Beryl Frost Email & Phone Number

Mississauga, On, Ca

Toronto, Ontario, Canada

As the Manager of Charity & Donor Support at CanadaHelps, I oversee the efficient day-to-day operations of our Charity & Donor Support team. My leadership, responsiveness, and customer-centric approach drive success in this multifaceted role. Through hands-on learning and close partnership with my team members, I am continuously developing my leadership skills with the end goal of continuous improvement for my team.

Collaborated with cross-functional teams to lead end-to-end projects, ensuring milestones were met within schedule and budget. Developed and delivered all communications and training materials for employee engagement and initiative support. Orchestrated the development and implementation of the AIR MILES® Chatbot, identifying operational efficiencies. Oversaw the knowledge management upgrade project, streamlining content intake and improving team efficiency. Led the conception of the full-time Chatbot analyst role, from assessment to onboarding. Employed the Prosci ADKAR® Model for change management strategy, ensuring alignment and effective communication. Led the Associate Engagement Committee, organizing virtual events and managing budgets to foster employee engagement.

As the business stakeholder in the Natural Language Processing team, I developed a Facebook FAQ chatbot to manage increased volumes during COVID-19 flight cancellations. Collaborated on an emergency call triage strategy for prioritizing flight cancellations and developing call handling plans. Led a high-performing team of 15 specialists, consistently achieving top scores in performance feedback surveys. Monitored key metrics, achieving top 3 performance in call efficiency and aux code management. Conducted regular call coaching and provided training for effective call ownership and de-escalation, leading to high first contact resolution rates. Introduced a weekly team newsletter to celebrate achievements and share updates tailored for the frontline associates.

Mississauga, Ontario, Canada

Created and executed the 24/7 Social Media team strategy to meet heightened customer service demands. Developed the customer experience framework and standard operating procedures for engaging on Facebook and Twitter. Collaborated with Brand Marketing to plan proactive customer engagement strategies. Led a team of 15 Social Media and Live Chat Specialists, emphasizing professional growth and supporting team members in transitioning to new roles within the organization.

Managed a team of 2 communications coordinators, overseeing scheduling, hiring, onboarding, and professional development. Developed and implemented a diverse communications strategy to enhance employee engagement and support day-to-day tasks. Utilized various communication channels including FAQs, LED signage, internal publications, and town hall sessions. Authored award submissions for the AIR MILES® Customer Care Centre, resulting in top placements in industry awards.

Toronto, Canada Area

Handled process writing for Knowledge Manager. Executed corporate communications supporting key projects, change management, and associate engagement. Drafted essential FAQs for internal and external use. Contributed written content for internal publications such as e-newsletters, magazines, and blogs. Contributed design work for logos, digital signage, and internal incentives.

Mississauga, Ontario, Canada

Delivered exceptional Customer Service experiences for AIR MILES Collectors by assisting with general program inquiries, account management, travel reservations, insurance sales and Reward redemption via phone and e-mail channels. Accountabilities included sustained performance, measured against sales targets, productivity and quality assurance.