Carlene Emms Email & Phone Number

Calgary, Ab, Ca

Crossfield, Alberta, Canada

-Orchestrates the management and upkeep of heavy equipment agriculture sales records, databases, and customer profiles through utilization of dealership software. -Leads sales process enhancements through technology to streamline workflows and reduce delivery times. Implements solutions that provide comprehensive visibility into workloads. -Empowers the sales team with educational resources to enhance understanding of agricultural software applications, cultivating a tech-savvy sales… Show more -Orchestrates the management and upkeep of heavy equipment agriculture sales records, databases, and customer profiles through utilization of dealership software. -Leads sales process enhancements through technology to streamline workflows and reduce delivery times. Implements solutions that provide comprehensive visibility into workloads. -Empowers the sales team with educational resources to enhance understanding of agricultural software applications, cultivating a tech-savvy sales force capable of effectively using advanced tools. -Executes the timely and accurate completion of internal customer invoicing, leveraging strong accounting knowledge for precision in financial transactions. Show less

-Managed a dynamic CLEC Operations team of 60+, devising and executing strategies that significantly boosted operational efficiency.-Successfully steered the implementation of numerous strategic initiatives aimed at refining operational workflows and enhancing stakeholder experiences, achieving over $200k in annual savings through adept process enhancements and technology integration.-Pioneered advanced regulatory guidelines, facilitating seamless wireline number transfers between major… Show more -Managed a dynamic CLEC Operations team of 60+, devising and executing strategies that significantly boosted operational efficiency.-Successfully steered the implementation of numerous strategic initiatives aimed at refining operational workflows and enhancing stakeholder experiences, achieving over $200k in annual savings through adept process enhancements and technology integration.-Pioneered advanced regulatory guidelines, facilitating seamless wireline number transfers between major Canadian carriers through collaborative efforts with the Business Process Working Group under the CRTC Interconnection Steering Committee.-Spearheaded CLEC Service Activation's focus on one-point issue resolutions, elevating customer satisfaction, and refining technical support.-Played an instrumental role in the cultivation of the next generation of leaders across Frontline, Support, and Supervisory teams. Leveraged effective coaching methodologies and skills enhancement initiatives, fostering a talent pipeline that bolstered organizational resilience..-Oversaw and developed key performance metrics across multi-channel support areas (chat, workflow, phone, e-mail), maintaining an impressive 97% department net promoter score for nine consecutive months.-Cultivated and maintained positive vendor relationships and aided procurement teams in contract negotiations for vital third-party tools and services, heightening operational agility and resource efficiency. Show less

Calgary, Alberta, Canada

-Directed and guided a dynamic CLEC Operations team comprising over 20 adept professionals, consistently driving operational effectiveness.-Achieved flawless service-level agreement adherence through strategic planning, resource assessment, and proactive forecasting.-Conducted comprehensive performance reviews, offering coaching and training for new and transitioning CLEC Operations staff, fostering skill development and team cohesion.-Formulated processes that aligned with the Shaw… Show more -Directed and guided a dynamic CLEC Operations team comprising over 20 adept professionals, consistently driving operational effectiveness.-Achieved flawless service-level agreement adherence through strategic planning, resource assessment, and proactive forecasting.-Conducted comprehensive performance reviews, offering coaching and training for new and transitioning CLEC Operations staff, fostering skill development and team cohesion.-Formulated processes that aligned with the Shaw Vision of delivering an "Exceptional Customer Experience," amplifying service quality.-Sustained the accuracy of 911 and listing information for phone subscribers while meticulously adhering to CRTC-regulated mandates and service standards.-Managed the recruitment, interviewing, and hiring of staff to seamlessly replace departing team members under the Voluntary Departure Program, ensuring operational continuity. Show less

Calgary, Alberta, Canada

-Orchestrated seamless service implementation for National and Wholesale business coax customers, consistently bolstering monthly net new recurring revenue by $5k.-Mitigated failed installations through proactive customer engagement, utilizing project management strategies to enhance organizational efficiency and client satisfaction.-Served as the dedicated point of contact for customers, delivering continuous account support, managing service inquiries, resolving billing matters, and… Show more -Orchestrated seamless service implementation for National and Wholesale business coax customers, consistently bolstering monthly net new recurring revenue by $5k.-Mitigated failed installations through proactive customer engagement, utilizing project management strategies to enhance organizational efficiency and client satisfaction.-Served as the dedicated point of contact for customers, delivering continuous account support, managing service inquiries, resolving billing matters, and effectively navigating change management for designated accounts.-Crafted targeted reporting and training resources, optimizing the hand-off process between project coordinators and ensuring the efficient transfer of essential information, thus sustaining an agile and responsive client support framework. Show less

Calgary, Alberta, Canada

-Designed and facilitated training for new hires, providing effective one-on-one coaching for agents and peers resulting in increased sales and decreased order entry errors -Delivered accurate reporting to leadership, collaborated with peers to implement automated commission calculation tools streamlining the reconciliation process -Managed and expanded the Resident Manager program, maintaining valuable relationships to drive sales in Southern Alberta Multi-Dwelling Units… Show more -Designed and facilitated training for new hires, providing effective one-on-one coaching for agents and peers resulting in increased sales and decreased order entry errors -Delivered accurate reporting to leadership, collaborated with peers to implement automated commission calculation tools streamlining the reconciliation process -Managed and expanded the Resident Manager program, maintaining valuable relationships to drive sales in Southern Alberta Multi-Dwelling Units -Promoted modernization of the department by working as a change agent for the implementation of Salesforce, improving the customer experience by providing field agents direct access to customer information Show less

Calgary, Canada Area

-Seamlessly coordinated Bulk and Show Home billing and installs with sales reps, technicians, and customers-Collaborated with peers to align Calgary and Winnipeg Major Accounts teams, improving processes to increase efficiency -Audited bulk accounts to prevent lost revenue while balancing daily tasks including managing multiple shared email inboxes and supporting representatives with customer inquiries

Calgary, Alberta, Canada

-Promoted team education, designed visual aids and emails highlighting our target areas Assisted with supporting peers and managed customer escalations -Delivered exceptional customer experiences while providing first-call resolution