Summary
Overview
Work History
Education
Skills
Timeline
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Nicole Gross

388 Pipeline Road, Winnipeg,Manitoba

Summary

Results-driven Operations Manager with expertise in strategic planning, process improvement, and team leadership. Strong communication, problem-solving, and adaptability skills.

Overview

18
18
years of professional experience

Work History

Global Operations, Senior Manager

IntouchCX
Winnipeg, Manitoba
1 2019 - Current
  • Allocated resources strategically to enhance productivity and optimize costs for increased profitability.
  • Utilized data-driven insights to maximize returns on investments.
  • Led change management initiatives to facilitate smooth integration of new systems and procedures for staff.
  • Collaborated closely with peers from other departments to drive organizational success jointly, as one cohesive unit.
  • Analyzed customer feedback and devised strategies to enhance customer satisfaction, leading to a 10% upsurge in overall satisfaction.
  • Achieved 15% enhancement of productivity by effectively coaching and managing performance.
  • Facilitated the implementation of a new KPI dashboard to monitor sales performance, increasing visibility and accountability.
  • Prepared and reviewed quarterly business reports.
  • Implemented client-specific internal KPIs and financial metrics to optimize global performance while delivering top-quality service in compliance with SLAs.
  • Maintained compliance with corporate and client-specific policies through direct auditing.
  • Enhanced vendor communication through regular interaction and clear engagement strategies

Sales Representative

The HVAC Group
Winnipeg, MB
5 2017 - 01.2019
  • Managed sales pipeline of 200+ potential customers, resulting in a 32% increase in sales revenue during the first six months.
  • Maintained a 95%+ customer retention rate by providing exceptional service and quick solutions.
  • Organized client visits, presentations, product demonstrations and trade shows.
  • Monitored sales activity and optimized productivity through the use of advanced CRM software.

Sales Manager

True Star Health and Wellness
Winnipeg, Manitoba
02.2011 - 02.2015
  • Created individualized wellness programs based on client preferences and objectives.
  • Collaborated with healthcare professionals to develop comprehensive client wellness programs.
  • Prepared sales presentations showcasing the success and credibility of products.
  • Drove a 50% increase in client memberships during the first year by inspiring and empowering the sales team to set their own sales goals.
  • Enhanced client satisfaction, leading to recognition as the top sales manager and most improved clinic.
  • Successfully surpassed monthly sales targets through effective upselling and cross-selling strategies.

Sales Training Manager

Magellan Vacations
Winnipeg, Manitoba
02.2007 - 02.2011
  • Utilized strategic planning and relationship-building skills to effectively manage key accounts, resulting in increased customer loyalty and repeat business.
  • Scheduled sales meetings frequently to evaluate performance, share successful techniques, and set achievable objectives.
  • Supported significant growth of sales personnel from a minimum of 10 to exceeding the mark of 100.
  • Negotiated significant contracts from prominent accounts using extensive industry expertise and persuasive capabilities.
  • Developed presentation materials to secure approval on ideas and share results.

Education

Business Administration -

Red River College
Winnipeg, MB

Skills

  • Operational Efficiency
  • Strategic Account Management
  • Interpersonal Communication Skills
  • Sales process
  • Performance Improvement
  • Operations Management
  • Problem- Solving
  • Relationship Building
  • Sales Forecasting
  • Negotiation Skills
  • Leadership & Team Management

Timeline

Sales Manager

True Star Health and Wellness
02.2011 - 02.2015

Sales Training Manager

Magellan Vacations
02.2007 - 02.2011

Global Operations, Senior Manager

IntouchCX
1 2019 - Current

Sales Representative

The HVAC Group
5 2017 - 01.2019

Business Administration -

Red River College

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Nicole Gross