Lesley Thompson Email & Phone Number

Toronto, On, Ca

Mississauga, Ontario, Canada

• Performed health and safety checks for indoor pool and outdoor seasonal pool • Maintained indoor and outdoor pool chemical cheques• Created cheques for payment to contractors for services rendered• Communicated issues or areas of concern to head office and condominium board offices• Contracted suppliers for required repairs and services

Brampton

• Reclaimed over 150K in fines and penalties from customers• Identified fine & penalty trends and collaborated with other departments to reduce occurrences and financial impact• Disputed fines and penalties via customer portals and programs•Tested a new customer portal system for quality and accuracy feedback

• Planned and monitored 40-80 weekly shipments of raw material to 3 production facilities • Audited 1M dollars of off invoice deductions by customers for freight related charges• Reclaimed 350K dollars each year in carrier freight damage claims & carrier related penalty fines • Used SAP system to review carrier’s invoice status in workflow, payment dates and account info• Investigated freight carrier invoices in audit status for agreed upon rates, approved extra charges and appropriate sales taxes to help push thru system and/or to have carrier adjust invoices to correct charges

• Provided solutions and corrected account issues in order to increase customer service level satisfaction and retain customers’ business with Coca-Cola.• Successfully meet individual sales targets resulting in team achieving over one million dollars NSI of sales for identified non-buy customers that were in risk of leaving Coca-Cola Refreshments.• Identified trends that would negatively impact customers and came up with solutions to avoid further issues that would impact a larger number of customers.• Provided new business leads to sales department that resulted in 40% conversion rate into account that has placed minimum one order with the company.

• De-escalated calls from customers by providing solutions and notifying appropriate departments.• Created various mini training sessions for team meetings • Responsible for programming new and revised contacts into BOSS (BASIS) system in order for support tickets and action lists to be sent to appropriate departments for customer follow ups• Provided coaching feedback and reviewed CSR/ISR calls to improve customer service and identify any concerns or training gaps/opportunities.

• Setup over 100 new hires for desk setups prior to agents going “live” on the phones.• Updated & maintained training resources and protocols for training packages and online Cola website.• School tour ambassador assisting the Public Relations Department 2008-2009 school year.• Worked with USA learning and training department as a source expert, reviewing training material and creating training questions.

• Successfully sold in new products and upsold products monitored by supervisor call reviews and yearly reviews.• Fielded on average 90-100 inbound calls per day.• Supported customers from across Canada in regards to delivery inquiries, placing service calls, new account inquiries and product information.

• Successfully surveyed on average 35-40 Cold Drink Market customers daily to identify trends and provide market research for the Sales Department.• Successfully surveyed over 700 locations of a National Franchise in a course of 5 months to provide customer service feedback for a fountain conversion from a major competitor.• Compiled quarterly reports informing progress of customer satisfaction/concerns to numerous departments within Coca-Cola Bottling Ltd.