Summary
Overview
Work History
Education
Skills
Affiliations
Certification
Accomplishments
References
Timeline
Generic

Lesley Pohl

Ponoka,AB

Summary

Accomplished professional of North American CX offering leadership, client management, and account servicing in demanding sales environments. Surpasses expectations consistently by coaching and motivating the team, encouraging continuous development strategies. Resourceful and resilient professional that is systematic about pursuing customer obsession opportunities and driven to always be improving numbers and driving business forward. I am a born connector and leader being a quick start with proven analytical abilities and intrinisic understanding of industry customers.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Customer Experience - North America

BASF Canada Inc.
Toronto, Ontario
03.2024 - Current
  • Designed strategies for resolving common complaints from customers quickly and efficiently.
  • Created strategies to improve customer satisfaction by focusing on product quality, delivery speed, and customer service responsiveness.
  • Monitored customer service performance metrics and created reports for senior management review.
  • Provided coaching and guidance to team members regarding best practices for delivering exceptional customer experiences.
  • Facilitated communication between various stakeholders throughout the organization when it comes to matters related to enhancing the customer experience.
  • Oversaw the development of training materials designed to educate team members on how best to provide excellent customer service.
  • Conducted regular surveys to assess customers' opinions about their experiences with the company's products or services.
  • Worked closely with other departments such as sales, marketing, product development, and IT in order to ensure a seamless end-to-end experience for customers.
  • Collaborated with cross-functional teams to develop marketing campaigns that enhance the customer experience.
  • Developed training materials and manuals for customer service staff to improve knowledge and skills.

Digital Farming Customer Support Rep

BASF Canada Inc.
Toronto, ON
08.2018 - 03.2024
  • Organized events such as trade shows or conferences that showcased the startups' products or services.
  • Assisted with developing pricing models for different types of customers.
  • Monitored key metrics such as revenue growth and customer satisfaction levels in order to assess progress against goals.
  • Provided support during the launch phase of a new venture by helping manage day-to-day activities and troubleshooting any issues that arise.
  • Created presentations and communications materials to explain the value proposition of products and services to investors, customers, partners.
  • Assisted in developing training materials related to new products or services being released.
  • Identified areas of improvement in existing processes or procedures used for providing support services.
  • Assisted customers with product installation, troubleshooting, and usage questions.

Digital Farming Support Rep

Bayer CropScience
Calgary, Alberta
02.2018 - 08.2018
  • Identified customer trends and reported them to management team.
  • Resolved escalated customer complaints in a timely manner.
  • Responded promptly to all incoming requests for assistance from customers.
  • Prioritized tasks based on urgency and importance of the issue being reported by the customer.
  • Performed product training sessions with customers as needed.
  • Analyzed data from previous interactions to anticipate potential problems before they arise.
  • Provided technical support to customers via phone, email and chat.
  • Monitored customer feedback to ensure satisfaction levels were met or exceeded expectations.
  • Developed relationships with customers through friendly conversations during each interaction.

Job Coach

McBride Career Group
Edmonton, Alberta
10.2016 - 02.2018
  • Identified barriers that prevent individuals from securing employment or advancing their careers.
  • Provided assistance to job seekers in developing career goals and objectives.
  • Collaborated with employers to secure meaningful employment opportunities for clients.
  • Coached clients on appropriate workplace behavior and expectations.
  • Developed and implemented individualized action plans for clients seeking employment.
  • Participated in training sessions related to job coaching best practices.

Telesales Executive

Agcall
Calg, Alberta
08.2012 - 03.2017
  • Established rapport with prospects quickly via telephone conversations and built trust-based relationships with them within a short period of time.
  • Demonstrated excellent verbal and written communication skills while interacting with customers over the phone and email.
  • Conducted research of prospective clients in order to identify decision makers and contact them directly.
  • Prospected potential customers by cold calling businesses and individuals to introduce products and services.
  • Maintained records of customer interactions, account status, changes or updates, and produced activity reports.

Education

Being A Leader - Leadership Course

Unstoppable Conversations
Edmonton, AB
10-2022

Mastering Customer Experience - Customer Experience Management

Forrester Research Inc.
Calgary, AB
04-2022

Equine Assisted Personal Development Coach - Personal Development Coaching

Higher Trails Equine Center
Millarville, AB
08-2015

Master Facilitator - Community & Agri-Entrepreneur Facilitation

Master Facilitator
Sirolli Institute
03-2013

Some College (No Degree) - Customer Experience Summit

Forrester Research, Inc
Nashville, TN

Skills

  • Client Relationship Management
  • Organizational Skills
  • Team Leadership
  • Problem-Solving
  • Coaching and Mentoring
  • Salesforce
  • Cross-Functional Collaboration
  • Data Analysis
  • Customer Relationship Management (CRM)
  • Quality Assurance

Affiliations

  • Gardening, horse training, barrel racing, gymkhana, ranch ropings, herbalism.
  • Green Hectares - Board of Directors

Certification

  • ISO 9001 Lead Auditor
  • True Colors Personality Testing Facilitator
  • Entrepreneur Exchange Facilitator
  • Community Manager
  • Parelli Horsemanship Certification

Accomplishments

  • I have had the luxury of recieving promotions throughout my career.
  • Rodeo & Barrel Racing champion

References

References available upon request.

Timeline

Customer Experience - North America

BASF Canada Inc.
03.2024 - Current

Digital Farming Customer Support Rep

BASF Canada Inc.
08.2018 - 03.2024

Digital Farming Support Rep

Bayer CropScience
02.2018 - 08.2018

Job Coach

McBride Career Group
10.2016 - 02.2018

Telesales Executive

Agcall
08.2012 - 03.2017

Being A Leader - Leadership Course

Unstoppable Conversations

Mastering Customer Experience - Customer Experience Management

Forrester Research Inc.

Equine Assisted Personal Development Coach - Personal Development Coaching

Higher Trails Equine Center

Master Facilitator - Community & Agri-Entrepreneur Facilitation

Master Facilitator

Some College (No Degree) - Customer Experience Summit

Forrester Research, Inc

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Lesley Pohl