04.2011
Manager
BELL
01.2009 - 09.2011
Mass Club Winner
01.2009
Manager
07.2006 - 01.2009
Regional Service Manager
09.2005 - 07.2006
Manager
11.2004 - 09.2005
Front Line Coach
02.1994 - 11.2004
Manager
Bell Canada
10.1976 - 02.1994
Streatham Hill and Clapham High School
Business with Legal
Willis Business College
Achieving Extraordinary Customer Relations / Service Opportunities – Achieve Global
Sales Effectiveness training - Stephen Riddell
IMPACT Sales Coaching
CPR Certification – May 2014
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