Jennifer Johnson
Ottawa
Summary
Results-driven and strategic sales operations and operations leader with over 10 years of extensive experience in driving operational excellence, enhancing team performance, and fostering a people-first culture. Proven ability in leveraging data-driven insights to optimize processes, manage high-performing teams, and align business strategies with organizational objectives. Dedicated to maximizing employee engagement and satisfaction, leading to sustained growth and success.
Leadership Approach & Philosophy
I believe in a leadership approach that prioritizes continuous improvement, adaptability, and accountability. By fostering a culture that encourages growth, accountability, and collaboration, I ensure that both individuals and teams thrive in dynamic environments. I am passionate about aligning business strategy with a people-first approach, driving operational excellence, and creating environments where employees feel valued, inspired, and empowered to contribute meaningfully. I am dedicated to developing high-performing teams, reinforcing core values, and implementing strategic initiatives that promote engagement, retention, and long-term success.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Director of Sales Operations
eHouse Studio
10.2024 - Current
- Direct strategic initiatives to support organizational growth and enhance customer satisfaction through the implementation of sales strategies aligned with business objectives, ensuring a cohesive and efficient customer journey.
- Contribute to the development and execution of cross-sell and upsell initiatives that maximize customer lifetime value, consistently aligning operational plans with company growth drivers.
- Oversee sales analytics tools and performance metrics to deliver actionable insights and performance reports to leadership, identifying growth opportunities based on comprehensive analysis of KPIs.
- Collaborate with finance to establish accurate sales forecasts that reflect real-time market conditions, ensuring alignment with financial goals and operational planning.
- Identify and address operational bottlenecks, enhancing the efficiency of CRM systems and data workflows to improve overall sales pipeline management and win rates.
- Ensure accurate data management and operational efficiency through effective administration of CRM systems and sales enablement technologies, while leading training initiatives to equip the sales team with necessary tools for execution excellence.
- Drive the implementation of training programs focused on customer retention and deal conversion, fostering a culture of accountability, collaboration, and continuous growth within the sales organization.
- Act as a pivotal liaison among sales, marketing, and operations to ensure successful execution of go-to-market strategies and support organizational growth through market expansion and acquisition initiatives.
- Champion customer experience enhancements post-sale, driving satisfaction and loyalty through focused account renewals and analytics-driven engagement strategies.
Director of Operations
Pointer
06.2021 - 10.2024
- Spearheaded the development and implementation of a robust performance management system, incorporating 1:1 meetings and formal reviews that fostered a people-first culture, resulting in the highest employee satisfaction scores and the lowest turnover rates in company history
- Played a pivotal role in the company's acquisition by eHouse, leading strategic initiatives and seamless integration efforts that maximized operational synergy and minimized disruption
- Managed finance and HR functions, ensuring accountability for budgeting, payroll, and financial reporting while enhancing employee support through effective HR resource allocation
- Leveraged data-driven decision-making to propel business growth, optimize resource allocation, and refine operational approaches, resulting in improved profitability and client satisfaction
- Acted as a critical connector among departments-from creative teams to technical staff-ensuring organizational alignment and a collaborative focus on achieving company objectives and exceeding client expectations
- Continued to drive operational excellence, identifying and implementing efficiencies that improved workflow and productivity across the agency while supporting strategic planning and problem-solving initiatives to position the company for sustained growth
Financial Controller
Pointer
10.2020 - 07.2021
- Oversaw all aspects of accounting and financial operations, ensuring accuracy and compliance in processes that supported the overall financial health of the organization
- Managed all payroll functions, ensuring timely and accurate processing of payroll transactions, and maintained compliance with payroll regulations and policies
- Developed and documented internal controls, strengthening business processes that contributed to the company's stability and success
- Managed benefits administration and assisted in HR processes, enhancing support systems to foster a positive workplace environment
Credit Assistant
TD Bank
09.2017 - 10.2020
- Supported the credit application process by ensuring meticulous preparation, compliance, and timely communication throughout the credit approval cycle
- Collected, reviewed, and audited personal and corporate financial documents to ensure accuracy and thoroughness in credit applications
- Maintained consistent communication with Mortgage Specialists, Underwriters, and clients, ensuring compliance requirements were met and financing deadlines achieved
- Developed a strong foundation in credit processes and compliance management, enhancing client satisfaction through efficient document management and collaboration
Manager, Customer Service
TD Bank
03.2007 - 07.2010
- Led a dedicated customer service team focused on delivering exceptional client experiences through continuous coaching and process improvement
- Enhanced branch operations and supported staff in resolving customer complaints while ensuring high-performance standards were consistently met
Education
Bachelor of Commerce - International Business
Carleton University
Ottawa01-2004
Skills
- Sales Process Optimization
- Sales Training and Development
- Pipeline Management
- Revenue Growth Strategies
- Leadership and Team Development
- Operational Excellence
- Sales Strategy Execution
- Data-Driven Decision Making
- Performance Management and Coaching
- Cross-Functional Collaboration
- Customer Experience Enhancement
- Financial Management and Compliance
Certification
Branch Compliance Officer's Course (Canadian Security Institute)
Canadian Securities Course (Canadian Securities Institute)
Professional Financial Planner Course (Canadian Securities Institute)
Revenue Operations Certificate - HubSpot Academy
Sales Hub Software Certificate - HubSpot Academy
Marketing Fundamentals Badge - Shopify
Timeline
Director of Sales Operations
eHouse Studio
10.2024 - Current
Director of Operations
Pointer
06.2021 - 10.2024
Financial Controller
Pointer
10.2020 - 07.2021
Credit Assistant
TD Bank
09.2017 - 10.2020
Manager, Customer Service
TD Bank
03.2007 - 07.2010
Bachelor of Commerce - International Business
Carleton University
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