Madison Herd
Barrie,ON
Summary
Sales and account development professional with proven success in driving growth, cross-selling, and client retention. Experienced in local market activation and community partnerships to strengthen brand presence. Detail-oriented and process-driven, supporting operational workflows while influencing teams to achieve shared goals. Eager to apply these skills to a dynamic role.
Overview
8
8
years of professional experience
Work History
Director of Hospitality
Chick-fil-A
Barrie, Ontario
02.2023 - 08.2025
- Assisted with scheduling, inventory, and collaborating with the operator to execute the restaurant's business plan.
- Assisted in the hiring and onboarding of 30+ team members, reducing turnover by 27% through personalized development plans and a culture of servant leadership.
- Led a drive-thru optimization project that increased throughput by 5 to 10 cars per hour during peak periods, while maintaining a 98% accuracy rate.
- Standardized the HEARD model for guest recovery, successfully resolving 97% of customer concerns in real time, and improving online review ratings from 3.9 to 4.2 stars.
- Managed labor productivity and food costs, achieving a 4% reduction in waste through better inventory systems, team accountability, and reducing food costs by an additional 2%.
- Managed scheduling for 64 team members, reducing labor costs from 22% to 18.64% of sales, while maintaining operational efficiency.
- Achieved results by developing team skills and streamlining processes, resulting in 11 employees being promoted during my tenure.
- Served as the primary point of contact for local marketing and financial initiatives.
- Led community partnerships and sponsorships to increase brand visibility and engagement.
- Represented the brand at large-scale events (Boots & Hearts, Kempenfest, sporting events, vendor events).
- Managed sponsorship and marketing budgets, ensuring financial accuracy and ROI.
- Strengthened customer and partner loyalty through consistent brand execution.
- Led management team meetings, shared wins, set goals, and aligned the team with company growth initiatives.
- Participated in weekly directors' meetings, reviewing business KPIs, budget reports, and next steps to drive operational growth.
Administrative Assistant
Travel Guardian Insurance
Barrie, Ontario
08.2022 - 02.2023
- Supported the sales process through accurate pre-qualification and documentation.
- Built and maintained client relationships to support the company's growth objectives.
- Supported operational execution through organization and process discipline.
- Completed medical intake forms accurately and efficiently, supporting sales agents in offering tailored travel insurance packages while maintaining confidentiality and compliance.
Sales & Retention Team Lead
Rogers Communications INC
Barrie, Ontario
06.2017 - 09.2021
- Developed and grew customer accounts through cross-selling and upselling telecom products.
- Retained existing customers by identifying needs, and recommending tailored solutions.
- Consistently met or exceeded monthly sales, retention, and performance targets.
- Managed high-volume inbound calls while maintaining strong customer relationships.
- Built product expertise across multiple service offerings to support consultative selling.
- Reduced churn by addressing objections and reinforcing long-term value.
- Handled 24–30 inbound customer calls daily, resolving billing issues and addressing inquiries with professionalism and accuracy.
- Conducted cross-selling and upselling of Rogers products (TV, Internet, mobile), including new offerings like Rogers Ignite, achieving additional revenue on roughly 1 in 7 calls.
- Retained customers by addressing complaints and providing solutions, reducing cancellations to fewer than 3 per 5-day work week.
- Consistently met or exceeded monthly sales, retention, and target offer goals, contributing to overall team performance.
- Participated in On-the-Job Training (OJT) programs, mentoring and coaching new employees on sales and retention strategies.
- Maintained detailed records and product knowledge to ensure accurate service delivery and regulatory compliance.
Skills
- Consultative Selling & Cross Selling
- Customer Retention & Churn Reduction
- Account & Territory Growth Target / Quota Achievement
- Relationship Management
- Community & Event Engagement Process
- Compliance & Accuracy
- Financial Reconciliation & Budget Tracking
- Team Training & Coaching
- Organizational & Time Management Skills
Accomplishments
Guardian of the Brand - March 2025
Timeline
Director of Hospitality
Chick-fil-A
02.2023 - 08.2025
Administrative Assistant
Travel Guardian Insurance
08.2022 - 02.2023
Sales & Retention Team Lead
Rogers Communications INC
06.2017 - 09.2021