Kris Randall
Moncton,NB
Summary
Dynamic leader with a proven track record at JD Irving, excelling in customer service management and project oversight. Mastered conflict resolution and CRM software, enhancing customer satisfaction and team productivity. Achieved significant improvements in customer retention and inter-departmental collaboration, fostering a culture of continuous improvement and high morale.
Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Overview
27
27
years of professional experience
Work History
Customer Service Manager
JD Irving
11.2011 - Current
- Maintaining positive internal and external customer relations by addressing problems head-on and implementing successful corrective actions.
- Responsible for all corporate customer relations from cradle to grave.
- Trained and regularly mentored associates on performance-oriented strategies and customer management.
- Project Management
- Managing a team of Project Managers, fostering a positive work environment focused on teamwork and collaboration.
- Managing a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Defined clear targets and objectives and communicated to other team members.
- Manage customer credit issues.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Implemented quality control measures to maintain high standards of service across all touchpoints within the organization.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Collaborated with sales teams to develop tailored solutions for prospective clients, resulting in increased revenue generation opportunities.
- Created and reviewed invoices to confirm accuracy.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Conducted quarterly customer satisfaction surveys to identify areas for improvement.
- Wrote & excuted training programs.
CS Manager
PolyCello
03.1998 - 11.2011
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
Education
Diploma - Sales Management
Saint Mary's University
Halifax, NoneGraduate Certificate - Divorce Coach
IAP Career College
04-2025
Graduate Certificate - Mental Health Counseling
KEW Academy, CTAA
09-2024
Fully Accredited Diploma - Addiction Counseling
KEW Academy, CTAA
05-2024
Skills
- Customer service
- Problem-solving
- Microsoft outlook, word, and Excel
- Customer focused
- Customer relations
- Training and mentoring
- Decision-making
- Exceptional interpersonal communication
- Team building and leadership
- Customer relationship management (CRM)
- Conflict resolution techniques
- Relationship building
- Handling escalations
- Issue resolution
- Account management
- Staff training
- Conflict management
- Training and coaching
- Customer retention
- Project management
- Skilled trainer
- Performance evaluations
- Continuous improvement
- Sales expertise
- Product and service solutions
- Sales proficiency
- CRM software
- Shipping, receiving, and warehousing
- Research and due diligence
- Budgeting and finance
- Negotiation expert
- Cross-functional collaboration
- Workforce management
- Purchasing and procurement
- Quality assurance controls
- Talent development
- Inter-department collaboration
- Persuasive
- Account authorizations
- Verbal and written communication
- Team building
- Management of remote employees
- Tactful and diplomatic
- Marketing savvy
Languages
English
Native or Bilingual
Accomplishments
- Successfully recruited and trained 45 new sales and customer service representatives.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Collaborated with team of 20 in the development of 3 New ERP projects.
- Counseling certification and accreditation.
Dale Carnegie highest achiever award
Dale Carnegie award is the highest achieving student in the class.
Timeline
Customer Service Manager
JD Irving
11.2011 - Current
CS Manager
PolyCello
03.1998 - 11.2011
Diploma - Sales Management
Saint Mary's University
Graduate Certificate - Divorce Coach
IAP Career College
Graduate Certificate - Mental Health Counseling
KEW Academy, CTAA
Fully Accredited Diploma - Addiction Counseling
KEW Academy, CTAA
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