Farhan Nova Email & Phone Number

Mississauga, Ontario, Canada

• Head of Customer Experience Department for CSS Group of Companies and Urban Tactical.• Rebuilt the department successfully from scratch.• Reported directly to the President.

•Involvement in branch planning and recruiting process. •Mentor the Junior Manager of Customer Experience. •Responsible for internal GL accounts to remain balanced. •Daily review of blotters and deep dive into unbalanced accounts/transactions.

Winnipeg, Manitoba, Canada

•Mentor a team by showcasing exceptional experiences in every customer interaction and achieving operational excellence, and personal development objectives. •Meet customer demands and compliance requirements by maintaining employee scheduling and ensuring all policies, procedures and guidelines of conduct are followed. •Collaborate with One TD partners to help all customers in a way that suit their needs best. •Support the frontline staff in resolving complaints as per customer problem resolution guidelines. •Encourage senior team members to act as a point of escalation and personal ownership as required. •Coach the team on advice-giving and customer conversation strategies and tactics to improve. •Promote a legendary customer experience. •Lead the team to monitor workflows, prioritize tasks and assign duties while resolving and improving operational issues. •Administer complex daily branch administrative duties. •Maintain customer facing areas of the branch as per premises, marketing, and regulatory guidelines. •Lead a high performing team by providing ongoing performance feedback and ensuring their performance management activities are undertaken and completed. •Help build a fair, positive and equitable environment by promoting team effectiveness, maintaining a positive attitude and improving knowledge of emerging industry trends and programs constantly

Selkirk, Manitoba, Canada

• Creating, implementing, and evaluating the branch’s business plan.• Hiring new employees, training, mentoring, supervising, and disciplining administrative staff in order to ensure the overall efficiency of daily operations.• Monitoring the financial transactions executed and the office activity performed at the branch office.• Building and maintaining strategic ties with the community, as well as networking with existing and potential customers in order to establish long-term, trustworthy relationships.• Working with Salesforce and Wealthview.

Winnipeg, Manitoba, Canada

I was temporarily laid off in March, 2020 due to COVID-19 and formally discharged in the month of July, 2020. My duties were:• Enhancing existing revenue streams and developing new ones.• Recruiting, hiring and developing sales representatives.• Setting sales targets for sales teams and sales reps.• Continually assess the sales processes to identify improvements and efficiencies.• Managing orders and ensuring goods or services promised to customers are processed efficiently.• Analyzing sales data and drawing conclusions from it.• Organize sales training sessions for employees.• Attend relevant sales meetings, functions, conferences, shows or exhibitions.• Prepare reports, budgets and forecasts.• Keeping up to date with market developments.• Developing sales strategies.

Winnipeg, Manitoba, Canada

•Understand automobiles by studying characteristics, capabilities, and features; comparing and contrasting competitive models; inspecting automobiles.•Develop buyers by maintaining rapport with previous customers; suggesting trade-ins; meeting prospects at community activities; greeting drop-ins; responding to inquiries; recommending sales campaigns and promotions.•Qualify buyers by understanding buyers' requirements and interests; matching requirements and interests to various models; building rapport.•Demonstrate automobiles by explaining characteristics, capabilities, and features; taking drives; explaining warranties and services.•Update job knowledge by participating in educational opportunities; reading professional publications.•Enhance dealership reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

Toronto, Ontario, Canada

•Maintain, manage and monitor all customer related operational issues.•Develop and execute branch sales strategies to maximize revenues.•Ensure coordination between sales, marketing, accounts and administrative departments.•Ensure training to sales and marketing teams.•Prepare financial statements for the head office.•Monitor expenses of the branch.•Ensure profitable results in administrating branch office.•Develop and communicate business strategies to the branch staff.•Maintain all relevant databases and update.•Prepare branch budget and submit to head office.•Interview new candidates for different positions.

General sales experience.

Toronto, Canada Area

-Customer service.-In-charge of store closing shifts. -Cash handing, counting and balancing cash flow/cash inventory. -Preparing end of the day report and bank deposits.-Maintaining daily and weekly logs. -Managing daily production and cost control. -Counting weekly inventory and placing orders to be delivered. -Training employees. -Managing team members and completing daily/weekly assignments.

Advanced Diploma, Business Administration, Project Management (Major)

• Comprehensive Business Education: Business Law, Marketing/Sales, Operations and Asset Management (Finance, Human Resources, Technology)..

Education record

Activities and Societies: Novices Parade Commander, Best turn out cadet, Extempore speech, Painting, Poetry. Armed Forces (military).