Dawn Barnett Email & Phone Number

Ottawa, Ontario, Canada

As a Team Lead, I am responsible for providing quality and efficient customer service to customersthrough the daily management of a team of Customer Service Representatives (CER’s) to includehiring, motivating, recognizing and rewarding, coaching, counselling, training, and problem solving.My duties include but are not limited to: responsible for assisting the manager with development,analyses and implementation of staffing, training, scheduling and reward/recognition programs. As aTeam Lead, I am a hands-on leader and I ensure that correct procedures are followed and routinelygive directions to CER’s on what to do and how to improve. When a CER needs help dealing withcustomer concerns, I step in, offer advice, or authorise a special request. I assist in scheduling staffto ensure adequate coverage for the centre. As a Team Lead from time to time I am responsible forrecruiting, interviewing, and when CER’s are hired that they are fully up to speed on their duties andwhat their expectations are on a daily basis. In addition, as a Team Lead I provide statistical andperformance feedback and coaching on a regular basis to each team member.

Ottawa, Canada Area

As a CER, my duties include but are not limited to: Receiving calls or email requests from clients for various reasons related to service or daily operations of their sites; Create and complete work order requests on all incoming calls and email requests; Contact appropriate individuals for urgent and emergency requests to ensure requests are handled in a timely manner; Complete all daily assigned call backs and follow ups to ensure client satisfaction; Effectively manage time while working in a fast-paced environment and manage changing priorities to adapt to business needs; Provide direction and information to clients and from time to time service providers as required to ensure excellent coordination and execution of work with minimal disruption; Identify areas of opportunity and utilize my skills and knowledge to suggest improvements to the standard operating procedures; Various administrative tasks including record keeping and data entry; Adhere to all company policies and procedures; Adhere to the Company’s Quality System operating procedures. Multi-task; Team player.

Orleans, Ontario, Canada

Main cashier duties and responsibilities include ringing up sales through cash, debit, and credit. Bagging items, requesting price checks, honoring coupons, collecting payment, and giving appropriate change. Lottery and tobacco sales.

Ottawa, Canada Area

As a Program Account Manager, I was able to develop a strong relationship with my customers, connecting with key business executives and stakeholders via phone conversations and emails. My duties include; but are not limited to: preparing daily and weekly sales reports along with daily distribution of Opportunity Sales Reports, Review daily/weekly metrics and Key Performance Indicators (KPIs), , Review analytics to strategically set dialing preferences for all Industries and Provinces, Manage the allocation of hours and staffing, Successful in renewing contracts and extensions to existing campaigns, interact and coordinate with the sales team and other staff members in other departments working on the same account and identify new business opportunities among existing customers.

Ottawa, Canada Area

In my role as the Program Leader I had the responsibility for assistance in managing call centerprograms along with ongoing coaching, development and training the BusinessDevelopment Representatives assigned to the programs. My duties include; but are not limited to: Provide client specific training and coaching to all staff (up to 30 agents), mentoring and coaching agents to ensure they are achieving the sales goals; recognize trends and issues in agents’ performance, review performance reports to analyze call volumes and results to recognize trends and issues in productivity and identify strengths and weaknesses in key program elements; Diffuse employee conflicts by conducting one on one meetings to ensure positive team dynamic, Attend client meetings to discuss progress of agents and gain feedback to ensure expectations are met on time and on budget, Participated in operational meetings to discuss company goals and strategies to achieve optimal internal processes, manage attendance and work with Human Resources and Operations to enforce company policies.

Ottawa, Canada

As a Business Development Representative my primary responsibilities was to generate leads via outbound prospecting, as well as handle and address inbound leads from a global territory. I had to manage key account relationships and aggressively prospect new clients. I prospected leads via phone, qualify those prospects and closed potential clients from industry lists and specific targeted vertical markets as defined by the sales and marketing strategies.

Through cold calling and call backs, I expanded our client base within our established market segments and generated new sales opportunities for our Senior Sales team. By gaining an understanding of the customer's needs, I built rapport, presented and sold our services to potential customers. I answered OnPath sales line and assisted callers with their needs. I am an alternate point of contact for our customers and senior sales team to assist in program/service inquiries, expediting the sales process and following through with ongoing customer requests.

Ottawa, Canada Area

My key responsibilities were to handle customer inquiries, complaints, billing questions, escalations, cancellation request, technical issues and payment extension/service requests. I frequently had to calm angry callers, repair trust, locate resources for problem resolution and design best-option solutions. It was required to interface daily with internal partners in accounting, field services, new business, operations, and distribution.

Herongate Mall

-Developed excellent organizational and planning skills through maintaining schedules and payroll-Applied all guidelines and procedures through the use of the company's project manager task system-Met deadlines for inventory counts and wrote incident reports as needed; prepared bank deposits-Merchandised and advertised numerous products to ensure success of sales as well as ordering products that were low in inventory-Opened and closed the store according to safety guidelines of the company-Managed Staff of 10+ associates

Ottawa, Canada Area

Assisted the store manager in daily operation of the restaurant (occasionally assuming store responsibility in his absence)• Assisted manager in the implementation of complete merchandise information accurately in time• Took responsibility of keeping restaurant clean and uncluttered by managing team of sweepers and cleaners• Received, checked and shelved all merchandise products• Assisted manager in placing purchase orders and managing inventory• Recorded information into registers manually and in computerized systems• Completed daily registering and store open/close functions• Took responsibly of company bank deposits as required by the store manager