Heather Buckley
Ajax,ON
Summary
A specialist in “Customer First” methodologies with unparalleled ability to excel in collaborative and continually changing environments. Strong leadership attributes with effective writing and speaking competencies. Creative thinker with an expert ability to multitask and execute sound decisions. Advanced skills in account/portfolio management, reporting, incident management, contract management and compliancy. Analytical ability to discern priority versus non-priority issues and to identify, collect and review data to support business priorities and contractual commitments. Proven ability to communicate business solutions and value proposition to complement customer needs.
Overview
21
21
years of professional experience
Work History
Client Services Coordinator/Senior Account Manager
InterFulfillment Inc
07.2018 - Current
- Providing leadership support for a team of skilled Client Success Representatives though daily interactions, contract renewals, customer first resolutions, collections strategies and new business development
- Advocating for clients by promoting continuous improvement initiatives
- Communicating effectively with diverse stakeholders to improve service delivery and resolve issues
- Identifying and proactively addressing opportunities to integrate additional services, manage investigations, diffuse escalations and craft post incident reports
- Establishing and nurturing strategic partnerships with internal teams and external service partners to resolve client inquiries, problems and complaints in a timely manner
- Creating client facing reports and use them to proactively engage our existing and new clients
- Tracking, analyzing and communicating key client account metrics and provide feedback
- Proactively researching market information to effectively develop rapport with clients
- Managing billing reconciliations
- Working closely with Sales to define scope and pricing of additional services to meet unique client needs
- Implementing contracts, Implementing e-commerce platform connections.
Client Relationship Specialist
TELUS Corporation
01.2012 - 01.2016
- Coordinating large corporate account reviews
- Leading on site customer meetings
- Managing escalations
- Implementing contract renewals, customer first resolutions, collections strategies
- Creating client facing reports and use them to proactively engage existing and new clients.
Team Manager
TELUS Corporation
01.2009 - 01.2012
- Coaching and training of staff
- Conducting performance reviews
- Facilitating team meetings focusing on objectives, actions, and team motivation.
Quality Assurance Coaching Specialist
TELUS Corporation
01.2005 - 01.2009
- Performing call quality reviews
- Providing status reports defining employee progress to senior management
- Assessing the development needs of client service representatives and offer support and feedback.
Client Retention Specialist
TELUS Corporation
01.2003 - 01.2005
- Developing new policies and procedures to generate customer feedback and improve customer loyalty
- Conducting market analysis reports
- Presenting competitive offerings to customers.
Education
Honours Bachelor of Arts Degree - Criminology and Sociology
University of Toronto
Toronto, ONSkills
- Excellent software expertise using: Windows, Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Microsoft Outlook, Salesforce Systems, Adobe, Zendesk
- Effective leadership, coaching and performance development
- Excellent oral/written communication, interpersonal, intuitive, and analytical skills
- Ability to thrive in collaborative, independent and unionized work environments
- Customer relations, negotiations, and complaint resolution
- Policy and process improvement
- Highly productive and efficient problem solver Able to build cohesive teams and solid relations with internal and external clientele
- Experience in conducting searches such as searches in databases, procedures, documents, or archives
- Analyzing and extracting information from files
Professional Training And Certification
- Performance Leadership
- Moving from Product Selling to Solutions Selling
- Select International Interviewing
- Leading Organizational Change
- Building Teams that Deliver
- Successful Sales through Service
- Negotiating to Yes
- Effective Business Writing
Timeline
Client Services Coordinator/Senior Account Manager
InterFulfillment Inc
07.2018 - Current
Client Relationship Specialist
TELUS Corporation
01.2012 - 01.2016
Team Manager
TELUS Corporation
01.2009 - 01.2012
Quality Assurance Coaching Specialist
TELUS Corporation
01.2005 - 01.2009
Client Retention Specialist
TELUS Corporation
01.2003 - 01.2005
Honours Bachelor of Arts Degree - Criminology and Sociology
University of Toronto
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