Michelle Podnar Email & Phone Number

Toronto, Canada Area

TransferEASE Relocation Inc. is one of Canada’s largest international corporate relocation services, helping our clients ensure the smooth transition of their people facilitated through the administration of corporate mobility programs. We serve corporate, government, and non-profit, multi-national organizations. We are one of the only relocation services organizations that are ISO 9001-9001 – 2008 registered and certified.> Responsible for the day to day functioning of our customer service operations and administration team, delivering corporate relocation services for the employees of our mid to large national and international clients including major accounts. > Establish and manage operational controls, policies, processes (process documentation and maps), and procedures, and participate as subject matter expert in systems requirements gathering for software development projects.> Developing and implementing relocation policies in collaboration with our clients to ensure that customers receive a high quality level of service but also adhere to the financial cost-control parameters set by client organizations in the administration of their policies. > Contributing to development of services level agreements (SLAs) with customers to ensure we can deliver a high-quality for all of our customers.> Contributing to RFPs, business development activities, and account management activities through service delivery reviews, and reporting. > CERC Relocation Specialist designation, and Ontario Real Estate Association license course requirements completed.

Toronto, Canada Area

Coordinating operations and sales administration for this small but growing international corporate relocation company. > Accountable for client relationship management, and liaised with lawyers, real estate agencies, market appraisers, and property managers. > Accountable for key client retention efforts.> Created and maintained client files for global corporate relocations.> Created and implemented a client management database in Act 2.0.> Mail-outs, deposits, client invoice processing, and expense management.> Successfully completed Real Estate courses and held Real Estate License, to achieve promotion to a Relocation Consultant.

Toronto, Canada Area

Reporting to the Senior Services Manager, accountable for delivery of all client service initiatives to increasing branch sales and customer retention. Reason for leaving: Maternity Leave> Accountable for improving client service experience by implementing and coordinating service improvement and client retention initiatives, and resolving all client service issues. > Created an automated Sales Reporting system for weekly/monthly/quarterly data aggregation and management reporting for four sales teams. Produced and presented sales reports at management meetings.> Scheduled and coordinated “Customer Appreciation Days”, and “Employee Appreciation Days” and events.> Determined appropriate layout of marketing and promotional materials in branch environment.> Created an automated vacation tracking tool/report, and coordinated vacation approval and scheduling for branch staff.> Completed financial services management training program within 5 months.

Toronto, Canada Area

Reporting to the General Manager, accountable for the supervision of a Customer Services team, improving customer service processes in support of an ISO 9001 registered industrial filter manufacturer. Reason for leaving: Movement to services sector.> Developed and implemented “Customer Feedback Program”. As a result, recommend and implemented continuous service improvement initiatives.> Created production and service delivery benchmarks, and then implemented corresponding continuous process improvements that led to exceeding of benchmark levels.> Coordinated “Product Knowledge” program for customer service team to ensure better delivery and support to customers, and for career development of team members. > Chaired weekly service review meetings to implement process improvements and initiatives, and to resolve critical customer issues. > Monitored and resolved customer service issues, with appropriate escalation channels.> Collaborated with Production for scheduling, and with order fulfillment (Shipping & Receiving) to ensure timely and accurate order delivery.> Collaborated with Sales on pricing initiatives, new product introductions, and for on-site client visitations.> Prepared departmental review reports with General Manager and reviewed Customer Service Department objectives on quarterly basis.> Supervised, monitored, coached and managed the day to day activities of the service team.

Toronto, Canada Area

Reporting to the Office Manager, responsible for coordinating sales efforts sales and estimation team this large International home / office mover. Promoted to TransferEASE Relocation opportunity. > Coordinated moves with corporate and retail customers.> Scheduled estimates for corporate account manager.> Client account administration and relationship management.> Mail-outs, deposits, invoice processing. > Administrative responsibilities and reception relief.

Thunder Bay, Ontario

Reporting to the President, responsible for coordinating sales efforts of 2 sales reps for a North American mover. > Developed and maintained a sales program consisting of researching and obtaining new clients by reviewing real estate marketing media, mailing out sales packages, tracking client leads, and following up clients to identify interest in using services.> Initiate and maintain client files.> Coordinated moves with COD clients.> Maintained and retain client base.> Scheduled estimates for account managers.> Communicated with clients via facsimile, phone, e-mail, and mail.> Marketing mail-outs, revenue deposits, handling invoices to clients and from vendors.

Thunder Bay, Ontario

> Processing expense accounts, time sheets, payroll, and travel claims for 118 members of the 18th Service Battalion.> Posted to CFB’s in Calgary, AB, and Dundurn, SK to complete courses in finance, basic military training, computer training, and leadership.

Ba, Anthropology

Bsc, Anthropology