Overview
Work History
Timeline

Mike Fontaine

Edmonton,AB

Overview

37
37
years of professional experience

Work History

Customer Support Manager

Wajax Limited
04.2021 - 11.2024
  • Implemented new processes to improve the response time from the support team so that we could be more effective without increasing team members
  • Increased sales by 50% in the West through all divisions by simplifying team expectations and establishing team accountability
  • Improved the Salesforce Case System to make it easier for Advisors to manage cases by using integration tools to simplify bring information into the case
  • Supported several sales teams and improved the process of providing quotes faster by creating requirements provided by the sales group
  • Work with the product managers to improve margins by creating clear acceptable guidelines for margin and quote review levels

Branch Manager

Wajax Limited
08.2012 - 04.2021
  • Created a new Management Team and developed strong team unity
  • In 2019 started Managing the Red Dear Branch in addition to the Branch in Edmonton
  • While in Red Deer worked with the Regional Sales Manager on equipment deals, coordinated customer deliveries through the Parts and Service departments
  • Developed stronger relations with the sales team and facilitated many deals
  • Developed the exchange program further on the mining side and worked with the mining clients to forecast demand and provided a pricing structure for the mining products
  • Responsible for creating a stronger Safety Culture drove TRIFF from 8.0 to 0 and have 3 years with zero recordable
  • Successfully negotiated 3 CBA including attaining a 7% rollback to align wages with other divisions
  • Salesforce selection and development team complete with integration of the selling process Salesforce improvement team

Customer Service Manager

OEM Remanufacturing
08.2005 - 08.2012
  • Overall Management of the Finning Exchange Program
  • Development of inter-departmental processes and relationships
  • Creation of a Customer Portal to enhance the customer experience
  • Also Held positions as Account Manager and Industrial Sales Representative

Inventory and Marketing Manager

McCoy Corporation
01.2004 - 08.2005
  • Rebranding of the McCoy Service Division
  • Inventory management of 4 warehouses
  • Managed the building of a new McCoy Service Centre in Fort St
  • John

Parts Manager

Truck Center of Nevada
01.2002 - 12.2003
  • Management of all Parts Department Operations
  • Doubled average parts sales in 18 months by creating a Fleet Sales Force and Pricing
  • Resolved inventory obsolescence through factory support, increased sales inventory sales

Parts Manager

Kenworth Truck Sales Ltd.
09.1996 - 12.2002
  • Management of all Parts Department Operations including budget development
  • Rebuilt department structure and sales force
  • Grew Sales by 295% over 5 years
  • Instrumental in the development and management of complete dealership renovations
  • Member of Kenworth National Parts Council

Parts Manager

Edmonton Kenworth Ltd.
05.1988 - 09.1996
  • Management of all Parts Department Operations including budget development
  • Performed Marketing duties for all Operations
  • Created synergies between Parts and Service
  • Instrumental in developing Fleet Programs and revised Pricing Structures
  • Conducted annual inventory
  • Reviewed financial results and drove improvements
  • Held roles of Parts Technician and Parts and Service Sales Representative as well

Timeline

Customer Support Manager - Wajax Limited
04.2021 - 11.2024
Branch Manager - Wajax Limited
08.2012 - 04.2021
Customer Service Manager - OEM Remanufacturing
08.2005 - 08.2012
Inventory and Marketing Manager - McCoy Corporation
01.2004 - 08.2005
Parts Manager - Truck Center of Nevada
01.2002 - 12.2003
Parts Manager - Kenworth Truck Sales Ltd.
09.1996 - 12.2002
Parts Manager - Edmonton Kenworth Ltd.
05.1988 - 09.1996

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Mike Fontaine