Jamie Fletcher Email & Phone Number

Canada

Hired as Customer Experience Manager - It became very clear that the first step in ensuring a great customer experience, would be to automate and clarify processes for our Client Service and Operations teams. By implementing new project management software (Monday.com) and integrating it with our sales processes and software (Hubspot), I drastically improved visibility and communication between our international team. By making these changes our Operations and CS team have significantly reduced time spent in handoff meetings, gaining 8-10 hours per week to focus on moving projects forward.

Evaluate internal processes and communications to identify gaps and areas for improvement, implementing many new training initiatives and tools to improve efficiencyManage all site visits for a field team of 7 staff, monitoring deadlines and coordinating with suppliers to ensure the team completes tasks on-timeLiaise across all projects, setting priorities with project and sales managers and addressing deficiencies, contributing to a 100% project completion rateCreate and maintain monthly labor (expense) tracking reports for projects with values of over $25,000, analyzing them against estimations, and providing reports to managers on which projects have not fallen within budget. Watching trends (based on product and labor types) and adjusting labor costs in estimation templates to provide more accurate pricing for future sales.Direct appointments for an in-house team of 7 installers, collaborating with subcontractors as neededOversee inventory, ordering fixtures, tools, and scheduling service and maintenance for 5 company vehicles, leading to seamless continuity of operationsTake calls from 5-50 clients monthly, handling each request with professionalism and precision, supporting a high customer satisfaction rating for the company and hundreds of repeat customers

Vancouver, Canada Area

Delivered 100% accurate financial records, including Accounts Payable and Account Receivable using QuickBooks, preparing quotes, and close-out documentationBuilt templates for quotes, orders, and invoices, using Excel, Adobe Acrobat, Word, Google Docs, and Google Sheets for daily use by all company employeesDrafted and submitted project shop drawings and Requests for Information (RFI), collaborating with Project Managers to deliver documentation 100% on-timeCommunicated with clients and BC dealers weekly by phone and email, providing product information, support, and quotationsProvided executive support to the owner by monitoring and replying to all emails, submitting quotes and orders on their behalf

Vancouver, Canada Area

Coordinated 6 technicians, responding to queries across 70+ offices. Assigning and escalating tickets to ensure a same day response, while coordinating company wide hardware and software updatesTroubleshot and provided feedback for an internal database management software utilized by all employees within the 70+ BC offices.Trip planning, calendar and inventory management

General Duties*Memorandums*Scanning, filing, faxing, copying, binding and uploading documents*Customer service - front desk reception and operation of multi-line switch board*Creating, editing, and formatting of PDF, Word and Excel documents*Mail distribution*Meeting minutes*Training*Team work!*Coding invoices for GL*Communication and daily scheduling through OutlookPersonal ProjectsWorked closely with IT to troubleshoot and streamline the circulation process for municipal planners within CityView. Collaborated with all departments to build a manual for the City View program and provided City View training to the admin team.Created a customer service database to pull up appropriate contact information based on key words for the 200+ employees that worked for the County (utilized by switchboard operator)

*Memorandums*Scanning, filing, faxing, copying, and uploading documents*Customer service - front desk reception and operation of multi-line switch board*Creating, editing, and formatting of PDF, Word, and Excel documents*Mail distribution*Meeting minutes*Event planning*Team work!*Coding invoices for correct GL accounts*Communication and daily scheduling through Outlook

Canmore, Ab

*Coordinating meetings between owner and suppliers*Communication with suppliers for shipping status, as well as follow up on billing, credit and reimbursement *Management, redirection, and response to calls, messages, and customer queries *Assistance in advertising and promotional ideas, including responsibility for social media updates*Thorough understanding of computer software and (MERCHANT) point of sale system*Database management and inventory maintenance*Use of hardware including fax, phone and computer*Updating and formatting of business documents and manuals in Microsoft Word and Excel*Organizational skills practiced through filing invoices, orders, returns on a daily basis*Practiced teamwork and communication through collaboration on store merchandising, and meeting monthly sales targets*Training staff on point of sale software and merchandising

Administrative Information Management Diploma, 3.69

MS Photoshop MS Access MS Word MS Excel MS Publisher MS Outlook MS Project Basic Accounting Including: A/P, A/R, Reconciliation, Sage.

Laser Certificate, Medical Aesthetics Diploma, Skin Care Certificate, Electrolysis Certificate