David Raines

Senior Manager, Customer Service  (11/13/2006 – Present)

In this position I manage a team of four customer service/sales agents responsible for order taking and customer service issues.

Last Employer: Peace of Mind Courier Inc

Responsibilities: -Monitoring associates and providing coaching opportunities to ensure increased customer satisfaction. -Dealing with escalated customer service issues. -Establishing and monitoring sales targets to ensure growth of the organization. - Prepare complex reports for management, ensuring full compliance with company requirements and tight deadlines. - Authored professional correspondence with customers and suppliers. -Ensuring that all agents are acting as customer advocates to ensure the highest level of customer satisfaction. -Providing the president with daily updates on customer service issues .

Accomplishments: - Implemented new telephone procedures with the agents to increase customer satisfaction. - Reduced customer complaints by 80% in the first month of implementing new telephone and processing procedures and have continued to reduce complaints month over month. - Through the use of training aids, sales have increased by 4-6% month over month.

Manager, Customer Focused Sales (04/05/2004 – 11/20/2006)

Managed an external sales team of 10 - 20 Customer Focused Sales associates who were responsible for building a need for an American Express card and ensuring that the proper application was completed (ie: Platinum over gold application)

Last Employer: American Express

Contact Person: Frank Muzzi

Responsibilities: - Managed all aspects of day to day operations of a multi-location team of 10-20 individuals - Scheduling of all associates for all locations, including a number of special requests to accommodate schooling and part-time associates. -Finances: payroll, accounts payable and budgeting - Processing of received applications from customer completion to card approval - Investigation of new technology to increase efficiency and reduce costs - Ensure compliance throughout the entire process

Accomplishments: - Increased approval rate of completed applications by 20% month over month. - Optimized the associate incentive plan to ensure quality applications vs volume. This included using downstream customer spend metrics to incent the associates. This resulted in a savings of over $2000 per associate - Negotiated favorable rental space at various malls and events throughout southern Ontario to ensure high visibility and quality applications. This resulted in significant savings to the company. - Continuously monitored all processes and implemented changes immediately or worked with senior management and other departments to ensure a smooth operation. This resulted in month over month gains in customer satisfaction scores of 10-15% .

Manager, High Value Customer Servicing (11/06/2000 – 04/05/2004)

Working with a team of 25-30 high performing customer service representative to service the top 10% high spending Amercian Express cardmembers.

Last Employer: American Express

Contact Person: Frank Muzzi

Responsibilities: - Managed all aspects of day to day operations of a specialized team of 10-20 individuals - Scheduling of all associates for all locations, including a number of special requests to accommodate schooling and part-time associates - Finances: payroll, accounts payable and budgeting - Investigation of new technology to increase efficiency and reduce costs

Accomplishments: - Designed and delivered a series of training programs for customer service, customer focused sales and Customer Advocacy - Conducted small group sessions with lowest performers to increase productivity and performance - Communicated complex business models using layman's terms to facilitate understanding - Creation of tools to increase associate productivity and reduce delays in processing various customer requests

Establishment: Centennial College

Degree: Call Centre Management

Education Period: 04/01/2004 - 03/31/2005

Details: Graduated from the call centre management program. Content of the program covered - Scheduling - Accurate forecasting - Tools and Metrics - Coaching and Feedback - Various other topics that related directly to managing a small or large sized call centre

Establishment: Bayview Secondary School

Degree: Ontario Secondary School Diploma

Education Period: 09/02/1986 - 01/14/1991

Details: Completed all provincial requirements and received the OSSD. Many of the elective courses that I took were in the business related course of study