1. FIONA FLEURY
6509 Eastridge Road Res.: (905) 821-0739
Mississauga, Ontario L5N 4K9 Cell : (416) 727-0031
fionafleury@rogers.com
QUALIFICATION SUMMARY
I am an accomplished results-driven leader with proven success in managing Customer Service
and Sales teams. My diverse background includes a leadership role for a large conversion
project, implementation of KPI’s and budget development and management. I have received
awards for my people management and development skills.
WORK HISTORY
R3P CONSULTING LIMITED 2014 - Current
PCO AT SCOTIABANK
Responsibilities:
 Prepare forecasts and maintain budgets for 4 different programs/projects
o Prepare accruals
o Do resource financial tracking
 Maintain all project documents in Sharepoint document management platform
 Execute project control procedures and policies
 Assist in maintaining project schedules
 Developed and maintain issues, action and decision logs
 Some project specific involvement such as obtaining testing resources for large server migrations
ELECTROLUX CANADA CORP 2011 – 2013
CUSTOMER ADVOCATE AND NATIONAL TRAINING MANAGER
Responsibilities:
 Management of the ‘Customer Advocate’ team responsible for supporting sales, both internal and
external and a separate team of 13 Retail Merchandising Representatives and 3 Lead Trainers,
located coast to coast
 Responsible for managing customer orders including order status, pricing inquiries, delivery issues
and resolution of issues related to customer orders
 Identified potential order issues and developed reports to assist Sales Division Managers in more
accurately predicting their potential monthly sales results
 Provided assistance to the credit and claims team in order to keep pricing errors to a minimum and to
resolve any customer disputes
 Streamlined reporting for some key accounts to provide accurate information regarding availability
and deliveries
 Developed and implemented KPI’s for the Customer Advocates and the Training and Merchandising
teams that reflected team objectives and additionally developed individuals to assist in getting to the
next level
 Worked closely with Merchandising and Marketing on program development and implementation
 Create internal reporting designed to provide information and insights to sales and marketing senior
management

2. Achievements:
 Customer Advocate Team
o Implemented and designed the necessary call system for the team
o Initiated the development of trade reports that allowed the accounts to have good information
regarding availability and deployment
o Developed team knowledge regarding how to manage orders, find and correct errors and
look for process improvement opportunities
 Training and Merchandising
o Developed and implemented field marketing initiatives regarding Sales Associate product
training, store merchandising and promotions
o Implemented a Canadian E-Learning program
o Developed field reporting for Canada including store call documentation, insights and training
data
WHIRLPOOL CANADA LP / INGLIS LTD
MANAGER, TRADE PARTNER SERVICES 2008 – 2010
Responsibilities:
 Utilizing SAP, managed all aspects of Trade Partner Services; order processing for all channels
(independent, National Acct and Builder Sales), returns management, service replacements etc.
 Worked with credit team to research Dealer claims – reported to Director of Logistics
 Prepared and managed departmental budget including staffing and operating expenses
 Managed a total of 33 employees including 5 team leads, handling all performance appraisals(KPI’s),
training, hiring/termination
 Created and executed restructuring plan ensuring that the department met current business needs –
worked with a Six Sigma Black Belt holder to apply lean concepts in decision-making process
 Participated in many special projects primarily related to Supply Chain
 Worked with the merchandising team to establish the types of promotions that would work in SAP and
implemented them
 Created reports designed to provide both audit information regarding pricing, claims and returns
practices nationally
 Developed reports for the National Accounts showing availability and delivery information
Achievements:
 Created and implemented an organizational plan to better meet business requirements while
matching job responsibilities with skill sets; Service levels maintained although 50% of staff
performed new roles
 Developed and implemented a staffing policy to better meet the needs of both employees and the
business
 Updated skills of the team by providing training on Excel and SAP reporting
 Significantly improved reporting at the weekly ‘State of Business’ meetings, providing our leadership
team with timely, accurate data and status information
 Developed/coached a significant number of team members in order to promote them within the
organization while maintaining department productivity
 Participated in a number of Supply Chain projects utilizing SAP such as warehouse centralization,
implementing a new transportation management system, developing a home delivery system etc.
 Had many strong relationships with Division Managers, Territory Managers and Trade Partners
 Successfully managed the operational budget of approximately 1.1M dollars

3. MANAGER, NATIONAL TRAINING AND MERCHANDISING 2000 - 2008
Responsibilities:
 Developed and implemented training initiatives relative to product and field training techniques
 Managed a team of 17 Merchandising and Training Representatives, located coast to coast reporting
into a Sales Director
 Acted as primary contact with Whirlpool US in order to leverage materials and initiatives
 Facilitated a Canadian product E-learning initiative in conjunction with Marketing
 Established and maintained strong Trade (National Accounts and Mass Merchants), and internal
Whirlpool contacts
 Developed and managed a training departmental budget of 1.7M dollars
 All people management – hiring/termination/performance reviews(KPI’s)
Achievements:
 Developed and implemented a Merchandising and Training business plan along with coaching the
team to create individual territory plans
 Led the team in creating many successful, creative Trade product training events
 Primary role in team developing a successful e-learning platform – was totally responsible for
implementation
 Took a leadership role for many National Conferences
 Won the supplier award for sales training for ‘The Brick’, 7 years in a row
 Developed, executed and implemented 2 major successful sales contests
 Was given the ‘People Leader Award’ at the 2006 national conference
 Established very strong relationships with most National Accounts and Mass Merchants
EDUCATION
John Abott CEGEP (Montreal) - Diploma in Social Sciences
Sheridan College – Diploma - Hotel and Restaurant Administration (2 year program)
- Received Escoffier Club of Toronto Award for outstanding achievement
- Courses included: Sales; Marketing; Accounting; Business Math; Human
Relations; Management Functions; Oral and Written Communications
General Courses Taken: Marketing I; Marketing II; Business Math; Supervisory Management;
Level 5 French; Creative Problem Solving; Effective Communications;
Effective Writing; A number of Customer Service Seminars; Microsoft Office
Computer Knowledge:
On-line Systems: SAP
P.C. Applications: Word, Excel, Powerpoint, Outlook, Project
References available on request