Summary
Overview
Work History
Education
Skills
Languages
Accomplishments
Timeline
Generic

Gregory Troupe

Scarborough

Summary

Regional Sales Manager with a proven track record in optimizing call center operations and leading high-performing teams. Achievements include implementing structural changes that significantly boosted profitability and operational efficiency. Demonstrated ability to enhance sales performance while minimizing reliance on individual contributions. Aiming to deliver strategic insights and measurable results in a forward-thinking organization.

Overview

25
25
years of professional experience

Work History

Vendor Manager

Enercare
08.2024 - Current
  • Build and maintain strong vendor relationships to ensure alignment with business objectives.
  • Monitor vendor performance and resolve issues promptly to maintain service quality.
  • Develop sales optimization strategies and implement initiatives to boost customer satisfaction.
  • Analyze procurement KPIs and spend to ensure budget alignment.
  • Streamline billing and operational processes, improve efficiency and customer experience.
  • Collaborate with sales and service teams to support organizational goals.
  • Lead retention strategy development based on customer feedback and data insights.

Account Manager

Scotiabank at Teleperformance
09.2021 - 07.2024
  • Managed operations across three divisions with a team of 140 staff.
  • Achieved 250% growth in Q2 through strategic planning and execution.
  • Oversaw vendor and contractor negotiations, ensuring favorable terms and compliance.
  • Led process improvement initiatives and financial reporting.
  • Maintained high standards in compliance and client satisfaction.

Regional Sales Manager

RightChoiceSolutions Consulting Firm Inc.
05.2010 - 08.2021
  • Ensure that the operation of the organization meets the expectations of its clients.
  • Oversee the planning, implementation, execution and evaluation of special projects.
  • Manage the development and implementation of a Nation-Wide telecommunications service.
  • Design, implement and trained ‘Attitude’ and ‘State of Mind’ corporate training.
  • Oversee the planning, implementation and evaluation of the company’s services.
  • Administer the funds of the company according to the approved budget and monitor the monthly cash flow.
  • Trained new entrepreneurs in Leadership Development and Sales Techniques.

Operation Manager

Admaric Communications (Inbound / Outbound)
03.2009 - 01.2011
  • Handled all revenue and cost of the organization’s operations along with forecasts of the business growth.
  • Managed all client relationships and potential new business opportunities.
  • Coached the QA Department to instill procedures and impact to the production floor.
  • Organized accounts receivables accuracy of invoices along with the data that encompassed it.
  • Counseled and had reporting to me; sixty-five agents, one QA Manager, two supervisors, eight support staff and four team leaders.
  • Managed to increase revenue to an average of 2% per week in comparison with last year’s financials.
  • Created the QA Departments process and structural system.
  • Developed operational, quality assurance, and training modules for the company.
  • Brought in two incremental pieces of business which valued 1.3 million in annual revenue due to performance.

Jr. Partner and VP of Operations

Abstract Marketing Group (Operational Consulting / Sales)
02.2001 - 04.2010
  • Created and developed the current consulting sector and the executive recruitment sectors of the business.
  • Researched and developed the training sectors of the company.
  • Created thorough profiling and screen processes for the company.
  • Developed and executed sales plans and presentations.
  • Identified potential clients and new business opportunities.
  • Built, maintained and nurtured solid business relationships with existing accounts.
  • Kept abreast of industry trends and opportunities.
  • Proven track record in managing sales representatives at the Major Account Level.
  • Managed placement of all employees.
  • Conducted face to face and phone presentations to close new prospects.
  • Implemented client solution programs and employee retention programs.
  • Managed employee salary tracking spreadsheets.
  • Conducted weekly meetings to overview programs and employee productivity with clients.
  • Managed and consulted for multiple centres such as Connect1, Smart Circle International, CentreOne, and UTR.
  • Provided operational and strategic directions to the senior management of the company.

Operations Manager

Parks Canada (Inbound Call Centre)
10.2007 - 02.2009
  • Operated Parks Canada (the only call center in Canada for Canada Marine Consultation Area, National Parks and Historical Sites.)
  • Strategically staffed employees based on their client requirements and forecasted call volume.
  • Managed and maintained service level of 85%.
  • Implemented leadership training for 150 - 170 employees.
  • Coached supervisors on how to effectively coach more efficiently to increase efficiency and performance.
  • Executed call volume of 300,000 calls plus.

Operations Manager

SP Data (Inbound/Outbound)
07.2005 - 09.2007
  • Managed the revenue and cost of the overall operations for all the TD Campaigns.
  • Created processes and protocols for the Team Leaders and Reps to follow.
  • Developed and organized all mentorship and leadership programs for the team leaders, managers, trainers, and team captains within the company.
  • Assisted in the creation and design the QA Department and its core principles.
  • Supervised 180 agents, 5 Team Leaders, 2 Team Captains, 4 QA, 1 Trainer, and 1 Admin over two centres.
  • Designed the reporting system that allowed the entire program to operate more efficiently and effectively.
  • Managed all payroll, incentives and bonuses on the campaigns.
  • Created and implemented the training and recruitment for all the TD campaigns.

Client Services

TD Life (Inbound/Outbound)
11.2001 - 08.2005
  • Managed the growth of the overall TD Life Insurance sectors within Hamilton and the Toronto offices using the SP Data Centre (Increased revenue of insurance programs by 9%).
  • Created a training course that was used by centres to prepare each agent to meet the requirements of the company.
  • Consulted VP and the Director regarding the direction and marketing plan for all new program initiatives.
  • Constructed and rolled out CSI & CEI programs which were used in all centres.
  • Started and rolled out all new insurance programs along with staff requirements.

Education

Associate of Applied Science - Computer Engineering

Seneca College
01.1997

Skills

  • Process development facilitation
  • Operational performance improvement
  • Business operational assessments
  • Business plan development
  • Consultation for operational effectiveness
  • Project planning and scheduling
  • Risk identification and resolution
  • Operational documentation maintenance
  • Business process improvement recommendations

Languages

English
Native or Bilingual

Accomplishments

  • Delivered 250% revenue growth in Q2 (2022: $2.1M vs. 2021: $0.8M USD).
  • Awarded “Best Place to Work” by the team 2022.
  • Achieved 73% sales growth and 158% insurance conversion increase in 2021.
  • Recognized for the highest client satisfaction two years in a row.

Timeline

Vendor Manager

Enercare
08.2024 - Current

Account Manager

Scotiabank at Teleperformance
09.2021 - 07.2024

Regional Sales Manager

RightChoiceSolutions Consulting Firm Inc.
05.2010 - 08.2021

Operation Manager

Admaric Communications (Inbound / Outbound)
03.2009 - 01.2011

Operations Manager

Parks Canada (Inbound Call Centre)
10.2007 - 02.2009

Operations Manager

SP Data (Inbound/Outbound)
07.2005 - 09.2007

Client Services

TD Life (Inbound/Outbound)
11.2001 - 08.2005

Jr. Partner and VP of Operations

Abstract Marketing Group (Operational Consulting / Sales)
02.2001 - 04.2010

Associate of Applied Science - Computer Engineering

Seneca College

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