Rebecca Klassen
Edmonton,AB,
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. A multi-tasking Manager well-known for creating positive workplace culture and high-performing teams.
Overview
17
17
years of professional experience
Work History
Manager - Small Medium Business Sales
Shaw Communications Inc
09.2015 - 06.2023
- Built and led high-performing teams of 10-15 outbound Business Sales Consultants through effective recruitment, onboarding, and talent development initiatives.
- Closed 7 figures in total contract value with various small to large businesses throughout province on a monthly basis.
- Attended customer meetings and sale presentations.
- Onboarded new employees with training and new hire documentation.
- Developed and implemented business strategies to achieve business goals and stay competitive.
Operations Change Leader
Shaw Communications Inc
05.2018 - 02.2019
- Identified team weak points and implemented corrective actions to resolve concerns.
- Led cross-functional teams to achieve company-wide goals, fostering a culture of collaboration and innovation.
- Championed change initiatives, successfully navigating teams through periods of transition while maintaining morale and engagement levels.
Supervisor - Business Inbound Sales
Shaw Communications Inc
02.2013 - 09.2015
- Lead the team of 6 inbound Business Sales Consultants.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Evaluated employee performance and coached and trained to improve weak areas.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
Supervisor - Customer Service
Shaw Communications Inc
04.2011 - 02.2013
- Educated 20+ staff on organizational mission and goals to help employees achieve success.
- Evaluated staff performance and provided coaching to address inefficiencies. Call centre stats included average talk time, average hold time and average speed of answer.
- Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functio.
TSD Coordinator
Shaw Communications Inc
10.2010 - 04.2011
- Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
- Collected and analyzed business data from various departments to prepare reports and presentations for management.
Telephony Provisioner - Technical Service Delivery
Shaw Communications Inc
10.2008 - 10.2010
- Provided exceptional troubleshooting support during installation periods, quickly resolving any reported issues or concerns from technicians.
- Reduced downtime for 50+ technicians by proactively identifying and resolving potential network issues.
- Attended ride-alongs with installers to identify process and department gaps.
Customer Service Representative - Retail
Shaw Communications Inc
07.2007 - 10.2008
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Customer Service Representative - Inbound Sales
Shaw Communications Inc
09.2006 - 07.2007
- Answered constant flow of customer calls with minimal wait times.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Processed customer service orders promptly to increase customer satisfaction.
Distributor
Younique Cosmetics
05.2014 - 03.2020
- Taught master classes to inspire potential makeup artists or help people expand knowledge and skills.
- Used social media platforms to promote products and services.
- Increased sales revenue by effectively upselling and cross-selling beauty items based on client needs.
Makeup Artist
MAC Cosmetics
09.2012 - 09.2013
- Enhanced client satisfaction by providing personalized makeup consultations and product recommendations.
- Advised clients on proper skincare routines, promoting healthy skin as the foundation for flawless makeup application.
Makeup Artist
Freelance
02.2011 - 01.2016
- Developed customized makeup plans for bridal parties, contributing to memorable wedding experiences.
- Collaborated with photographers and stylists to achieve desired looks for photoshoots, ensuring high-quality results.
- Attended beauty industry shows, classes and seminars to stay up-to-date on latest trends.
Education
High School Diploma -
Victoria School of The Arts
Edmonton, ABHerbology 101 Certificate - Natural Medicine
Wild Rose College
Red Deer, AB01.2023
Make-up Artistry Diploma - Esthetics
Eveline Charles Academy
Edmonton, AB02.2011
Skills
- Six Sigma Green Belt certified
- Sales Leadership and Techniques
- Building Sales Targets and KPIs
- Performance Management
- Marketing
- Customer Relationship Management (CRM)
Timeline
Operations Change Leader
Shaw Communications Inc
05.2018 - 02.2019
Manager - Small Medium Business Sales
Shaw Communications Inc
09.2015 - 06.2023
Distributor
Younique Cosmetics
05.2014 - 03.2020
Supervisor - Business Inbound Sales
Shaw Communications Inc
02.2013 - 09.2015
Makeup Artist
MAC Cosmetics
09.2012 - 09.2013
Supervisor - Customer Service
Shaw Communications Inc
04.2011 - 02.2013
Makeup Artist
Freelance
02.2011 - 01.2016
TSD Coordinator
Shaw Communications Inc
10.2010 - 04.2011
Telephony Provisioner - Technical Service Delivery
Shaw Communications Inc
10.2008 - 10.2010
Customer Service Representative - Retail
Shaw Communications Inc
07.2007 - 10.2008
Customer Service Representative - Inbound Sales
Shaw Communications Inc
09.2006 - 07.2007
High School Diploma -
Victoria School of The Arts
Herbology 101 Certificate - Natural Medicine
Wild Rose College
Make-up Artistry Diploma - Esthetics
Eveline Charles Academy
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