Todd Lefurgey Email & Phone Number

Halifax Regional Municipality, Ns, Ca

Halifax, Nova Scotia, Canada

Halifax, Canada Area

- Developed a trusted advisor relationship with customer key stakeholders and executive sponsors such that all Northern Business Intelligence activities were closely aligned with the customer's business case and business strategy; allowing the full potential and ROI of our solution to be realized.- Leveraged a comprehensive understanding of GEOTAB and other products as they became available to provide relevant technical recommendations and training on solutions and areas of opportunity for our customers to gain value from their investment. - Completed successful GEOTAB implementations.- Worked with and maintained customer records via Salesforce.com.- Worked with customers to ensure they were leveraging the solution and achieving continual improvements in achieved ROI (engaging other Northern BI resources as necessary).- Maintained proactive contact with customer base to ensure they were leveraging the solution and achieving continual improvements in achieved ROI.- As needed, conducted formalized ROI reviews with each customer to ensure they were aware of - Provided timely account or issue status reporting to customers, the rest of the account team, and management.- Identified and grew opportunities within accounts and collaborated with the Business Development Managers to achieve this growth.- Identified and assessed renewal risks and collaborated with the team to secure renewals and prepared documents as required.

Halifax, Canada Area

- Responded to client inquiries and service requests pertaining to their programs and services.- Responsible for program governance including review of internal reporting, identification of issues, and managing the renewal process.- Responsible for client support, annual planning, and meetings where appropriate.- Responsible for executing Employee Orientations, Manager Orientations, and other presentations where appropriate.- Acted as a liaison with internal departments to resolve issues that may arise with clients.- Provided recommendations to clients on Workplace Training, Employee Wellness, and other fee-for-service programs based on requirements and need.- Provided excellent customer service and consultative support by negotiating and renewing existing client contracts and driving growth within customer base.- Provided timely resolution of product and accounting related customer support issues- Worked to design the coordination, delivery, and evaluation of EFAP programs that were customized to meet the needs of individual clients and to ensure total customer satisfaction.- Created and delivered strategic proposals based on utilization reports and trend analysis.- Contributed internal marketing and program strategies to clients for increased engagement.

Halifax, Canada Area

- Maintained and expanded relationships with portfolio of over 500 small and medium sized accounts.- Developed customer relationships (both internally and externally) that promoted retention and loyalty.- Exceeded annual goals with client retention rate above 90% for over 400 accounts from 2016-2018.- Used analytical utilization reports to influence renewal business and drive user adoption.- Ensured positive customer experience by proactively managing and growing customer relationships.- Developed proposals, contracts, and pricing for targeted accounts within portfolio.- Managed strategies and tactics for de-escalating customer accounts.- Exercised independent judgment and analysis in determining the best method(s) to resolve issues and ensure customer loyalty and satisfaction.- Helped facilitate onboarding process with all new clients.

Halifax, Canada Area

- Handled multiple responsibilities in a fast-paced environment that had tight deadlines and required attention to detail.- Successfully managed Narrative’s recruitment and field logistics for all qualitative research projects across Canada, including traditional and online methodologies (including preparing RFP work plans, meeting client requirements with recruited focus groups, and updating database to track all groups).- Managed on-site logistics for Narrative's two focus group facilities in Halifax and Moncton, for both internal and external client projects (including ensuring that catering, hostess staffing, incentive distribution, and any equipment requirements were all taken care of).- Managed off-site logistics for Narrative’s in-house moderation team for out-of-office projects (including recruit management, catering, incentive distribution, travel and accommodations, and any required equipment for sessions).- Maintained strong relationships with Narrative’s diverse client base (both internal and external) in addition to Narrative’s multiple subcontractors.- Responsible for the preparation of proposals in response to client requests (both internal and external).

Halifax, Canada Area

- Social media management for Whitestone Developments, Safe & Sound Storage, and Halifax Builder.- Website maintenance and updating for www.WhitestoneDevelopments.ca and www.MyHalifaxBuilder.com- Responsible for Whitestone Development's Real Estate division (contracts, marketing & advertising, etc.)- Project management for Whitestone Developments, Safe & Sound Storage, and Halifax Builder.- Help organize and manage resources for all real estate transactions, both internal and external.- Responsible for maintaining and updating customer documentation, ensuring both required documentation and pricing are accurately noted.- Updating and maintaining customer database.- Maintain all aspects of Safe & Sound Storage (Accounts Receivable, Account Set-up, Account Maintenance, etc).- Office management.

Moncton, New Brunswick

- Work with a primary team of six national sales executives and manage/direct their requests for data, reports and general information.- Reports that detail net volume and customer spend amounts for specified time frames in addition to invoice actualization requests and account portfolio summaries (expected two-day turn-around).- Analyze sales data and generate forecast and metric reports for Sales Management.- Project management- Helped organize and manage resources during large-scale “mapping project”, in which 75 products were updated and over 300 agreements required updates, so new information was “mapped” onto current agreements in a way as to not affect customer orders or invoices.- Managed team of four and completed project within specified time frames.- Partner in the creation of financial models and customer price lists.- Customer contracts created by national sales executives, in which complex pricing models help actualize price changes at pre-determined intervals.- The price changes are derived from U.S. base oil base stock pricing models, in addition to PPI (Producer Price Index) data, CPI (Consumer Price Index) data, and current average customer price.- Responsible for maintaining and updating customer price lists, ensuring both item data and pricing are accurately noted.- Updating and maintaining customer data.- Including but not limited to account creation, contact information, contact updates, billing changes, and tax status updates.- Research and analyze invoice pricing errors to find root cause and permanent resolution.- Maintained a two-day turn-around on new account creation requests at a completion level of over 90%.- Maintained a two-day turn-around on agreement update requests at a completion level of over 93%.

Moncton, New Brunswick

- Worked primarily with national U.S.-based ExxonMobil customer locations to discuss invoice discrepancies, billing collection, and account updates (i.e. address updates, contact information, etc).- Generated monthly reports based on meeting/exceeding targeted expectations.- Target of 15% of TAR (Total Accounts Receivable) or total percentage of past due items, in addition to 60-day and 180-day past due allowance targets.- Monitored customer account details for non payments, delayed payments and other irregularities.

Moncton, New Brunswick

Every employee is hired as a "Management Trainee" and participates in a constantly evolving training program.Program included training on sales, marketing, customer service, operations, and finance. Responsible for developing new business and maintaining customer relationships, in addition to understanding cost control and reading the branch's P&L statement (i.e. profit/loss). Maintained and developed customer relationships through appropriate and ethical sales methods. Recorded, analyzed, reported, and administered rental data according to company systems and requirements.

Moncton, New Brunswick

Facilitated adult learning classes (sizes ranging from 10 to 20 people) in areas such as customer retention (specializing in new hires), new product and software training. Designed, planned, and implemented training programs and modules and develop procedure/policy updates for various areas of the centre (ex: retention, billing, technical support, call quality, etc). Managed call quality metrics in accordance to corporate standards and then analyzed/reported results of analysis to all levels of organization.

Riverview, New Brunswick

- Began as Retention Account Manager on the phone, where position was to maintain and develop both new and existing customers through company offers and ethical sales methods.- Promoted to Team Manager after eight months and continued in that capacity until AOL Canada contract ended and company began their own customer contact center.- Managed team of 12 to 15 Retention Account Managers, over-seeing their performance and achieving required metrics against company targets (retention rates, call time, quality scores, etc).- Recorded, analyzed, and reported that call center data to management.

Amherst, Nova Scotia

- Maintained active working knowledge of the key business metrics for assigned franchisees portfolio of restaurants and use metrics to analyze issues and opportunities for each restaurant as well as franchisee’s business as a whole.- Operational management: organizing stock, ordering supplies, and overseeing restaurant maintenance and cleanliness.- Financial management: planning and working to budgets, maximizing profits and achieving sales targets set by head office, administering payrolls, etc.- People management: recruiting new staff, training and developing existing staff, motivating and encouraging staff to achieve sales targets and the highest standards of customer service, coordinating staff scheduling.- Analyzing sales statistics to properly forecast, schedule and control labor costs.- Working to ensure standards of hygiene are maintained and that the restaurant complies with health and safety regulations.- Implementing branded promotional campaigns from head office, including the handling of point of sale promotional materials.- Preparing reports and other performance analysis documentation for corporate head office.- Managing controllable costs to ensure adherence to budget guidelines and expectations.

Grand Falls / St. John'S, Newfoundland

- Developed short-term and long-term sales plans based on sales and market research.- Cultivated business relationships with various buyers and store managers.- Identified and assessed clients' sales needs.- Identified short and long term growth opportunities.- Delivered exceptional account service to strengthen customer loyalty.- Presented business proposals to prospective clients.- Attended meetings with clients.- Forecast and tracked key account metrics.- Was a point of contact to priority customers and resolving any issues that they have.- Collected and communicated customer requirements to sales department.- Responded to client communications or queries.- Networked with business partners and customers.- Functioned independently with high degree of sales proficiency.- Grew customer sales 15% in first six months.

Bachelor Of Commerce, Business/Commerce, General

Activities and Societies: Former radio host and Program Manager of CHMA, the Mt. Allison radio station Courses completed include.

Diploma, Small Business Management And Entrepreneurship

Entrepreneurship & Small Business Management Completed studies with honour (graduated top of the class). Courses completed included.

Education record