Yvonne Chang
Toronto,ON
Summary
Yvonne is a dynamic Account Manager offering expertise in building partnerships, retaining key accounts and enhancing profit channels.
Yvonne is a Strong leader with proficiency in growing professional network, influencing decision-makers and devising successful strategies. A collaborative and an experienced team leader with robust background in customer relationship management.
Yvonne is is Results-oriented who engages with customers to help establish rapport with Proven track record of building customer relationships and successfully closing sales. Committed to delivering exceptional customer service and exceeding Yvonne's own sales goals and strives to meet the team's success.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Account Manager
Lobeline Communications
05.2023 - Current
- Met with customers to discuss and ascertain needs, tailor solutions and close deals. Negotiated prices, terms of sales and service agreements.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
- Coordinated with internal teams (Digital Marketing, PR and Influencer Marketing) to facilitate prompt delivery of client projects.
- Developed and implemented strategies to increase client retention.
- Oversaw new business development to generate sales leads, negotiate client pricing and forecast revenue.
National Account Manager
Avicanna Inc
05.2022 - 05.2023
- Managed, supported and grew business relationships with existing accounts and developed strategies to increase sales and revenue.
- Reached out to customers frequently to check on satisfaction, inquire about needs and propose new offerings.
- Tracked sales data to assess trends and make proactive strategy changes.
- Opened new national account customers across 3 provincial markets and increased market penetration by 65% in 5 months.
- Built relationships and achieved goals by cultivating a community of customers to establish long-term business growth.
Territory Account Manager
Velvet Management Inc
11.2021 - 05.2022
- Managed over 90 accounts within the GTA and presented talks on 311 products and represented 21 licensed producers that could meet current business needs.
- Drove retailer engagement, improved retailer satisfaction and earned retailer advocacy through communication and relationship management.
- Implemented promotions and marketing campaigns to increase territory sales and brand awareness.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Fostered and cultivated long lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
Account Manager
REEF Technology
10.2019 - 10.2021
- Manage a portfolio of 16 commercial properties across the Greater Toronto and generated $12.5 million dollars in revenue per annum.
- Maintain client satisfaction with delivery of facility management services with client retention of 95%
- Provide vendor management while continuously identifying cost-saving opportunities and adjusting operations accordingly
- Create annual operations reporting and budget management based on targets,n trends sand client expectations
- Managed 2 direct site supervisors and support work order management for in-house staff and multiple vendors across multiple facilities to minimize asset downtime
- Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
Branch Assistant Manager
RBC
07.2018 - 01.2019
- Supervised and evaluated staff of 18 team members to help improve skills, achieve daily objectives, and attain advancement.
- Increased Customer Satisfaction by 50%
- Developed and managed employee schedules, balancing individual requests and requirements with business needs.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations.
- Reduced process bottlenecks by training and coaching employees on practices, procedures, and performance strategies.
Assistant Department Manager
Nordstrom
08.2016 - 03.2017
- Coordinated with the Department Manager, to successfully setup and launch Designer Handbags department inside Nordstrom's First Canadian store location (Eaton Centre)
- Motivated team of 19 associates to consistently deliver effective selling behaviors through coaching and recognition.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Executed floor moves, merchandise placement, and overall sales set-up to increase sales.
- Complied with established internal controls and policies.
General Manager
ZADIG ET VOLTAIRE, Holt Renfrew
02.2013 - 02.2015
- Executed the launch and managed the first Boutique in Canada for the brand.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Drove year-over-year business growth by 30% over target with a total of $1.2 million in sales while leading operations, strategic vision, and long-range planning.
- Provided strategic oversight of Holt Renfrew marketing and promotional campaigns to keep campaigns aligned with overall goals and objectives.
- Trained new employees on proper protocols and customer service standards to maintain high productivity and performance metrics.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
Associate Manager
Cole Haan Bloor
10.2011 - 02.2013
- Set and enforced performance and service standards to keep consistent, high-quality environment devoted to customer satisfaction. Supervised day-to-day operations to meet performance, quality and service expectations quarterly to reach 95% to 100% of our quotas.
- Increased employee performance and job satisfaction to strengthen retention, reach milestones and increase engagement.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Associate Manager
Boutique JACOB & Boutique JOSEF
09.2008 - 09.2010
- Consistently noted by Senior Management, staff and clients for exceptional product knowledge and an extremely loyal customer base.
- Oversaw and Facilitated with co-Manager a training initiative for new hires or current employees called “Customer Service: Service from the Heart.”
- Store was recognized in Top 3 consistently achieving sales targets in the district.
- Set and enforced performance and service standards to keep consistent, high-quality environment devoted to customer satisfaction.
- Supervised day-to-day operations and always succeeded 100% of KPIs in performance, quality and service expectations.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
Education
Certificate of Technical Studies - Sales SaaS
Palette Skills
Toronto09.2019
Bachelor of Arts - Biology
Queen's University
Kingston, Ontario04.2005
Skills
- Inside and Outside Sales
- Market Share Growth
- Client Base Retention
- Performance Goals
- Enterprise Sales
- Strategic Planning
- Verbal and Written Communication
- Revenue Generation
- Team Collaboration
- Exceptional Negotiation Skills
- Customer Relationship Management
- Consultative Selling Techniques
- Brand Awareness
- CRM
- Client Development
Languages
English
Native or Bilingual
French
Elementary
Spanish
Limited Working
Japanese
Limited Working
Korean
Elementary
Certification
Cannabis Education GuildCANNSELLCanada
Timeline
Account Manager
Lobeline Communications
05.2023 - Current
National Account Manager
Avicanna Inc
05.2022 - 05.2023
Territory Account Manager
Velvet Management Inc
11.2021 - 05.2022
Account Manager
REEF Technology
10.2019 - 10.2021
Branch Assistant Manager
RBC
07.2018 - 01.2019
Assistant Department Manager
Nordstrom
08.2016 - 03.2017
General Manager
ZADIG ET VOLTAIRE, Holt Renfrew
02.2013 - 02.2015
Associate Manager
Cole Haan Bloor
10.2011 - 02.2013
Associate Manager
Boutique JACOB & Boutique JOSEF
09.2008 - 09.2010
Certificate of Technical Studies - Sales SaaS
Palette Skills
Bachelor of Arts - Biology
Queen's University
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