Proficient in SAP, Trilogy, Microsoft Applications and CRM
Hi, I’m
Nicole LaForm
Client Success Manager
Hamilton,ON
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Focussed on process improvement, and problem-solving.
Overview
27
years of professional experience
4
years of post-secondary education
2
Languages
Work History
OC Tanner RecognitionBurlington , ON
Manager, Program Implementation
02.2012 - Current
Job overview
- Developed and maintained relationships with customers and suppliers through account development.
- Maximized performance by monitoring daily activities and mentoring team members.
- Accomplished multiple tasks within established timeframes.
- Applied customer feedback to develop process improvements and support long-term business needs.
- Cross-trained existing employees to maximize team agility and performance.
- Onboarded new employees with training and new hire documentation.
- Delivered feedback to decision-makers regarding employee performance and training needs.
- Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
OC Tanner RecognitionOttawa, ON
Sales Administrator
09.2008 - 09.2012
Job overview
- Discussed sales strategies and promotional plans with VP of Sales on regular basis.
- Attended industry shows, conventions and other meetings with primary mission of expanding market opportunities.
- Closed lucrative sales deals using strong negotiation and persuasion skills.
- Resolved customer issues quickly to close deals and boost client satisfaction.
- Interpreted sales and pricing policies to departmental personnel and customers.
- Coached and counseled sales personnel, assisting with individual selling efforts and helping sales representatives reach targets.
- Met with clients, delivering presentations and educating on product and service features and offerings.
- Targeted and prospected for new business through telemarketing, individual creativity and innovation.
- Tracked pipeline data, won vs. lost opportunities and lead response times with Salesforce CRM.
- Established and cultivated solid business relationships with new or existing customers.
OC Tanner RecognitionBurlington, ON
Client Success Specialist
02.1999 - 09.2008
Job overview
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Cross-trained and provided backup support for organizational leadership.
- Promoted available products and services to customers during service, account management and order calls.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Trained new personnel regarding company operations, policies and services.
- Promised best prices for Type customer services and maintained accuracy when determining quotes.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Recommended products to customers, thoroughly explaining details.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Investigated and resolved accounting, service and delivery concerns.
- Responded proactively and positively to rapid change.
- Educated customers about billing, payment processing and support policies and procedures.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Effective liaison between customers and internal departments.
- Investigated and resolved customer inquiries and complaints quickly.
Mark’s Work WearhouseOakville, ON
Store Associate
03.1996 - 02.1999
Job overview
- Contributed to design and setup of merchandise displays promoting key products, creating aesthetically pleasing arrangements to attract customer attention.
- Balanced and organized cash register by handling cash, counting change and storing coupons.
- Effectively located merchandise across various stores to address customer needs.
- Checked pricing, scanned items, applied discounts and printed receipts to ring up customers.
- Used POS system to process sales, returns, online orders and gift card activations.
- Greeted customers, helped locate merchandise and suggested suitable options.
- Worked with loss prevention in monitoring shopper behavior.
- Informed customers of current store promotions to encourage additional sales purchases.
- Displayed merchandise by arranging in appealing ways to boost sales.
- Refunded payments for returned items, processed exchanges and offered store credit to achieve customer satisfaction.
- Maintained customer satisfaction with quick and professional handling of product returns.
- Monitored sales floor and merchandise displays for presentable condition, taking corrective action such as restocking or reorganizing products.
- Answered questions about store policies and addressed customer concerns.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
- Managed efficient cash register operations.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Provided exceptional services and pleasant shopping experiences to retail customers.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Answered customer questions about products and services, helped locate merchandise and promoted key items.
Education
Mohawk College of Applied Arts And TechnologyHamilton, ON
Business Administration from Accounting
09.1996 - 05.1999
Skills
Staff Management
Strategic planning
Verbal and written communication
Project Management
Coaching and mentoring
Improvement initiatives
Software
Timeline
Manager, Program Implementation
OC Tanner Recognition
02.2012 - Current
Sales Administrator
OC Tanner Recognition
09.2008 - 09.2012
Client Success Specialist
OC Tanner Recognition
02.1999 - 09.2008
Mohawk College of Applied Arts And Technology
Business Administration from Accounting
09.1996 - 05.1999
Store Associate
Mark’s Work Wearhouse
03.1996 - 02.1999