JAYME J. JAYME JAYME J. EDWARDS J EDWARDSjjean
Overview
26
26
years of professional experience
Work History
CanadaCustomer Service Manager/Senior Marketing Specialist
Envirotech Fire Systems
Coquitlam, BC
07.2022 - Current
- Develop and implement customer service strategies and workflows to enhance customer satisfaction and retention rates
- Performance metrics and customer feedback to identify trends and opportunities for improvement
- Collaborated with technical team to troubleshoot and resolve complex customer issues, ensuring timely and efficient solutions
- Organized and maintained training
- Coordinated tradeshows and sales meetings, promoting product visibility, and increasing sales.
Senior Customer Service Representative
KIDDE-FENWAL INC
Ashland, MA
01.2022 - 07.2022
- Lead a team of customer service representatives, providing guidance and support to ensure exceptional customer service delivery
- Managed a high volume of customer inquiries via phone, email, and chat, ensuring timely and accurate responses
- Resolving customer issues and complaints in a professional manner, exceeding customer satisfaction goals
- Maintained detailed records of customer interactions and feedback to identify trends and make recommendations for process improvements.
Senior Event Specialist
KIDDE-FENWAL INC
Ashland, MA
01.2019 - 01.2020
- Scheduled, supervised, and executed training programs and tradeshows
- Mentored the training / marketing coordinator
- Assisted in generating sales by developing and organizing 45 yearly training and 25 tradeshows for domestic / international distributors
- Each show increased sales
- Delivered 50% additional 2020 training revenue at 70+% ROS increase during pandemic by shifting to online delivery and adjusting pricing model while using existing resources and investing less than $1K
- Saved costs by sourcing venues and negotiating contracts for all global training events with hotels, eliminating rental fee for meeting rooms, securing discounts on sleeping rooms and no cost to store training equipment
- Organized training instructors' schedules with current schedule ensuring instructor was on track for training, times and dates and scheduling on their calendar
- Organized with Inter-company / Sister Companies to arrange training for customers while ensuring distributors were trained on fire protection systems and meeting mandatory NFPA requirements that all certified distributors had trained and qualified employees to install systems
- Performed proper review and approvals of all contracts and tradeshow packets, ensuring alignment with corporate polices and guidelines as well as reviewed refund policies for cancellations
- Led communication of upcoming programs and tradeshows with MarCom, informing distributors of price updates, new products, safety issues, office closure, and ability to sign up for training
- Developed and maintained training on customer portal (Distributor Extranet) with MarCom, listing current and future product training and dates
- Distributors registered for training through distributor extranet
- Ensured smooth operations by creating, editing, and maintaining all related standard work processes for training and tradeshows.
Marketing Specialist
KIDDE-FENWAL INC
Ashland, MA
01.2013 - 01.2019
- Managed strategic marketing projects
- Implemented new marketing and communications across global business, increasing product and brand awareness
- Coordinated tradeshows and sales meetings, promoting product visibility, and increasing sales
- Managed contacts for 2 branded websites, ensuring receipt of latest information on pricing, safety issues, new products, and office closure
- Negotiated with vendors to get best pricing for promotional items for tradeshows and sales events
- Saved thousands of dollars
- Negotiated with freight forwarders to get the best pricing to ship the company's booth round trip, saved $1500.00.
Marketing Coordinator
KIDDE-FENWAL INC
Ashland, MA
01.2006 - 01.2013
- Acted as a liaison between Marketing group and other corporate divisions
- Increased revenue by administering a yearly training program for 3 brands, including registering and billing attendees; sending confirmations; issuing certificates; hosting live webinars; and creating binders for attendees
- Generated sales and new businesses by facilitating lead generation activities for 2 brands, including entering into database, mailing follow-up responses for each lead within 24-hours and working with sales teams to ensure all were followed up on within 2 weeks
- Increased sales by coordinating 35 tradeshows a year, sales meeting activities including sending out invitations, controlling RSVP lists, shipping event materials and any requisite follow-up activities
- Distributed all bulletins and product announcements to network of distribution partners to maintain database and record of all announcements to comply with corporate regulations
- Administered contact sections for 3 branded on company websites, ensuring latest information on pricing, safety issues, new products and office closure was made available.
Customer Service Representative
KIDDE-FENWAL INC
Ashland, MA
01.2001 - 01.2006
- Managed Distributor records, entered orders and responded to phone calls, faxes and emails
- Resolved customer issues ranging from order disputes to scheduling delivery dates
- Created new and updated Service Contracts according to service date
- Scheduled customer's quarterly and annual inspections with field service representatives ensuring codes, standards and equipment was safe
- Reviewed customer's orders and in-house credit with customer
- Issued RMAs and Credits
- Trained new staff.
Applications Engineering Assistant
KIDDE-FENWAL INC
Ashland, MA
01.1999 - 01.2001
- Entered all engineered and pre-engineered designs into Access database
- Supported Application Engineers with distributor follow-up interviews
- Forwarded Cut Sheets and Engineering and Architectural Specifications to certified Distributors
- Coordinated incoming Technical and Application inquiries to staff members.
Experienced Customer Service Manager/Senior Marketing Specialist
- Consistent record of exceeding expectations through outstanding organizational and problem-solving abilities
- Experienced customer-facing professional with demonstrated success providing organizational support to distribution, engineering, sales, training, and marketing personnel
- Recognized as an energetic self-starter with proven team member
- Technically proficient in Microsoft Teams, Zoom, WebEx, Constant Contact, Survey Monkey, Canva and Vagaro.
Education
Associate of Science - Business Administration and Management
Dean College
Associate -
ACE
Skills
- SKILLS AND QUALIFICATIONS
- PROFESSIONAL SKILLS:
- Budgeting
- RFP Negotiation
- Contract Management / Review
- Logistical Management
- Process Improvement
- Order Processing
- Event Management
- Customer Account Management
- Time Management
- Data Management
- TECHNICAL SKILLS:
- Microsoft Windows l Microsoft Word l Microsoft Publisher l Microsoft Access l Microsoft Excel
- Adobe Creative Suite l Oracle's JD Edwards EnterpriseOne l SAP l LMS l Siebel CRM Database l Epicor
Interests
VOLUNTEER ACTIVITIES
, EPN board as marketing coordinator for Kidde Fire Systems; The EPN board supports employees toward an opportunity to contribute, develop and meet career objectives
Relay for Life - Participated in raffles, car shows, yard sales and golf tournaments
Timeline
CanadaCustomer Service Manager/Senior Marketing Specialist
Envirotech Fire Systems
07.2022 - Current
Senior Customer Service Representative
KIDDE-FENWAL INC
01.2022 - 07.2022
Senior Event Specialist
KIDDE-FENWAL INC
01.2019 - 01.2020
Marketing Specialist
KIDDE-FENWAL INC
01.2013 - 01.2019
Marketing Coordinator
KIDDE-FENWAL INC
01.2006 - 01.2013
Customer Service Representative
KIDDE-FENWAL INC
01.2001 - 01.2006
Applications Engineering Assistant
KIDDE-FENWAL INC
01.1999 - 01.2001
Experienced Customer Service Manager/Senior Marketing Specialist
Associate of Science - Business Administration and Management
Dean College
Associate -
ACE
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