Ron Hettrick Email & Phone Number

Toronto, Ontario, Canada

Bolton, Ontario, Canada

Burloak, Oakville, Ont

Waterdown, Ontario, Canada

Oakville

Leading a team of customer service associates with a mandate to increase sales, manage loss prevention, secure consistent customer experience, and promote brand awareness. Manage staffing schedule, breaks and lunches, and oversee day-to-day store operations in absence of the store manager.Handle all escalated customer issues and concerns and provide critical feedback and support to sales associates when appropriate.Conduct daily audit & accounting reporting to ensure accuracy of start of day cash floats, petty cash, and end of day cash deposits. Additional daily reporting for all employee purchases, voids, returns & exchanges, and markdowns to ensure proper adherence to corporate protocols.Receive and process incoming shipments from various couriers and vendors. Sort, scan and enter all cartons into inventory software. Organize and distribute goods throughout stockroom and back onto sales floor.

Oakville / Burlington / Mississauga Area

13 years of dedicated service working for a global leader in Insurance Sales and Financial Planning.Received coveted Service Ambassador Award for excellence achieved in overall customer service. Successfully managed multiple high profile accounts simultaneously and assisted Manulife in achieving record sales, growth, and customer satisfaction.Award winning salesperson with Sears Canada. Recognized an unprecedented 9 times as "employee of the month" for top sales and customer satisfaction.Team Lead in one of the busiest departments at Manulife for four years. Met or surpassed all SLAs during that time, improved efficiencies as well as both customer and employee satisfaction and assisted five team members in successfully advancing their careers and achieve promotion. Business Analyst with Manulife Financial. Provided subject matter expertise, process design and effective communication skills for both Business and Development teams. Analyzed multiple data sources to assist with process improvements designed to mitigate risk, optimize efficiencies and increase market share.Utilized audit and process improvement experience to develop an audit procedure for high-risk departmental processes to ensure adherence to Governmental regulations. Other departments now using the same process based on the success of those findings.Provided project management support as part of regular duties, tracked timelines, deadlines and assisted PMO office to ensure projects were delivered within time and budget constraints.Designed and coordinated the implementation of enhancements for an international document management system used across 3 continents. Met significant corporate and government requirements including the enhanced protection & retention of legally mandated documents, improved contextual searching of documents and greater adherence of review and certification procedures.

Oakville, Ontario, Canada

Conducted strategy sessions to optimize customer satisfaction, improve post sales retention, and promote brand awareness.Created and presented a branding blueprint for a multi-level marketing enterprise. Identified synergies between likeminded products and services to increase sales opportunities.Provided research and development of online/social media presence for SB Be branding as well as product viability and risk assessment analysis.Attended product tutorial/classrooms to observe sales methodologies and provide critical feedback regarding brand confidence, professionalism, and overall customer experience.

Toronto/Oakville, On, Canada

Conducted discovery sessions with all levels of Business users from Executives to front line staff to identify key business processes and deliverables. The resulting level of understanding ensured that tangible customer benefits were realized during project delivery that provided real impact to the both the client and the division.Designed and coordinated implementation of critical customer support systems, liaising with both business and technical teams to ensure smooth delivery and adoption of the new systems across multiple continents.Provided project management support on multiple projects, assisting in required roles as needed to ensure project success.Completed efficiency analysis & process mapping during merger of two major departments (Life and Long Term Care) to identify overlap and highlight integration opportunities within the teams.Co-chaired “Work Matters” committee. Initially a department wide program to promote and educate teams on the importance of worthwhile work. Successfully increased team interaction and associate engagement and morale leading to corporate adoption of the program.

Toronto, On, Canada

Led award-winning team of customer service associates providing dedicated support to over 5,000 external agents, brokerage firms, and sales offices across the United States.Conducted extensive quality assurance review of automated commission calculations and payments. Applied analytical skills to locate and correct for system generated errors to ensure consistent and accurate adherence to the agreed upon commission schedules and deals for Individual & Corporate Life Insurance sales and renewals.Designed and created process improvements to consistently exceed service expectations while providing superior response times and service levels. Addressed all time-sensitive and escalated matters within required SLAs to support Manulife’s top revenue-generating teams and support increased corporate growth.Provided performance coaching to team members and implemented strategies for career development.Authored new training program for new employees. Reduced total training duration by more than 50%; (6-7 weeks down to 3 weeks).

Toronto, On

Performed Service Associate responsibilities with the addition of the following responsibilities: Managed high profile accounts for key Brokerage firms. Addressed escalated issues to ensure sales results aligned with monthly sales projections; employed solid negotiation skills to maintain a high level of external customer satisfaction.Assisted with practical skills training of new hires and acted in a mentor role to junior associates.

Toronto, On

Resolved internal and external customer service issues in a timely manner, consistently meeting all SLAs in a high-pressure environment.Volunteered as “subject matter expert” on numerous high value projects vital to the department’s overall success.Hand-picked to conduct week long training sessions in support of Manulife’s most valued Brokerage Firm. Doing so improved customer experience and decreased occurrence of commission team errors.

Burlington, On, Canada

Developed highly successful customer centric sales approach while working in 6 different departments within the retail store.Recognized as “Employee of the Month” 9 times for record sales of Maintenance Agreements. Outsold all other sales associates within department by 50%. Maintained consistent monthly sales quotas, and sales to return ratio, resulting in increased profits for the company.