Troy LeClair
Chilliwack,BC
Summary
Dynamic leader with a proven track record at Telus, adept in enhancing customer loyalty and streamlining operations. Excelled in staff development and performance coaching, boosting employee engagement and work quality. Skilled in team leadership and customer service, significantly increasing revenue and market share through strategic planning and effective problem resolution.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Team Manager
Telus
06.2022 - 09.2024
- Led employee relations through effective communication, coaching, training, and development.
- Defined clear targets and objectives and communicated to other team members.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Evaluated employee performance and coached team members, increasing quality of work and employee motivation.
- Fostered strong relationships with clients through attentive account management, timely issue resolution, and proactive status updates on project milestones.
- Established team priorities, maintained schedules and monitored performance.
Service Manager
ADT by TELUS
10.2019 - 06.2022
- Met with customers to discuss service needs and offer available solutions.
- Hired, trained and supervised team of service staff members to meet business goals.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Resolved customer complaints in professional and timely manner.
- Developed and maintained positive relationships with customers to build rapport and trust.
Service Manager
ADT
01.2010 - 10.2019
- Met with customers to discuss service needs and offer available solutions.
- Hired, trained and supervised team of service staff members to meet business goals.
- Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Resolved customer complaints in professional and timely manner.
- Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
Education
Basic Training Diploma - BC Electrical Permits
British Columbia Institute of Technology
Burnaby, BC06-2012
Skills
- Customer focus
- Employee scheduling
- Influencing skills
- Staff development
- Performance coaching
- Employee engagement
- Recruitment support
- Equipment inventory
- Team leadership
- Customer service
- Teamwork and collaboration
Languages
English
Professional Working
Certification
- Red Seal- TQ
- FSR
- BC Security License
Timeline
Team Manager
Telus
06.2022 - 09.2024
Service Manager
ADT by TELUS
10.2019 - 06.2022
Service Manager
ADT
01.2010 - 10.2019
- Red Seal- TQ
- FSR
- BC Security License
Basic Training Diploma - BC Electrical Permits
British Columbia Institute of Technology
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