Jonathan Vander Heyden
Ottawa
Summary
Customer-focused professional with proven track record in managing and improving customer experiences. Skillfully led teams to achieve high levels of customer satisfaction and loyalty. Known for effective collaboration and adaptability in dynamic environments. Proficient in resolving complex issues and implementing strategic improvements.
Overview
10
10
years of professional experience
Work History
Customer Experience Manager
Revco/Royal Distributing
02.2020 - Current
- Supervise daily operations for the online customer service team for both Brands
- Implemented new processes to ensure a better overall customer experience
- Manage returns and warranty claims on product, ensuring a great customer experience
- Manage escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
- Implemented and continuously improving a ticketing system to optimize the customer experience and the workflow
- Conducted regular performance reviews with team members, fostering professional growth and development.
- Work closely with different parties, suppliers, manufacturers, C-suite executives, government agencies
- Hired and trained a team of dedicated customer service agents
Personnel Security Officer
Parks Canada
02.2019 - 02.2020
- Process personnel security screening requests for both employees, contractors and new candidates
- Analyze complex files that need further reviewing and make a recommendation based on the analysis
- Utilize a variety of sources to retrieve necessary information such as Equifax, OLISS, ProtegeGX
system, CSISS system and the criminal record database - Worked extensively with Microsoft Outlook and the Microsoft suites
- Interact and communicate with both internal and external stakeholders, as well with upper management
- Make decisions based on internal policies and procedure and by following procedures from Treasury
Board
Sales Representative
Sherwin Williams
07.2017 - 02.2019
- Build relationships with existing customers.
- Prospect, find and build relationships with new customers.
- Make recommendations and specify the best products too be used.
- Provided an elevated customer experience to generate a loyal clientele.
- Answered product questions with up-to-date knowledge of sales and store promotions.
- Effectively managed a territory of 550 000$
- Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
- Dedicated to continuously improving sales abilities and product knowledge.
Store manager
Sherwin Williams
09.2016 - 07.2017
- Create and put in effect a business plan to achieve sales and profit budget.
- Recruit, hire and train new employees.
- Coach and help develop current employees to achieve their career goals and personal goals.
- Find new in-store leads, and outside leads and try to gain their business.
- Ensure customer service is at par with company standards and continue to build relationship with existing account.
- Interviewed job candidates and made staffing decisions.
- Assigned employees to specific duties to best meet the needs of the store.
Branch Operations Manager
Sherwin Williams
02.2015 - 09.2016
- In charge of day to day operations for the store.
- Recommending products to a variety of different segments.
- Manage the accounts receivables and payables by ensuring payments are made on time.
- Generate sales by calling new accounts and by reinforcing existing relationships.
- Manage inventory by ensuring the store had the right products to fulfill the orders.
Education
Bachelor - Business and Administration
University of Ottawa
Skills
- Excellent customer service skills
- Detail-oriented
- Strategic thinker
- Skilled problem solver
- Motivated team player
- Fluent in French
- Multi-tasking
- Proficient in Microsoft Office Suite
- Cross-functional collaboration
- Account management
- Retention management
Languages
Bilingual; fluent in both French and English; written and spoken
Timeline
Customer Experience Manager
Revco/Royal Distributing
02.2020 - Current
Personnel Security Officer
Parks Canada
02.2019 - 02.2020
Sales Representative
Sherwin Williams
07.2017 - 02.2019
Store manager
Sherwin Williams
09.2016 - 07.2017
Branch Operations Manager
Sherwin Williams
02.2015 - 09.2016
Bachelor - Business and Administration
University of Ottawa
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