Toni Mirza
Sales Operations Manager
Laval,QC
Summary
Hardworking and driven sales management professional equipped to revitalize sales operations and align procedures to maximize profits and client acquisition. Successful at improving sales procedures to streamline and strengthen processes. Multifaceted leader with analytical and diligent approach to building and leading strong teams.
Overview
21
21
years of professional experience
2
2
years of post-secondary education
Work History
Operations Sales Manager
Global NTT
Montreal, Quebec
01.2020 - Current
- Directly reporting to the General Manager, I provide exemplary leadership to a team of 10 management professionals and oversee 200 agents nationwide. Key accomplishments include:
- Established a High-Performing Sales Team: Spearheaded the creation of a new sales division, playing a pivotal operational role in securing contracts with two major telecommunications companies. Achieved a 20% competitive edge in cost-per-sale compared to three other vendors.
- Strategic Workforce Expansion: Directed initiatives in hiring, quality control, training, and reporting, effectively fulfilling project management responsibilities. These efforts doubled the contract workforce from 50 to 100 personnel and generated annual revenue of 3 million.
- Enhanced Team Engagement and Retention: Designed and implemented a strategic plan to foster career development and intrinsic motivation among team members. Achieved a 10% improvement in employee retention and reduced absenteeism by 25%.
- Cost Optimization through Innovation: Partnered with the strategic intelligence team to introduce automated learning support and quality control systems. These innovations resulted in cost savings of 200,000 within the first year.
Operations Manager
TELUS
Montreal, Quebec
10.2011 - 01.2020
- Reported directly to the General Manager, providing exemplary leadership to 6–8 management professionals and overseeing a nationwide team of 200 agents. Key accomplishments include:
- Boosted Team Engagement: Increased team member engagement scores from 62% to 92% within one year, fostering a highly motivated and productive workforce.
- Optimized Performance and Cost Savings: Designed and implemented a strategy to enhance key performance indicators (KPIs) by leveraging best practices in executive training, a user-friendly KPI dashboard, and expertise in social relations. This initiative resulted in 1 million in savings on investment expenses.
- Enhanced Recruitment Efficiency: Developed a proven methodology for personal career development, increasing the interview-to-offer rate from 40% to 60%.
- Improved Dealer Satisfaction: Managed the distribution experience across 200 nationwide stores, achieving a 95% dealer satisfaction rate in the first two quarters—an impressive 20% improvement.
Project Manager (1-year Development Opportunity)
TELUS
Montreal, Quebec
07.2016 - 01.2018
- Reported directly to the Vice President, responsible for planning and managing the integration of 5 support teams comprising 300 employees and 20 managers. Key achievements include:
- Streamlined Strategic Planning: Prepared action logs, detailed presentations, and reports to support strategic meetings with stakeholders from Human Resources, Information Technology, Strategic Intelligence, and Management.
- Delivered Ahead of Schedule and Under Budget: Completed the project one month early, despite a challenging 6-month timeline, and reduced the budget by 10%, achieving savings of 300,000 in investment expenses.
- Implemented Change Management: Designed and executed a change management plan, including communication strategies, presentations, and technology requirements in the integration process.
- Launched the VOICE Program: Created an initiative to collect agent feedback, facilitate workgroups, and advocate for improvements. Secured funding for five initiatives approved by the Vice President.
Operation Manager for the Sales Solutions Channel
TELUS
Montreal, Quebec
11.2009 - 11.2010
- Reported directly to the Director, providing collaborative leadership to a third-party supplier and overseeing 200+ employees. Key accomplishments include:
- Employee Retention Improvement: Led live quality observation programs, sales scenario assessments, and budget recognition initiatives, resulting in a 25% improvement in annual employee retention.
- Sales Performance Enhancement: Developed and implemented a new process for internal transfers, driving an 18% increase in sales conversion rates.
- Fund Diversion Reduction: Created a process to identify and capture erroneous fund transfers, incorporating a feedback loop to internal stakeholders. This initiative reduced fund diversions by 20%, saving 200,000 in investment expenses.
- Strategic Reporting and Planning: Presented comprehensive reports and action plans during monthly meetings with the Vice President and Directors.
Team Manager for the Sales Solutions Channel
TELUS
Montreal , Quebec
01.2004 - 11.2009
- Reported directly to the Ops Manager, providing collaborative leadership to a team of 20 team members. Key accomplishments include:
- Employee Engagement: Fostered a highly motivated and engaged team, achieving a top 5 percentile ranking nationally in both KPI performance and engagement scores.
- Talent Development: Facilitated career advancement for team members by implementing personalized training programs and skill development initiatives, resulting in over 15 agents successfully reaching their career goals.
- Performance Management: Developed comprehensive call quality best practices, which were adopted and leveraged by peers on a national level.
- Fund Diversion Reduction: Created a process to identify and capture erroneous fund transfers, incorporating a feedback loop to internal stakeholders. This initiative reduced fund diversions by 20%, saving 200,000 in investment expenses.
- Strategic Reporting and Planning: Presented comprehensive reports and action plans during monthly meetings with the Vice President and Directors.
Education
DEC -
Bois-de-Boulogne College
Montreal 09.1997 - 01.2000
Skills
Project Leadership & Initiative
Process Optimization & Efficiency
Leadership & Team Management
Stakeholder Communication & Negotiation
Strategic Planning & Problem-Solving
Data Analysis & Performance Measurement
Leadership Development
Employee Engagement
Change Management & Adaptability
Team Building
Interpersonal Relationships
Storytelling
Interests
Golf and chess
Health, fitness, and meditation
Hiking and exploring nature
Reading and cooking
Photography
Community Service
- Participant in TELUS Walk to Cure Diabetes
- Regular blood donor for Héma-Québec
- Supporter of the Walk for Multiple Sclerosis (SEP)
- Volunteer with Big Brothers Big Sisters
- Contributor to elderly care at the Groulx Community Center
Technical Knowledge And Training
- Proficient in Excel, PowerPoint, MS Office, and Google Suite
- Fluent in French and English (spoken and written)
- Experienced with Genesys, SAP, WFM, NICE, IVR, and Access
- Six Sigma Green Belt and process improvement facilitation
- Certified trainer for accreditation interviews
Accomplishments
- Achieved [Result] by introducing [Software] for [Type] tasks.
- Created a company-wide, comprehensive training program for all sales team members.
- Collaborated with team of [Number] in the development of [Project name].
Timeline
Operations Sales Manager
Global NTT
01.2020 - Current
Project Manager (1-year Development Opportunity)
TELUS
07.2016 - 01.2018
Operations Manager
TELUS
10.2011 - 01.2020
Operation Manager for the Sales Solutions Channel
TELUS
11.2009 - 11.2010
Team Manager for the Sales Solutions Channel
TELUS
01.2004 - 11.2009
DEC -
Bois-de-Boulogne College
09.1997 - 01.2000