Brian Allen

The Senior Manager of Customer Service at Canyon Bicycles USA is responsible for delivering Canyon’s commitment to exceptional Customer Experience. The Senior Manager is the primary leader of the department which includes functional teams focused on technical service, warranty support, order support, and sales and consulting. The Senior Manager also works cross-departmentally and Globally to support special initiatives, provide feedback on workflow and systems setup, negotiate priorities and task assignments, and act as a key stakeholder when Customer Service-related topics require US attention and input.

- Elevated customer satisfaction and operational performance by providing effective problem-solving resources, evaluating processes, and establishing service metrics - Recruited, trained, coached customer service staff, setting expectations and conducting performance appraisals - Spearheaded the creation of an outsourced customer service team in partnership with Webhelp, optimizing support services - Contributed valuable insights to strategic plans by providing customer service information and recommendations - Achieved financial objectives by forecasting requirements, preparing budgets, and controlling expenditures

- Orchestrated top-tier customer experiences in the Showroom, acting as a welcoming host and coaching team for optimal customer interactions - Collaborated with Inside Sales Manager to align with business strategies, consistently exceeding order and sales targets - Managed outbound communication strategies and coordinated events, demos, and product orientations with Marketing Coordinators - Developed a network for hosting on-site events, ensuring optimal staffing for high-traffic periods and driving lead capture goals

- Drive sales to reach month/quarter/year sales quotas; Increased B2B sales by 75% (2016-2017) - Prospect for new accounts throughout the United States; Increased account base by 100% (2016-2017) - Process account orders using TradeGecko and Shopify (Order Management System) - Meet with CEO and National Sales Manager weekly to evaluate work progress and strategize sales campaigns - Maintain accurate reporting of sales and distribute to the team weekly - Record all interactions with accounts using Sales Force (CRM) - Collaborate with Marketing Department to promote products across various platforms - Schedule regular visits with local retailers; Attend trade shows when applicable

- Maintain profitable relationships with active accounts (+400 Accounts); Increased sales by 2% (2015-2016) - Prospect for new accounts throughout the United States and Canada; Increased account base by 5% (2015-2016) - Process account orders using QuickBooks (Order Management System) - Generate accurate reporting of sales and distribute to the team weekly - Meet with CEO and COO to evaluate work progress and strategize for continuous growth - Collaborate with Marketing Department to promote products across different platforms - Schedule regular visits to select retailers / Attend trade shows and race expos - Ride-test new products and evaluate with Engineering Department for improvements

- Maintain profitable relationships with active accounts (+200 Independent Bicycle Dealers, Cycling Clubs) - Prospect for new accounts throughout the United States; Increasing sales by 20% (2014-2015) - Meet with department manager and CEO weekly to evaluate work progress and strategize for continuous growth - Process account orders using Microsoft Dynamics NAV (Order Management System) - Generate accurate reporting of sales and distribute to the team weekly - Record all interactions with accounts using SageAct (CRM) - Facilitate communication between graphic design team and customers to ensure timely completion of projects - Collaborate with Garment Designers to create new and improved products

- Greet customers warmly and ascertain problem or reason for calling/emailing
 - Assist with placement of orders, refunds, or exchanges
 - Advise on company policies, warranties, and other terms of sale
 - Cross-functional communication to share customer insight and develop a better customer experience - Assist with retail storefront, warehouse management
, event/expo coordination, and product development

- Implement and manage a 11th grade english classroom that encourages students to meet or exceed standards - Develop curriculum that holds interest and inspires high rates of participation - Ensure that lessons and curriculum comply with policy and regulation of school district - Professional development with focus on Health Science career paths - Maintain accurate, detailed records of students grades, achievements and behaviors - Participate in extra-curricular activities including orientations, open house, school events, sports and workshops

- Ensure students are fully oriented to the agency, staff, policies and procedures - Administer resources, equipment, and facilities that support learning objectives/goals - Provide direct guidance and supervision during planned internship activities - Present a model of professional work habits and attitudes - Evaluate student performance