Delivering packages and parcels to residential and commercial units.Sorting of packages for most efficient delivery routes.Pick up of deliveries from businesses and homes.Maintaining safety standards through all aspects of the work.

Leadership of the workforce team and management of reporting, scheduling, payroll, and reporting. Duties include:  Accountability for department budget Management and direction of workforce and real time management teams Identifying opportunities to improve workforce practices, monitoring fluctuations in call volume and adjusting staffing accordingly. Preparing and reviewing capacity plans for call center locations. Follow up on hiring plans; recommending changes, as required.

In 2018, our CEO challenged the company to drive $120M in margin improvement. I was tapped to be part of the team that would make this a reality. Over the course of a year, we reviewed all costs, revenues, and areas of efficiency. Between cost reductions and revenue increases, we achieved $135M in margin improvement. This was validated by our finance team and helped set WestJet up for the Onex takeover. Duties included:  Recruiting and leading a team of lean associates Digging into guest atonement costs Reviewing staffing costs for airports and making recommended changes Review and adjustment of ancillary pricing Streamlining of our on-board food and drink offerings Working with our fuel council to implement new flight processes to reduce fuel consumption Evaluating and removing flight destinations that were not profitable Other cost saving initiativesUpon completion of this project, I returned to the Contact Centre as the Manager of Workforce and Analytics.

As our Director moved to a new role, I was assigned to a temporary role overseeing part of our general contact centre. In this role, I was responsible for managing our off-phone agents handling email and guest escalations, baggage services, and rewards team, in addition to the workforce team. Duties include:  Accountability for department budget Management and direction of workforce and real time management teams Long term planning for staffing, technology, and budgets Interfacing with external vendors Identifying opportunities for cost savings and execution of cost savings initiatives Project Management for new or changing initiatives

Lead the Workforce management group for our assigned project. ~3500 FTE. Department of 55 schedulers, forecasters, analysts.

Responsible for providing operational management and tactical guidance in the area of workforce scheduling. Management of intra-day performance & service level for multiple contact centers across diverse international locations

Site business manager responsible for reporting, workforce, and financials.

Responsible for maintaining the operational proficiency of my assigned support project within NCO’s Surrey office by managing the delivery of support services and meeting operational requirements of the customer as defined in the assigned contract.

Responsible for maintaining operational proficiencies of all Microsoft support projects within NCO’s Surrey office.