KYLE HAYWARD
Ottawa,Ontario
Summary
Dynamic Account Manager offering expertise in building partnerships, retaining key accounts and enhancing profit channels. Experienced with internal process refinement and external program implementation in a variety of industries. Strong leader with proficiency in growing professional network, influencing decision-makers and devising successful strategies. Collaborative and strategic team leader with robust background in customer relationship management.
Overview
15
15
years of professional experience
2
2
years of post-secondary education
Work History
US Municipal Account Manager
Food Cycle Science
01.2023 - Current
- Build and develop long-term strategic relationships to support the US municipal market segment.
- Coordinate and support the creation of program guides and marketing materials to support smooth program delivery
- Maintain strong records in CRM of potential and current clients, their needs and expectations, for future reference and follow-up.
- Design and implement a business development strategy coordinating with key internal stakeholders.
- Manage complex contract negotiations and ensure that all approved contract terms are met.
- Accountable for writing and/or responding to RFP requests and related follow-up activities.
Territory Manager
Waste Connections Canada
01.2022 - 01.2023
- Maintained a healthy sales pipeline to ensure sales targets are consistently met
- Recorded client info and progress in the sales CRM
- Coordinated contract negotiations
- Followed up with the customer after the sale to ensure customer satisfaction
- Built long lasting relationships with peers and customers
- Presented in-depth data analysis of pricing and service details
- Ensured the quality and timeliness of RFP responses in the territory
- Conducted business with exceptional standard of ethics.
Operations Coordinator/CSR Lead
Waste Connections Canada
12.2019 - 01.2022
- Maintained knowledge of company products and services to promptly resolve complaints and concerns
- Coordinated and managed project tasks to ensure project delivery within established budgets and timelines
- Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability
- Work as liaison with chief decision makers for our district's largest contract
- Ensure that the nuances of the contract are adhered to, while continually innovating procedures and efficiencies
- Work closely with the finance department to complete monthly reconciliations for billing, and annual forecasting
- Assist with the hiring, training, and mentoring of the customer service team and dispatchers
- Continue to foster relationships within the industry and with clients, and design unique solutions to specialized client requests.
Customer Service Representative
Waste Connections Canada
03.2019 - 12.2019
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor
- Documented conversations with customers to track requests, problems and solutions
- Assessed customer account information to determine current issues and potential solutions
- Asked probing questions to determine service needs and accurately input information into electronic systems
- Cultivated impactful relationships with customers and drove business development by delivering product knowledge
- Secured client retention by driving service and product benefits, features and recommendations around clients' needs
- Created and implemented process improvements to reduce workloads and bolster efficiency.
Business Development
Windswept IT
09.2017 - 03.2019
- Cultivated strong professional relationships with suppliers and key clients to drive long-term business development
- Presented in-depth software demonstrations
- Recommended new products and services by evaluating current product results; identifying needs to be filled
- Ensured seamless that product implementation and license distribution
- Supported sales team members to drive growth and development.
SMB Account Specialist
SMARTCELL Communications
10.2015 - 09.2017
- Resolved problems by performing both routine and complex account updates
- Used networking, customer service and interpersonal skills to connect with potential customers and make sales
- Reviewed financial status and evaluated discrepancies by assessing account information and activities
- Capitalized on upsell opportunities by offering additional product and service options to customers
- Negotiated contracts and fees with network channels professionals to secure pricing
- Developed and implemented deployment/training strategies.
Sales Manager
The Mobile Shop
02.2012 - 10.2015
- Recruited and developed successful sales team
- Ensured that the store was successfully meeting or exceeding all sales/development metrics
- Successfully managed the opening of 2 stores
- Worked with District Managers to develop and implement new sales initiatives for 14+ stores in the district
- Responsible for reporting quarterly and annual sales results, as well as setting benchmarks for sustainable year-over-year growth.
Sales Representative
Glentel
08.2008 - 12.2011
- Successfully exceeded personal sales targets
- Consistently achieved top placement on national leaderboard
- Worked with channel partners to resolve client issues
- Assisted management with sales training for new staff.
Education
Leadership Training Certificate -
Servant Leadership Discovery
Toronto, ON 2019 - 2019
College Diploma - Business Marketing
Algonquin College
Ottawa, ON 09.2007 - 04.2009
Skills
- Expertise in sales
- Process Development & Implementation
- Cross-functional collaboration
- Account management
- Workforce Management
- Trend Forecasting
Timeline
US Municipal Account Manager
Food Cycle Science
01.2023 - Current
Territory Manager
Waste Connections Canada
01.2022 - 01.2023
Leadership Training Certificate -
Servant Leadership Discovery
2019 - 2019
Operations Coordinator/CSR Lead
Waste Connections Canada
12.2019 - 01.2022
Customer Service Representative
Waste Connections Canada
03.2019 - 12.2019
Business Development
Windswept IT
09.2017 - 03.2019
SMB Account Specialist
SMARTCELL Communications
10.2015 - 09.2017
Sales Manager
The Mobile Shop
02.2012 - 10.2015
Sales Representative
Glentel
08.2008 - 12.2011
College Diploma - Business Marketing
Algonquin College
09.2007 - 04.2009
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