Catherine Bell
Senior Manager Sales Optimization and Customer Experience @Castrol - Wakefield Canada Inc
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WORK HISTORY
Senior Manager Sales Optimization and Customer Experience @Castrol - Wakefield Canada Inc
Visionary and change agent unifying and driving a cohesive cross functional work environment bringing efficiency, structure, communication, and innovation to the selling organization to improve customer experience and generate revenue.• Leader of Customer Experience team (13) with breath of responsibilities including Sales Support, Sales Initiatives, Sales Performance, Cross Functional Operational Processes & Policies, Master Data, Salesforce, and Customer Care. • Formed an interdepartmental internal ticketing system to track customer incidences in Salesforce which assigns accountability, captures occurrences highlighting trends and identifies improvements to increase customer retention• Established a national communication platform for the entire selling organization providing one source of truth with easy navigation and mobile accessibility• Built and implemented a cross functional sales activation cadence with executional checklist for agility to set field priorities and ensuring all executional elements are ready prior to launch• Constructed a scalable revenue generation model for outbound calls turning the customer care team into a profit centre while increasing collaboration with field sales • Facilitated cross functional strategic sessions to improve the work streams and processes focusing on efficiency through automation, role clarity/ responsibility and SOP documentation. • Salesforce Visionary pushing user adoption, system value, functionality, and development with system integration
EDUCATION
University of Guelph
Bachelor of Commerce - BCom
Alberta’s Training for Excellence Corporation (ATEC)
Canadian Special Event Management Certificate -CSEM
ABOUT CATHERINE BELL
Spearhead Projects that Increase Net Profits Through Consolidation, Standardization, & Innovation Leverage entrepreneurial mindset to boost business operations by identifying opportunities for efficiencies, optimizing programs, and streamlining processes. Customize strategic solutions to maintain customer commitments and corporate mandate. Proven leadership for designing and executing functional implementation plans, gaining full collaboration and stakeholder alignment. Expertise in: Project Management | Strategic Planning | Change Management | People Management | Continuous Improvement | Root Cause Analysis
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