Amanda Townsend

Experience

• 

  FRISCO BAY INDUSTRIES - STANLEY SECURITY

  Feb 1999 - Sept 2007

  Project Manager/Project Coordinator

  Managed independent sales reps and sub-contractors in Central Region, negotiating contract payment terms and conditions, reviewing all monthly invoicing prior to approval of payments, and handling residual charge backs/offsetting for failed sites. Supervised ATM dealers across Canada, including initial contract negotiations, payment terms, equipment purchases and installations. • Led Key Corporate Accounts: Cadillac Fairview, Toronto Pearson, Direct Energy Centre, RioCan, and 20 Vic • Managed portfolio project, migrating 5000+ terminals from one Transacting processing partner to another• Directed large scale ATM installations, relocations, and de-installations across Canada• Managed, prepared and conducted all Visa Audits, and Industry compliancy preparation and processes for organization Show less

• 

  Perativ

  Sept 2007 - now

  Lead the day-to-day operations and escalations management for our bilingual Call Centre, Data Entry, Installations and Legal depts., with direct oversight of 12 employees, as well as dotted line supervisory responsibility for other dept. team members. Work closely with our senior management teams on revenue growth and cost mitigating initiatives, as well as supporting service efficiency projects to mitigate service cost, aligning resources, creating and implementing strategic plans, process improvement and establishing tools for monitoring results. Direct daily support for our regional Sales teams, as it applies to customer retention efforts, sales negotiation reviews, pricing analysis, and contract approvals. Lead M&A integration processes, to migrate new customers into our business portfolio, which includes fully educating the relevant teams on the acquired portfolio, implementing scripting to manage new customer questions, and aligning administrative teams to support payment questions, escalations and the management of customer data quality. Directing and evaluating employees’ performance levels ensuring a healthy corporate culture is maintained, guiding and mentoring employees to enhance their knowledge and growth. Work closely with Director of Human Resources on screening and onboarding of new employees, conduct interview process, perform annual employee performance appraisals, handle employee disputes, concerns and manage terminations. Support the onboarding of new employees by conducting a high-level business orientation, and act as secondary support and point of escalation for new senior level hires. Facilitate weekly Service and Customer Service Continuity meetings with key department team members across Canada including our COO, to support team collaboration, and resolution efforts to any departmental issues; that may impact other teams or our level of service to our customers. Show less Lead the day-to-day operations and escalations management for our bilingual Call Centre, Data Entry, Installations. and Legal depts., with direct oversight of 22 employees, as well as dotted line supervisory responsibility for other dept. team members. Work closely with our senior management teams on revenue growth and cost mitigating initiatives, as well as supporting service efficiency projects to mitigate service cost, aligning resources, creating and implementing strategic plans, process improvement and establishing tools for monitoring results. Lead M&A integration processes, to migrate new customers into our portfolio, which includes fully versing the relevant teams on the acquired portfolio, creating scripting to manage new customer calls and questions, aligning teams to support questions, escalation and management for customer data quality. Directing and evaluating employees’ performance levels ensuring a healthy corporate culture is maintained, and guiding employees to enhance their knowledge and growthAct as a key lead to support screening and onboarding of new employees, conduct interview process, perform annual employee performance appraisals, handle employee disputes, concerns and manage terminations.Maintain knowledge of new banking/ATM industry regulations to ensure full compliance at all times. Show less

  • Vice President Operations

    Dec 2018 - now

  • Director of Operations

    Sept 2007 - Dec 2018