EMMA DUHIRWE
Ottawa
Summary
Dedicated and experienced manager with over 8 years of experience in sales, managing accounts, customer service and operations. Proven ability to assess client needs, lead high-performing teams, develop comprehensive management and sales plans, and facilitate effective communication between stakeholders. Seeking to leverage my expertise to contribute to your organization.
Overview
9
9
years of professional experience
Work History
Area Manager - Operations
Amazon
07.2021 - 11.2024
- Managed a team of over 100 associates and supervisors responsible for the launch of Canada's most advanced Amazon fulfillment robotics center
- Managed individual staff performance by mentoring, providing constructive feedback and training to develop my team for career progression and performance improvement
- Coordinated the delivery of operations services by providing administrative support functions, planning and overseeing project execution, setting clear performance expectations and reviewing allocation of resources to ensure scheduling and budget requirements are met
- Collaborated with cross-functional teams and maintained effective communication linkages and relationships to respond quickly and effectively to issues and concerns which have an immediate or potential impact on service and customer satisfaction
- Developed and maintained quality control policies and procedures by monitoring workflow, quality and quantity of work and by evaluating performance objectives and metrics to ensure service delivery, productivity requirements and operational performance standards are met
- Developed, piloted, and executed multiple process improvement projects to enhance productivity, reduce downtime and delight external customers
- Implemented all safety programs and ensured Occupational Health and Safety Act (OHSA) compliance to provide a safe working environment for my team
Senior Account Specialist
Enterprise Holdings
04.2019 - 07.2021
- Executed sales and customer acquisition strategies that resulted in consistently exceeding monthly, quarterly, and annual sales targets and in the recruitment of new accounts
- Developed and maintained a high level of communication and relationships with large volume rental accounts to ensure customer satisfaction
- Managed and planned the fleet allocation of major key accounts by ensuring the accuracy and update of fleet maintenance records, compliance with the relevant legal and regulatory requirements and by developing custom fleet management solutions for large accounts
- Drafted and provided weekly and monthly reports to senior management to provide valuable insight into sales performance, customer behavior and market trends, to ensure the implementation of rental sales and marketing plan, and to achieve business goals
- Drafted reports of all vehicle damage or operator abuse and worked closely with internal partners to resolve escalations and prevent immediate or potential impact on customer satisfaction
Customer Service Manager
TD Bank
05.2018 - 07.2018
- Led and managed a team responsible for the delivery of customer service by providing all administrative support functions, providing technical advice and direction and modeling exceptional services at every customer interaction
- Ensured assigned business area is effectively staffed by identifying resource requirements, managing the recruitment process and employee scheduling, and ensuring staff relations are conducted in accordance with internal human resources policies and practices
- Managed individual staff performance by mentoring, providing constructive feedback and training to develop my team for career progression and performance improvement
- Monitored and evaluated work processes to ensure that branch business objectives are met and branch business plan is executed
Territory Manager
Lafarge Holcim
06.2017 - 01.2018
- Managed distributors, wholesalers and retailers and implemented marketing and sales strategies to suit business needs, meet monthly sales targets in my territory and ensure customer satisfaction
- Recruited and trained new distributors and their teams to expand market share and strengthen our presence
- Ensured quality management and continuous improvement systems by performing cost-benefit analysis of existing and potential customers and implementing account and trade strategies and plans to maximize volume and other distribution needs
- Developed and maintained a high level of communication and relationships both internally with business partners and externally with vendors and clients
Territory Manager
British American Tobacco
01.2016 - 06.2017
- Ensured achievement of volume and distribution objectives in territory and monitored distributions to ensure compliance with defined stock policy
- Developed and maintained a high level of communication and relationships with distributors and large volume key accounts
- Reviewed Trading Terms and Conditions of Distributors on a quarterly basis and implemented Key Control Checklist across functions to minimize the level of business risk to the company
Education
Program Management Professional (PMP) Certification -
Project Management Institute
01.2025
Bachelor of Science - Economics
University of Rwanda
Kigali, Rwanda01.2015
Skills
- Staff management
- Operations management
- Relationship building and management
- Team development
Languages
English
Native or Bilingual
Timeline
Area Manager - Operations
Amazon
07.2021 - 11.2024
Senior Account Specialist
Enterprise Holdings
04.2019 - 07.2021
Customer Service Manager
TD Bank
05.2018 - 07.2018
Territory Manager
Lafarge Holcim
06.2017 - 01.2018
Territory Manager
British American Tobacco
01.2016 - 06.2017
Program Management Professional (PMP) Certification -
Project Management Institute
Bachelor of Science - Economics
University of Rwanda
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