Tim Tillyer

Lead all areas of Sales and Business Development. Directly lead 5 Team-members (Directors, Managers) and indirectly lead approximately 150 Team-Members (located in the Vancouver Central Office and throughout Canada & US).

Lead and manage Sales Teams (Outside Sales, Inside Sales, Online, International, Chain Accounts); Lead Generation; Business Development; Tradeshows & Events; Order Services; Customer Care; Business Analysis; Sales Programs. Directly lead 6 team-members (Key Account Managers, People Managers, Supervisors) and indirectly lead approximately 150 team-members (located in the Vancouver Central Office and throughout Canada & US).

Oversee Customer & Sales Analysis, Sales Programs, Lead Generation & New Account acquisition, Inside & House Sales, Online Account Strategy, Major Accounts, Key Account Analysis and Product Support. Manage and lead 2 Outside Sales Representatives as well as 2 Sales leaders, 3 Specialists and 1 Senior Customer & Sales Analyst at the Vancouver central office.

Manage and lead 4 Outside Sales Representatives and 4 Sales leaders in the Vancouver central office who collectively support over 20 internal team-members. Collaboratively lead process improvements and resource development for both the Outside and Inside Sales teams. Lead Customer Development department. Lead and strongly contribute to Sales strategy meetings and present results company-wide.

Manage a team of 18 (Inside Sales Representatives, Customer Service Representatives and Team Leads), including the hiring, training, scheduling, coaching and delivering of performance reviews. Provide leadership to the team and ensure that they feel supported, well informed and inspired. Encourage strong inter-departmental relationships between the sales teams and other departments. Ensure that Éminence customers receive extraordinary customer service and that orders are processed with the highest possible accuracy, quality and punctuality.

Analyze results of an annual customer satisfaction survey and create comprehensive summary reports and action plans. Track and investigate order processing errors and customer product returns. Effectively resolve customer escalations. Provide leadership and direction to Customer Care Representatives. Proactively manage process improvement projects by working collaboratively with the outside sales team, the supply chain and all departments at head office.

Investigate, research and coordinate repairs for insurance claims. Produce detailed reports with recommendations. Build strong working relationships and liaison with claimants, clients and technicians.

Identify, measure and communicate fraud risks and collaborate with internal teams on strategic direction. Conduct data analysis and present innovative solutions. Coordinate with project managers about computer applications. Update internal knowledgebase and training documents. Manage multiple tasks with competing priority. Anticipate concerns and keep senior management informed. Key Achievements: • Led implementation of risk management initiative that resulted in a 70% reduction in fraud from newly registered accounts. • Distributed service level statistics and root cause analysis to over 200 people in 6 global customer support sites on a daily basis.

Supervise, motivate, and prioritize resources for a team of 10-15 customer support representatives (CSR). Deliver evaluations on weekly, monthly and annual basis. Develop and promote top performers. Address performance and attendance issues by identifying causes, creating action plans and clearly communicating consequences. Maintain well organized employee records. Lead meetings, training sessions and team-building activities. Represent department by presenting to directors and executives.

Resolve customer concerns and escalations with empathy and tact. Coordinate IT troubleshooting for up to 30 CSRs. Maintain accurate time keeping records, calculate performance statistics and coach. Schedule shifts and provide or arrange training. Key Achievements: • Trained group of 30 CSRs at outsourcing location in Mumbai, India for 3 weeks.

Evaluate application of internal policy and processes for 50 CSRs. Communicate with team supervisor and managers about problem areas and opportunities for recognition. Create and share statistical and trend reports with process improvement suggestions.

Communicate via phone, email and chat with external customers about account security, fraud and billing concerns. Mentor peers, complete projects and share best practices.

Instruct students age 5 to 18 using teaching methods that are unique to the interests and needs of the class or individual. Establish and communicate lesson objectives, assign and evaluate work and plan interactive activities.