Cynthia Hill Email & Phone Number

Markham, Ontario, Canada

As part of the advisory board I actively contribute to developing business strategy, along with market and industry trend assessments that would influence Customer Experience.

Toronto, Ontario, Canada

The Sales Leader of the multi-award-winning luxury tour operator, Kensington Tours, offering tailor-made, private-guided experiences to the world’s most extraordinary destinations. Anchored by an industry-leading team of 275+ destination specialists, we deliver curated travel experiences for the most discerning clients.

Toronto, Canada Area

Customer Experience Leader specializing in the Contact Centre's customer experience vision and value proposition, leadership management, and business performance optimization, along with organizational assessments providing unbiased feedback and analysis, and delivering high value results. Creating stakeholder awareness, and alignment which have.

Vaughan, Ontario, Canada

Responsible for the creation and execution of the Sales and Customer Relations Contact Centre's customer experience strategy that was based in the culture of the Pfaff brand. The goal was to ensure Pfaff’s customers receive a convenient, consistent and brand right experience while interacting with the Contact Centre that surpasses their expectations.

Toronto, Canada Area

As the primary customer advocate across various businesses within Rogers Publishing I was responsible for establishing the Customer Care strategy, which encompassed the development, communication, training, and introduction of customer centric policies and procedures. My primary focus was to manage the 3rd party Contact Centre Vendor to instil operational.

Toronto, Ontario, Canada

• Providing comprehensive, best in class multi-industry customer experience and contact centre insight, working closely with clients to develop strategies and recommendations to improve their customer experience and.
• Reviewing key performance indicators and through analysis pinpoint issues requiring training and development, select appropriate learning methods and instructional processes to support a learning culture, such as.
• Identifying gaps in current performance against business goals, and get an action plan of recommended improvements
• Discovering ways to maximize existing technology investments by discovering new uses for the tools, and identifying where enhancements can be made
• Creating and delivering Sales, Customer Relations, and Customer Experience training which includes service and sales

Greater Toronto Area

As the Sr. Leader of these Travel Contact Centres I was responsible for the strategic planning and execution of all Call Centre operations. Core duties included management and leadership of processes for the continuous improvement of the customer experience. Tactical emphasis was on customer care, quality management, workforce planning, recruiting.

Ba, Psychology

Organizational Behaviour Course

Explored the concepts of individual and group behaviour and how they affect performance in organizations along with motivation.

Business Administration Course

Examined the development of organizational and managerial theories and how modern organizations operate.

Training And Development Course

Covered the corporate training process of needs analysis, objective setting, programme design, adult education, equity in training.

Leadership And Management Skills Course

Studied managerial and interpersonal skills and how they apply to managing conflict, personal stress, and building effective teams.

Human Resources Management Course

Canadian human resources management including: human resources planning, recruitment, selection, performance appraisal, industrial.