Retention Managers are responsible for retaining high-risk clients by handling escalated client concerns, evaluating existing advertising subscriptions and negotiating new contracts that are aligned with their businesses needs. Regardless if the client is retained, the Retention Manager is responsible for fulfilling the contractual terms, program analysis and support, responding to concerns regarding advertising services to the clients’ complete satisfaction and when necessary providing exit information. The Retention Manager provides exceptional customer service to ensure future customer loyalty. When not servicing clients directly, Retention Managers are expected to work in collaboration with other departments to better improve inter-departmental relations and processes to foster long-term future loyalty.* Gather information regarding the customer's problems, determine the main reason why the customer wants to cancel, find a practical solution, and implement it.* Maintain positive and effective customer relations.* Provide necessary feedback for procedure effectiveness to improve processes such as contract cancellation sources, contract compliance concerns, signature audits, claim mitigation and response time. * Ensure that customers' problems are handled as promptly as possible and escalate to other departments as required.

Reporting to the President and General Manager, as the Product Specialist I was responsible for providing support through my expertise of effective estimation, project management, communication and my demonstration of product knowledge to the Sales and Marketing team. This included building and executing training material, company presentations for new product launches and ongoing training and support to all departments. In addition to my responsibilities as a Product Specialist, I maintained an active role as Executive Assistant to the President and General Manager. Furthermore, I was the first point of contact for all software and hardware issues throughout the company, liaising with third party IT companies for regular maintenance and the resolution of IT issues.In this role I successfully demonstrated my high level attention to detail, ability to multi-task and work independently, effective communications skills both written and verbal, and ability to collaborate with various departments. * Ongoing training & support required through self-study/Research and from President, General Manager and Purchasing Manager* Provided background research on products, reviewed and edited product specifications for the biennial catalogs* Provided French translations for all marketing collateral* Assisted with operational projects - price updates, rebate program summary and analysis.* Website Support - provided technical support to internal and external customers, liaised with 3rd party web developers, reviewed/maintenance of customer profiles on e-commerce site* Provided internal & external staff with hardware and software support* Liaised with 3rd party software support for updates, emergencies & general maintenance* Conducted quarterly conference calls with Outside Sales Representatives providing product, systems and website training* Provided updates/feedback on quality control issues, customer challenges and general head office updates.

This blended role as the Executive Assistant and the Sales and Marketing Assistant allowed me to demonstrate my overall versatility, great organizational skills, ability to multi-task and prioritize tasks, and work independently while collaborating with various departments. As the Executive Assistant to the President and the General Manager, I demonstrated my ability to work with sensitive information and confidential files with professionalism and a high level of integrity. I provided administrative assistance and support of operational projects, scheduled executive team meetings and managed their calendars. Further to this, I collaborated with the President on research projects to affect change to the National Building Code of Canada. * Collaborated on the conception of a loyalty rebate program and responsible for quarterly and end-of-year review and communicating results to participating clientsAs the Sales and Marketing Assistant, I reported to the General Manager and my primary role was to assemble custom designed architectural railings, hand railing and guard rails take-offs, determine selling price, with presentation of quote to the client to meet a 24-hour service level agreement. In addition, I was responsible for ongoing self-directed learning to provided product training to inside and outside sales staff, maintaining and ensuring adherence to branding guidelines, expanding the CPA accounting software and providing French translations for marketing collateral and CPA software. * Research and development of the biennial catalogs which included French translations. * Compliance and regulation of intellectual property rights of vendor collateral.* Coordination of catalog image which included photo shoots, relationship management with various vendors* Website management including adding, updating and removing products, price changes, product descriptions and related products* Responsible for creating and communicating training materials.

As a Bilingual Account Manager, I excelled in professional and courteous customer service, providing inside sales support in both English and French to existing and potentially new customers. During my time in this role, I acquired in-depth product knowledge in a wide range of product lines to better assist customers in throughout the buy cycle.This role provided the opportunity to demonstrate my effectiveness multi-tasking between various modes of communication and triage workflow daily to meet same-day shipping deadlines for two warehouses in differing time zones. * Accurately and efficiently manually processed customer orders submitted by phone, fax, email, e-commerce and showroom * Provided showroom customer service and sales * Ensured full satisfaction from beginning to end of the buying cycle including tracking lost shipments, processing return and providing installation instructions post sale* Cross-trained in Accounts Receivables for vacation relief