1. TONI SHARMA 141 Beckett Ave, Markham, ON L4L 9B6
Res: 905.887.5017  Cell: 416.254.9161
 TONI.SHARMA@BELL.CA
An innovative and energetic Telecommunications Manager with a 20 year proven
track record of success and in-depth experience in the industry focusing on Call Centre
Operations, Channel Management, Marketing of Products and Services and visionary
people and sales leadership.
KEY STRENGTHS & CORE COMPETENCIES
 PRODUCT/MARKETING/CHANNEL MANAGEMENT
 STRONG SALES APTITUDE AND RELATIONSHIP MANAGEMENT SKILLS
 CALL CENTER OPERATIONS/ANALYSIS
 TEAM MANAGEMENT
 REVENUE GENERATING PLANNING
 PROGRAM IMPLEMENTATION
 NEGOTIATION/PERSUASION
 GREAT PARTNERSHIP SKILLS AND TEAM PLAYER
PROFESSIONAL EXPERIENCE
BELL MOBILITY, MISSISSAUGA, ONTARIO JULY 2014 TO PRESENT
MARKETING SPECIALIST – MARKETING CAMPAIGNS AND EXECUTION
Responsibilities include defining, developing and executing targetted campaigns to
existing Bell Canada customers, accelearte wireless, reduce churn and grow revenue.,
while engaging cross-functional teams to develop and execute campagins from end
to end. As well as developing and executing channel hype programs and
compensation to accelerate and scale the Lead Generation Program.
KEY DELIVERABLES INCLUDE:
 Aggressively grew Bell Mobility Penetration in BRS Base from 24% to 27% Y/Y
 Acheived Direct Mail open rates of 38% vs. Industry average of 27%
 Acheived Click Thrrough rates of 5% vs. Industry Average of 3%
 Successfully managed and scaled the Lead Generation Program which netted 73K
leads, an increase of 66% Y/Y and $380K in year revenue
 Managed 26 campaigns and 52 Briefs in Q2 & Q3 while new to the role and acheived
a record breaking Q4.
BELL CANADA, TORONTO, ONTARIO 1993 TO JULY 2014
MARKETING SPECIALIST – FIELD SALES OPERATIONS 2009 – JUNE 2014
Responsible for establishing strategies to support Field Sales ; Quality Assurance
Program Management, MDU VIP Loyalty Program Management, Incentive
Management and Sales Leadership to the High Profile Greenfield Market.
KEY DELIVERABLES INCLUDED:
 Implemented a Field Sales Support Queue resulting in 12.5K answered support calls and
the retention of 1500 revenue generating orders (4500 rgu’s) saved in 5 months
 Trained, developed and led a team of 20 contractors with a tenure of 9 months or less
who were subsequently promoted to positions of increasing responsibility to support a
Field Sales Team of 1200

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 Led a team of Quality agents conducting Field Sales audits that resulted in the removal
of non profitable mdu’s and reducing the base of zero performing field agents
 Resolved 330 customer escalations that resulted in the termination of 7 agents and the
identification of key operational process gaps and subsequent process improvements
over three months
 Identified and removed 128 fraudulent social media ads protecting the bell brand and
the overall customer experience
 Created a field quality scorecard to capture key successes and opportunities and build
processes to improve activation rates
 Successfully partnered with account managers, key vendors and Nordia to drive
process improvements and key communications
 Singlehandedly managed a $1M loyalty program for the MDU VIP Base as identified in
wade Oosterman’s 2012 Priorities
 Negotiated and Partnered with key cross functional teams to ensure VIP clients were
satisfied and received white glove treatment
 Managed a group of seven Greenfield sales agents and increased sales 50% year over
year
 Implemented a metric focus in the team to measure number of calls made/received
and conversion rate
 Channel Managed Bell Technical Services Referral Lead Program to 100% of revenue
target with reduced year/year budget
MARKETING SPECIALIST 2006 – 2009
Responsible for piloting and sucesfully implementing the 310 Outbound Channel
Marketing strategy
KEY DELIVERABLES INCLUDED:
 Capacity management and prioritization of all programs
 Successfully partnered between marketing and 310 Bell to implement the outbound
program
 Seamlessly introduced new list and revenue opportunities
 Delivered process enhancements to improve sales opportunities and deliver program
build revenue commitments
 Ensure all service level commitments of 24hr turnaround on bell.ca programs were met
 Launched new agent compensation plan to attract and retain quality resources
 Launched a daily/monthly reporting tool to measure efficiencies
 Implemented quartile reporting, and agent key performance indicators to drive
efficiencies
MARKETING SPECIALIST 2004 – 2006
RESPONSIBLE FOR MARKETING TO HIGH VALUE CUSTOMERS BASE
KEY DELIVERABLES INCLUDED:
 Plan and execute Marketing Campaigns and lead end-to-end implementation in
collaboration with cross functional teams
 Analyze program performance through campaign analysis results
 Work in collaboration with other stakeholders to develop new strategies to grow the
high value program based on the competitive and industry landscape for loyalty
programs
 Deliver program adoption targets and build tracking mechanisms to ensure successful
communication of results across the organization
 Development of quarterly marketing strategies to drive program sales and awareness
through exclusive invitations, cross sell dm’s.

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 Partnered with the Creative Agency to deliver on the communication strategy from
initial design through to final design
BELL CONSUMER PROGRAM MANAGER 2002 – 2004
Responsible for piloting and the implementation of Complete Connection Sales Strategy
across Ontario 310 – Bell Channels.
KEY DELIVERABLES INCLUDED:
 Achieved and sustained a 35% revenue increase ($20M) within the 310 Bell sales
channels
 Ongoing analysis and interpretation of piloting data
 Development and facilitation of training and ongoing change management with
consumer call center managers
 Development and execution of tactical plans to address underperforming metrics
 BELL CANADA – 310 BELL CALL CENTER 1998 – 2002
 BELL CANADA – BUSINESS DMC 1995 – 1998
 BELL CANADA – RESIDENTIAL DMC 1993 – 1995
EDUCATION
Marketing Communications Bachelor Degree
Ryerson University
PROFESSIONAL DEVELOPMENT:
LEVEL ONE LEAN SIX SIGMA
 3 Day Executive Class on Level 1 Six Sigma methodology
 Introduction to Tools and Processes required to successfully identify opportunity, plan,
implement and track improvement in productivity
EFFECTIVE PILOTING CERTIFICATION
 Two day course on effective piloting methodology, practices and execution
BUILDING SHARE HOLDER VALUE
 One day course explaining the fundamentals of BCH Revenue and Expenditures
THE HUMPHREY GROUP – EXECUTIVE COACHING
 Two day course on the fundamentals of communicating as leaders
REFERENCES AVAILABLE UPON REQUEST