Ellison Steele
Brampton,ON
Summary
Proven leader with background handling high-pressure performance targets. Focused on continuous improvement in every metric and helping associates reach new targets with creative strategies. History of maximizing revenue, customer satisfaction and teamwork with proactive approach.
Overview
4
4
years of professional experience
Work History
Consumer Response Associate/Marketing Assistant
Savaria Concord Lifts
- Managed anaverage of 60 customer inquiries daily, providing optimal solutions and reinforcing relationships
- Worked directly with regional sales managers to route leads and maximize sales
- Handled marketing sample/brochure orders, and monitored multiple brand's email inboxes
- Ran weekly and monthly financial reports, generated invoices, and processed credit card payments for Savaria's dealer network
- Remained current on new marketing campaigns to respond appropriately to marketing related inquiries.
Associate Manager
Sutherland Global: Restaurant Brands International
08.2020 - 04.2023
- Led a team of 25 agents, improving the team's performance through regular coaching and developing new job aids, resulting in 64% of the team consistently exceeding KPIs and the rest meeting the targets
- Managed client escalations and executive updates
- Improved morale for all agents by creating an Employee Engagement Committee.
Efficiency Specialist
Sutherland Global: Restaurant Brands International
- Ensured consist productivity among 100+ agents through live monitoring and PowerBI reporting, as well as productivity tracking software
- Optimized schedules, improving service level by 15% and reducing payroll costs by 4%.
Customer Service Subject Matter Expert
Sutherland Global: Restaurant Brands International
- Guided 100+ team members through routine activities and challenging questions in the live support chat
- Handled calls from escalated or Tier 2 customers, providing resolutions to issues the front-line agents could not resolve effectively.
Inventory Manager/Buyer
Global Aerospace Corporation
10.2019 - 07.2020
- Implemented inventory control systems to ensure accurate tracking of stock levels and reduce losses
- Sourced alternative aerospace lubricants, cutting costs by 40% and averting an industry-wide shortage
- Secured a $120,000 USD maintenance contract with an international buyer.
Education
Certificate in Full Stack Web Development -
York University
Toronto, ONSkills
- Microsoft Teams,Office, and PowerBI
- Zoho, Zendesk, Dynamics365
- People Management
- Process Improvement
- Web Development
- Adobe Suite
- Budget Management, Financial Reporting, Billing, and Forecasting
Timeline
Associate Manager
Sutherland Global: Restaurant Brands International
08.2020 - 04.2023
Inventory Manager/Buyer
Global Aerospace Corporation
10.2019 - 07.2020
Consumer Response Associate/Marketing Assistant
Savaria Concord Lifts
Efficiency Specialist
Sutherland Global: Restaurant Brands International
Customer Service Subject Matter Expert
Sutherland Global: Restaurant Brands International
Certificate in Full Stack Web Development -
York University
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