Sharla Weekes
Sainte-Anne-de-Bellevue,Canada
Summary
Experienced with relationship-building and driving sales growth through effective communication. Utilizes persuasive techniques to foster client trust and close deals. Track record of exceeding sales targets and contributing to team objectives.
Overview
21
21
years of professional experience
Work History
Sales Representative
Tenaquip
06.2018 - 11.2024
- Process orders and product searches by telephone and email
- Follow-up on client orders/returns/credits
- Generated additional sales opportunities with upselling and cross-selling techniques.
- Demonstrate a high level of reliability in performing administrative duties
- Light accounting duties; advise client orders that are on credit hold
- Update all back ordered orders placed on our website with new shipping dates
- Collection duties for failed credit cards
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
E-Commerce Support Coordinator
Erikson Consumer- a division of Jam Industries
10.2016 - 06.2018
- Maintain their B2B website for Canada and USA
- Register all dealers and make sure brand exclusions are respected
- In charge of all troubleshooting that is required for the B2B users
- One new products have been uploaded, gather high resolution images to be added to the website
- Process all Walmart and Costco RMAs and credits
- Managed high-volume caseloads, ensuring timely completion of tasks and effective communication with clients.
- Worked with other departmental staff to answer questions and resolve problems.
- Improved client satisfaction by efficiently addressing and resolving support issues.
Customer Service/Order Entry Specialist
Intertape Polymer Group
09.2015 - 08.2016
- Customer service calls from sales reps and their clients
- Process all sample orders from point A to Z on a daily basis
- Follow-ups on late orders and coordinates with production team
- Works closely with different sales reps, territories and divisions
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
Customer Service/Field Support Representative
Shaw Direct
01.2008 - 07.2015
- Inbound customer service calls from numerous departments and customers
- Self-motivated, with a strong sense of personal responsibility.
- Respond to residential and commercial inquiries and requests (B2B)
- Posting of worker orders and service calls
- Open new accounts and notate system activation
- Special events verification procedures (commercial accounts)
- Ensuring activation of all new equipment with proper code entry for new and older technology
- Receiver validation for re-sale
- Ensuring pre-activation of work orders for blitz events were properly executed
- Confirm current promotions and up-dates with outside sales
- Assist with in-store inquiries from point of sale
- Worked effectively in fast-paced environments.
- Update, cancel, and/or modify work orders and service calls
- Technical assistance for installers on service calls and system set-ups
- Escalated complaints from customers and installers
- Dispatched new acquisitions for the sales department for 8 months
- Helped bring installations forward before end of quarter to maximize numbers
Team Lead for Dispatch
Shaw Direct
10.2006 - 01.2007
- Provided full training of all skill sets; including dealer, activations, field escalations, dispatch and CSS
- Provided full commercial training; including extended training sessions with 3-5 agents per gathering
- Shadowed live calls with trainees
- Monitored and supported agents by answering inquiries
- Created coaching opportunities; including quality control maintenance
- Responsible for department incentive programs and activities; including performing huddles and giving quizzes on new promotions and product updates
- Trained new team members by relaying information on company procedures and safety requirements.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coached team members in techniques necessary to complete job tasks.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
Dispatcher
Shaw Direct
09.2005 - 10.2006
- Faxed work orders to installers for their correct territory
- Performed work order routing for in-house installers
- Responsible for posting work orders and service calls for in-house installers specifically
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
Technical Support Representative
Shaw Direct
08.2003 - 08.2004
- Tier 2 troubleshooting
- Enhanced customer satisfaction by efficiently resolving complex technical issues.
- Booked service calls for customers
- Replaced defective equipment
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
Education
Certification - Dental Assistant
Riverside Park Technical Center
High school diploma -
Dorval High School
Skills
- Microsoft Office; Outlook, Excel,Word
- GUI & CSD systems
- Customer service
- Interpersonal communication skills
- Product and service knowledge
- Relationship building
- Complex Problem-solving
- Sales strategy development
- Customer needs assessment
References
References & Additional Work History Available Upon Request
Languages
English
Native or Bilingual
French
Full Professional
Timeline
Sales Representative
Tenaquip
06.2018 - 11.2024
E-Commerce Support Coordinator
Erikson Consumer- a division of Jam Industries
10.2016 - 06.2018
Customer Service/Order Entry Specialist
Intertape Polymer Group
09.2015 - 08.2016
Customer Service/Field Support Representative
Shaw Direct
01.2008 - 07.2015
Team Lead for Dispatch
Shaw Direct
10.2006 - 01.2007
Dispatcher
Shaw Direct
09.2005 - 10.2006
Technical Support Representative
Shaw Direct
08.2003 - 08.2004
High school diploma -
Dorval High School
Certification - Dental Assistant
Riverside Park Technical Center
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