Steve Peca

Experience

• 

  Boston Pizza

  Sept 2001 - Jul 2007

  Manager

  Customer serviceCoordinated with staff to ensure top customer service was being delivered at all times.Created quality assurance tracking programs to ensure timely delivery of food and service.Managed all levels of service delivery to ensure the customer experience.Handled customers’ complaints including follow-up calls or invitations back to discuss the issues and how to resolve them. ManagementPerformed marketing activities at key local workplaces to drive new business.Managed 20 employees per shift (all functions of the restaurant from the bar, kitchen, floor staff etc.) Reported to corporate office on cash deposits, weekly sales and other matters.Managed over 100 employees utilising programs focused on: staff satisfaction and retention.AchievementsDeveloped and implemented staff training programs designed to increase sales and guest satisfaction scores. Upon introduction, “guest experience” increased roughly 5%, and sales increased 7% year to date.Instrumental in driving ‘customer experience’ in line with the “you’re among friends” company ideology. Show less

• 

  Ontario Civil Service Credit Union

  Jul 2007 - Feb 2012

  Senior Personal Account Manager

  Customer ServiceConsulted with, and advised public sector clients on appropriate banking products to suit their circumstances.Conducted background analysis on clients and obtained verification documents in accordance with Underwriting standards and Codes of Ethics and Conduct.Handled and managed client complaints with a view to continued client satisfaction.Promoted our “Financial Fitness” program intended to makes clients aware of their financial health and improvements thereof.Communicated to client base on new financial products on a monthly basis.ManagementIndependently supported branch manager in daily operations of the branch.Managed and mentored three account managers to ensure the branch was meeting its financial and sales targets.Facilitated weekly sales meeting which included setting goals and strategies to achieve team sales objectives. Implemented action plans (quarterly and annually) to achieve forecasted sales projections.Conducted feedback on banking products and developed new product concepts.Achievements40% increase in sales following a marketing campaign on new products.15% increase in new client membership as a result of marketing activities targeted at current and prospect clients.Instrumental in client retention by indentifying a practical solution for clients (products, services etc). Show less

• 

  Flight Centre Travel Group

  Jun 2012 - May 2024

  Growing a portfolio of clients, building long-term, trusted relationships resulting in repeat sales and referrals.Leading a team to meet shop goals and targets by sharing travel knowledge and profit maximising strategies.Constantly monitoring changing airfare specials and rules to maximise the profitability of each booking.Maintaining the knowledge and skill set required to build an unbeatable itinerary for clients who are looking for a trip of their lifetime.Creating value in booking with myself over other agents by utilizing features and benefits of airfares, hotels, and personalised service.Clearly identifying the path to achieve monthly sales goals with dedication, knowledge and unbeatable service for clients. Show less

  • Assistant Team Manager

    Aug 2012 - May 2024

  • Travel Manager

    Jun 2012 - Aug 2012
• 

  Flight Centre Travel Group Canada

  May 2023 - now

  Senior Sales Manager