Responsible for overseeing a property tax payment program for over 10,000 clients; remitting and reconciling payments to over 900 separate municipalities across Canada; setting priorities and delegating tasks to ensure strict tax deadlines are met; carefully reviewing and preparing documents to guarantee compliance and accuracy; responding to stakeholder inquiries, investigating issues and persistently following-up to ensure resolution; designing, documenting and implementing new processes to improve efficiency and efficacy; collecting and interpreting data for periodic and ad hoc reports

Responsible for remitting and reconciling payments to over 900 separate municipalities across Canada; carefully reviewing and preparing documents to guarantee compliance and accuracy; responding to stakeholder inquiries, investigating issues and persistently following-up to ensure resolution; designing, documenting and implementing new processes to improve efficiency and efficacy

Responsible for collecting, verifying and submitting mortgage documents for whole loan sale; generating and verifying mortgage instruction documents to solicitor portal; communicating with brokers, solicitors and mortgagors to resolve discrepancies.

Responsible for monitoring all forms of media for an assigned client, reporting on press coverage, and updating databases.

Responsible for overseeing reception; ordering office supplies; coordinating shipments; booking hotels, flights and car service; coordinating printing and design; compiling and updating media lists; researching vendors; preparing quotes, invoices and expense reports; assisting with event set up and take down; and participating in creative brainstorm sessions.

Responsible for ordering office supplies; coordinating shipments; booking hotels, flights and car service; creating mock-up images; coordinating printing and design; compiling and updating media lists; researching vendors; preparing quotes, invoices and expense reports; assisting with event set up and take down; and participating in creative brainstorm sessions.

Responsible for completing and distributed detailed production reports; maintaining and updating databases; consulting with clients about program performance; and providing written and verbal analysis of trends.

Responsible for providing agents, clients, and managers with detailed feedback on both program and agent performance; identifying, analyzing and documenting program trends; designing job-aids, agent scripting, and other documents for quality processes; conducting training, coaching, and client calibration sessions; auditing sales for both legal compliance and best practices; supervising agent and queue activity; and handling escalated customer issues.

Audited high volumes of recorded calls for regulatory compliance and best practices; coached and trained call centre agents to improve and maintain customer service soft-skills; developed job-aids, reference materials and scorecards to improve team performance; resolved escalated customer complaints and issues.

Responsible for assisting customers with account transactions; resolving system, billing, and equipment issues; leading team huddle and training sessions; and provided peer coaching. Extensively trained on customer service soft skills and professionalism.