Jermaine McLean
Etobicoke,Canada
Summary
Experienced, Account Manager, Customer Service and Sales Professional with over fifteen (15) years of modern experience and a plethora of proficiencies in the integration of processes and procedures in alignment with best practice. A proven track record of working and managing multiple assignments while meeting strict deadlines. Solid reputation for the execution of innovative approaches for job completion. Standout Leader who shows commitment to maintaining values through quality service delivery. With a fully developed professional identity and values of excellence while always having a solution-driven disposition. Reputed to possess a strong combination of leadership and technical skills.
Overview
16
16
years of professional experience
Work History
Call Centre Agent
Toronto Community Housing
03.2020 - Current
- Provision of superior customer service through a call management system for information on TCHC and social services
- (e.g
- Resolving rent problems, clarifying arrears letters, assisting in the administration of transfers, etc.) Respond to incoming calls requesting non-emergency & emergency maintenance service by probing for details, completing work orders
- Tracks records of call interactions and exercise judgment, tact and discretion to respect privacy and confidentiality
- Monitor TCHC customer feedback, identifying recurring concerns and relay positive input and critique to Supervisor for consideration
- Identify urgency of calls and prioritize.
Insurance Advisor
Experior Financial Group
01.2022 - Current
- Maintained accurate records of client interactions, ensuring seamless service delivery during policy reviews or renewals.
- Increased client satisfaction by providing personalized insurance advice and recommending suitable policies.
- Explained features, advantages and disadvantages of various policies to promote insurance sales.
- Established long-lasting relationships with clients through proactive communication and exceptional service.
District Service Supervisor
Unifirst
12.2019 - 03.2020
- Provided exceptional customer service and built strong relationships
- Ensured the RSR’s are providing the required service
- Worked collaboratively with the management team in service delivery.
Driver/Mover Associate
Dymon Storage (Queensway/Airport Road)
06.2019 - 12.2019
- Provided exceptional customer service
- Assisted the Driver/Mover in maintaining the trucks in good working order
- Communicated with Dispatcher/Supervisor regarding any customer issues, damages, or accidents
- Loads and unloads quickly and efficiently and with the highest level of regard for the customer
- Operating of 20” and 24” trucks, heavy equipment.
Client Account Manager/Route Auditor
Continental Baking Co. Ltd
11.2017 - 05.2019
- Built and managed key customer relationships at all levels
- Developed and managed the annual territory budget plans, data analysis and forward planning
- Market research analysis, logistics routing, evaluating service level and product quality control
- Provided weekly sales reports, update, and analysis.
Trade Development Rep/Dispatcher
(IGL) Industrial Gases Ltd
06.2013 - 12.2017
- Lead generation and sales management
- Designed plans to propel sales and meet respective targets
- Strategy sales plans for key dealers to aid in increasing their sale
- Qualified leads from marketing campaigns as sales opportunities.
Assistant Depot Manager
Trade Winds Citrus Ltd
04.2011 - 06.2013
- Management of drivers and logistics
- Assistant the management team in customer resolution and process improvement
- Monitored stock inventory & quality management.
Customer Service Representative
Oceanic Digital
01.2011 - 04.2011
- Maintained customer satisfaction with proactive strategies focused on remedying customer needs and resolving concerns
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
Call Centre Supervisor
Fullgram Solutions (Call Centre)
04.2010 - 12.2010
- Managed escalated customer concerns with exceptional conflict and problem resolution skills
- Maintained customer accounts and system database with latest details to support accuracy and efficiency in future interactions
- Train and ensured compliance with policy
- Improved processes through collaboration with team and agents.
Supervisor of Promotions/Driver
An Elegant Affair
07.2008 - 09.2009
- Used critical thinking, listening and problem-solving skills to work with customers and quickly resolve concerns
- Communicated regularly with supervisor for delivery route details and changes.
Education
Bachelor of Arts - Business Administration (Management)
Monroe College
United States NY01.2021
Certificate - Occupational Health And Safety
Algonquin
01.2025
Certificate - Sales Management
UCC-TGL School of Sales And Sales Management
01.2019
Certificate - Professional Sales
UCC-TGL School of Sales And Sales Management
01.2018
UCC
01.2018
Associate of Arts - Business Studies
Portmore Community College
06.2003
Diploma - Education (Business Studies)
Mico University College
Kingston Jamaica01.2007
Skills
- Reliable and Dependable
- New Client Acquisition
- Relationship Building
- Call Center Customer Service
- Client Consultations
- Sales Reporting
- Goal-oriented mindset
- Dynamic Communicator
- Strong Interpersonal Skills
- Strong Customer Service and Sales Background
- Client Account Management
- Life Insurance
Areas Of Knowledge And Expertise
- Delivering Strong Customer Service
- Analysis & Reporting
- Relationship Building
- Identify Best Practices
- Managing Diverse Teams
- Budget Planning & Execution
- Social Selling
- Punctual Optimistic and Dependable
- Excellent Negotiation Skills
- Experience with CRM
- Providing effective Solutions for clients
- Excellent Communication
- Leadership & Management
- Data Analysis & Management
- Managing & Growing Accounts
- Team Player
- CRM
- Develop and Implement Sales Strategies
References
Available Upon Request
Languages
English
Native or Bilingual
Timeline
Insurance Advisor
Experior Financial Group
01.2022 - Current
Call Centre Agent
Toronto Community Housing
03.2020 - Current
District Service Supervisor
Unifirst
12.2019 - 03.2020
Driver/Mover Associate
Dymon Storage (Queensway/Airport Road)
06.2019 - 12.2019
Client Account Manager/Route Auditor
Continental Baking Co. Ltd
11.2017 - 05.2019
Trade Development Rep/Dispatcher
(IGL) Industrial Gases Ltd
06.2013 - 12.2017
Assistant Depot Manager
Trade Winds Citrus Ltd
04.2011 - 06.2013
Customer Service Representative
Oceanic Digital
01.2011 - 04.2011
Call Centre Supervisor
Fullgram Solutions (Call Centre)
04.2010 - 12.2010
Supervisor of Promotions/Driver
An Elegant Affair
07.2008 - 09.2009
Bachelor of Arts - Business Administration (Management)
Monroe College
Certificate - Occupational Health And Safety
Algonquin
Certificate - Sales Management
UCC-TGL School of Sales And Sales Management
Certificate - Professional Sales
UCC-TGL School of Sales And Sales Management
UCC
Associate of Arts - Business Studies
Portmore Community College
Diploma - Education (Business Studies)
Mico University College
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