As a senior member of the service leadership team, I was promoted into this role to establish and driveforward the customer management vision. Leading a team of 12 at my location, I spearhead strategiesto optimize performance, generate efficiencies, and elevate customer satisfaction and retention within amultimillion-dollar business portfolio of 200+ customers.CUSTOMER SUCCESS LEADERSHIP:• Provide strategic direction and training to customer-facing team in a unionized environment toachieve sales, revenue, and profit goals.• Manage P&L of the shared service department budget.• Recruit, train, and develop team, providing accountability, stability, and resources to cultivate a high-performance culture and positive employee experience.  • Collaborate cross-functionally to influence impactful and sustainable changes and improvements,driving efficiencies across operations.• Foster connections with internal and external stakeholders to ensure the delivery of customer serviceexcellence.SELECT SUCCESSES: ➔ Elevated customer experience rating (Net Promoter Score) 50% in 1 year➔ Generated unprecedented sales growth, exceeding corporate growth target by 30%➔ Negotiated and secured lucrative multi-year customer renewals➔ Recognized as the 2023 regional leader in customer retention➔ Drove consistent YOY revenue growth in the business portfolio🏆 FY '25 Q1 Summit Club Award🏆 FY '24 Q1 & Q2 Summit Club Award🏆 FY '23 Q3 Summit Club Award ☑️ FY '23 Top 5 Peak Performer in the Northern Atlantic Group☑️ FY '23 Regional Leader in Customer Retention

In addition to my customer service management roles, I volunteered to oversee the fleet managementof my location to ensure its efficient operation and maintenance. Working collaboratively withmultidisciplinary personnel, I influence tactics to optimize fleet utilization and maintenance schedulingto ensure seamless customer service delivery.STRATEGIC LEADERSHIP:• Strategically control costs and certify safety and regulatory compliance to ensure consistent delivery ofproducts and services to valued customers.• Manage vehicle procurement, coordinate repairs and maintenance, and monitor fuel usage.• Instill a culture of care and high performance, indirectly influencing staff to optimize activities,enhance value, and boost improvement to ensure top customer service.• Oversee budgeting and reporting related to fleet expenses.• Design and deliver targeted and comprehensive training programs for staff.SELECT SUCCESSES: ➔ Escalated fleet audit score 43% after initiating new training programs➔ Ensured seamless customer service support despite unforeseen vehicle damages

After being promoted to this service leadership position, I directed a team of 10 service professionals inthis unionized environment to ensure the effective and efficient delivery of various products andservices to dozens of customers within the area.CUSTOMER SERVICE LEADERSHIP:• Monitored team performance and implemented process improvements to enhance service quality,operational efficiency, and customer satisfaction.• Managed operations and evaluated procedures to identify gaps in the customer service lifecycle toimprove engagement and impact.• Collaborated closely with the team to realize best-in-class processes that maximized productivity andachieved key performance indicators.  • Established team incentives to promote customer retention. Trained and mentored underperformingteam members to boost performance.• Engaged personally with the largest customers to foster connections and manage contractnegotiations.SELECT SUCCESSES:➔ Reduced business portfolio risk, securing multiple contract renewals➔ Implemented strategies and team training to drive up customer retention➔ Achieved 98% net billing score to exceed corporate goalPERFORMANCE AWARDS:🏆 FY '22 Q4 Summit Club Award Winner☑️ FY '22 Top 3 Peak Performer in the Northern Atlantic Group

Led and executed a range of strategic initiatives, resulting in a 13% increase in capturing entitled revenue.🎗 FY '21 Top 3 Peak Performer in the Northern Atlantic Group

Successfully managed a diverse portfolio of over 160 clients, generating an annual revenue of $520,000. Demonstrated expertise in contract negotiation and renewal, while effectively cross-selling and upselling additional products and services to enhance client value and drive business growth.

✅️ Recognized for excellence in teaching, receiving consistently high ratings from students.✅️ Repeatedly invited to facilitate workshops and deliver keynote speeches at prestigious institutions, including York University, the University of Toronto, and the Durham District School Board.

🎗 Nominated for company-wide “Forstar Award” in 2013.✅️ Pioneered and provided training for a paperless environment initiative, which produced $27,000 a year in savings departmentally.✅️ Reduced incoming client calls and enhanced customer experience by making general-purpose forms available online for download, resulting in company savings of $5,000 per year.“This level of energy and passion in an individual is extremely rare. Ches is a real dynamo. These qualities are contagious and he inspires those around him." - Peter Wilson, AVP, Foresters

🎗 "Sailing to Success" Two-Time Nominee in 2010✅️ Led contact center ‘huddles' and delivered new information and developments to a team of 20 people in the Service Centre Department.✅️ Implemented new scripting to reduce escalations and callbacks during the cancellation process.