Annette Corneil Email & Phone Number

Canada

Remote

Toronto

Mississauga, Ontario, Canada

6 month Contract - Support for Continuing and Professional Studies (CAPS)

Mississauga

Responsible for teaching classes ranging from JK-Grade 8

Parent Council Co-chair, Lunch Supervisor, Volunteer – Sept 2012 to PresentCouncil Co-chair (2012-2108)• Setting meetings, calling council meetings, preparing agendas, ensuring minutes are recorded and maintained, participating in information & training programs and coordinating various parent engagement activities and fundraisers. • Responsible for actively informing, involving and, seeking input from the school community’Lunch Supervisor• Responsible for 3 primary classrooms as well as yard dutyVolunteer• As St. Mary was a brand new school in 2012, I led the implementation of the school yearbook.. This included working with Edge imaging and teachers, as well as taking the photos, designing the pages from start to print. This is now an annual yearbook• Volunteered for various events around the school (Festivals, Event days, classroom & office help, school trips etc etc)

• Strategic Account Manager for high profile clients such as NBA, MLB, NHL, Revlon, United Airlines, Kentucky Derby, Philips, The Globe & Mail, Toronto Star, UMG, Portero, & The Fight Network• Led the implementation of multi-channel eCommerce projects including online storefronts, auction sites, eBay, Overstock.com, uBid and Amazon• Consulted on design, functionality and business requirements and provided business analysis and strategic direction that served to increase revenue for clients• Managed web development and engineering resources for various implementations • Developed procedure documentation for client communications, internal processes, Quality Assurance, UAT testing and product training• Implemented web development project schedules thus significantly reducing backlog• Implementation of Salesforce contact and case tracking solution, Omniture Analytics, Deep Metrix (LiveStats)• Development of Training programs for internal and external clients via webinars, videos, Webcasts• Worked closely with product management on initiatives including revamp of product checkout, client surveys, promotions and campaign management

• Implemented CRM and Call Center reporting including analysis of call volumes, workloads and trends providing solutions that increased efficiency • Identified major gaps in productivity among unionized employees and implemented coaching mechanisms and incentives (16 direct reports)• Implemented business process improvements that significantly reduced backlog of service orders

• Management, coaching and mentoring of call center support departments including, Mailroom, Reporting, Inventory, Helpdesk and Reception ensuring KPI’s and SLA’s were met• Health and Safety member responsible for creating fire procedures, managing fire wardens and fire drills

• Start up and Management of a 24/7 e-commerce call center team that grew from 40 to 200 staff (30 direct reports) within one year and recipient of the “Manager of the Year” award. Responsibilities included hiring staff, writing policies, procedures and job descriptions, creation of a training program, scheduling, payroll and development of Call Center sub-departments such as Quality Assurance, technical support, data entry, escalation and loss prevention in response to growth• Coaching and mentoring of supervisory staff ,setting objectives (KPI’s), measuring results, providing immediate feedback, delivering performance appraisals and developing staff incentive programs• Report analysis (Call Center, Sales and Marketing) on trends, developed and proposed strategies (i.e. customer self management and mass email programs) to CEO and upper management ensuring relevant customer information was being filtered back to the appropriate departments• Project Manager for Customer Service merger between Chapters Online, Indigo and Cruickshank’s. Facilitated relocation of call center from Toronto to Brampton