Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic
Julia Truong

Julia Truong

Surrey,BC

Summary

A leader of leaders driven and inspired to deliver business results while enthusiastic about developing a chain of leadership during my career path. My drive and dedication have generated many learning opportunities. I have extensive hands-on experience and a wealth of knowledge in Project Management, Partner Management, Strategic Planning, People Development, Sales, Retention, Technical Support, Customer Service, Administration, Training Facilitation, Change Management, and Diversity and Inclusion. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

25
25
years of professional experience

Work History

Chief Financial Officer, Women@Shaw

Shaw Communications
01.2020 - 01.2023
  • Oversaw budgets and accounts payable and receivable.
  • Creation of budgetary controls and recordkeeping systems and investment management.
  • Submission of new vendors for payment
  • Provide timely documentation of budget health and spending
  • Collaboration and financing for diverse business projects.
  • Offered advice to other executive leaders on strategies to improve financial growth.
  • Increased fundraising for Season of Warmth to $1 million.
  • Cultivated Diversity and Inclusion culture
  • Collaborated with D&I groups sharing funds for company-wide events.
  • Hosted Mentorship workshop
  • Promoted and practiced gender equality
  • Established mentorship workshop for Women in leadership

Manager• Customer Care

Shaw Communications
09.2015 - 01.2023
  • Drive positive customer experience and revenue retention through everyday customer contact. E.g., Exceed target with 3000 SIM card sales.
  • Analyze data to determine actions to mitigate business, employee and customer retention-impacting risks.
  • Change management by identifying and supporting improvements to enhance the overall end-to-end experience. Ex. Agreement recording for Disney+ sales.
  • Managed to assure national best practices and standards to enforce consistency and quality. Ex. Weekly leaders Quality calibrations.
  • Ensure that compliance with financial metrics is consistently managed. Ex. Weekly review Credits Dashboard.
  • Managed and improved employee engagement.
  • Serve as leader of leaders, motivator, and role model of Shaw's Vision, Values and Strategic intent
  • People development through coaching and training leaders within all direct and indirect reports. Ex. Developed and coached 13 direct reports into leadership positions.
  • Partner management with fostering relationships by driving positive KPI results vis strategic planning, training, and support programs.
  • Collaborated inter-department to ensure employee, customer and business expectations were managed and supported.
  • Cultivated Diversity and Inclusion culture

Sales • Account Manager

CCI Learning
08.2013 - 02.2015
  • Managed eastern Canada's academic clientele by actively acquiring new business and fostering existing relationships to achieve monthly business quotas while providing high customer satisfaction. E.g. Increased sales by 10% in the 3 months.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity. E.g. Microsoft Office Certifications.
  • Outbound calls to foster relationships and upkeep future sales potential.
  • Live demonstration of Microsoft Office exams.
  • Proposed business plans growth to academic institutes in Eastern Canada.

Retention • Team Manager

Rogers Communication
05.2004 - 02.2012
  • Trained and coached a team of 15-20 bilingual Customer Experience representatives resolving billing, retention, and escalation for all lines of services.
  • Consistently exceeded KPIs expectations with one-contact customer solutions while seeking opportunities to add revenue.
  • Daily monitored Customer Experience Representative customer contact and coached back to ensure Rogers Quality standards were applied.
  • Onboarded and mentored new leaders on effective leadership and team management.
  • Self motivated to learn new skills and tasked and applied them fast-paced environment.
  • Maintained employee engagement and enthusiasm.
  • Used critical thinking to break down problems, evaluate solutions and make decisions suited for business and customer.
  • Applied strong leadership and problem-solving skills to maintain team efficiency and organize workflows.
  • Interviewed, hired and trained new employees for production positions.

Quality Assurance Analyst

Rogers Communication
07.1999 - 09.2004


  • Supported business KPIs of providing exceptional customer experience by reviewing customer representatives' phone recordings.
  • Scored customer interaction recordings based on business Quality standards, provided written feedback and coached Team Managers.
  • Ensure Customer Care leaders are calibrated on Quality expectations, successfully hosted and facilitated group calibrations.
  • Designed, documented and executed test scenarios to identify Quality alignment.

Education

Certification - Leadership And Management

BCIT
Vancouver, BC
2004

No Degree - Arts And Sciences

Douglas College
New Westminster, BC

Skills

  • Project Manager
  • Sales and Customer Retention
  • People Development
  • Technical Support
  • Coaching
  • Training Facilitation
  • Change Management
  • Partner Management
  • Strategic Planning
  • Recruitment

Accomplishments

  • Supervised team of 15-35 staff members.
  • Managed support team of 32 in supporting frontline care teams (over 340) with transition of working from home during COVID.
  • Onboarded over 300 new hires with minimum or no impact to business KPIs.
  • Created new product launch playbook and achieved top Disney+ sales in the first month of launch.
  • Launched and created governance playbook for commission role out in Customer Care.
  • Coached and Mentored 13 team members into a leadership position during my time at Shaw.
  • Successful planned, strategies, and collaborated cross department to launch new products and service. ex. Bluesky, Internet 150, Internet 300, IPTV, Career Fair, and Women@Shaw Mentorship workshops.
  • Rally Customer Care department and collaborated with inter department in raising over $1 million for Season of Warmth

Timeline

Chief Financial Officer, Women@Shaw

Shaw Communications
01.2020 - 01.2023

Manager• Customer Care

Shaw Communications
09.2015 - 01.2023

Sales • Account Manager

CCI Learning
08.2013 - 02.2015

Retention • Team Manager

Rogers Communication
05.2004 - 02.2012

Quality Assurance Analyst

Rogers Communication
07.1999 - 09.2004

Certification - Leadership And Management

BCIT

No Degree - Arts And Sciences

Douglas College

Similar Profiles

CREATE PROFILE
Julia Truong