Evaluate the quality of agent interaction with members/cardholders according to the established service and quality standards and provide timely feedback to Team Managers. Identify opportunities to enhance the quality of agent interaction with the member or cardholder (ie: procedural enhancements, agent trends, skill gaps etc.) in order to optimize coaching effectiveness of the Team Managers.Provide and interpret quality monitoring criteria (ie: agent feedback) to the agents in order to facilitate the calibration of agents’ interaction to a common set of established quality standards.Provide departmental reporting and analysis as assigned.

Conduct business analytics to evaluate member, pricing, market share, market and technological trends, competitors, and risks, and provide insightful and holistic recommendations to inform the development and implementation of Product Portfolio Roadmaps, product development, offers, growth, maintenance, closure, and portfolio performance. Define, design and execute complex and/or less-defined product roadmap activities / programs to support marketing plans and critical enterprise-wide initiatives. Identify, define and document business requirements and liaise with Member Services, Information Technology and User Experience to enable translation of complex business requirements into technical, functional, and systems requirements. Document, monitor and evaluate product configurations on systems, business processes, policies and work flows for assigned products to recommend and implement systemic product enhancements and corrections to improve user experience. Monitor and recommend improvements on assigned products from the perspectives of risk appetite, member impact, technology and systems requirements, volumes, revenues and breadth of the product array to optimize product performance in service of member well-being and meet business objectives. Provide technical coaching, guidance and support the day-to-day performance of Analyst Product, and identify marketing integration opportunities with Senior Marketing Specialists, Marketing Specialists, and Product/Program Managers to deliver differentiated member experience and achieve business objectives.

Evaluate the quality of agent interaction with members/cardholders according to the established service and quality standards and provide timely feedback to Team Managers. Identify opportunities to enhance the quality of agent interaction with the member or cardholder (ie: procedural enhancements, agent trends, skill gaps etc.) in order to optimize coaching effectiveness of the Team Managers.Provide and interpret quality monitoring criteria (ie: agent feedback) to the agents in order to facilitate the calibration of agents’ interaction to a common set of established quality standards.Provide departmental reporting and analysis as assigned.

Provide effective real-time support to Cardholder facing staff dealing with atypical Cardholder inquiries (knowledge transfer or escalation calls). Assess risk and provide appropriate overrides for transactions that are beyond Authorized limits of Cardholder facing staff. Respond to routine Cardholder inquiries during high volume periods consistent with established service and quality standards. Facilitate the transfer of knowledge through off line activities with Csrs so that the cardholder experience is enhanced.

The Volunteer opportunity for the VDL focused on raising media awareness of the first annual Juvenile Diabetes Research Foundation's Charity Dodgeball tournament which is taking place at the Richmond Oval.● Writing News Releases.● Assembling and organizing contact information for media.● Consulting with tournament management on the particular direction of the releases and our media strategy.

Eos Lightmedia works focuses on high end artistic lighting. While working therewe did everything from lighting sales centers for new apartment complexes to theCanadian Sports Hall of Fame in Calgary, AB.Accomplishments/Duties● Fiber optic lighting of delicate cases full of valuable specimens/memorabilia● Worked in a variety of environments including outdoors, museums, andlaneway houses for Heritage Vancouver● Assisted with loading/unloading, construction of components as well ascleanup.

National Importers is a distributor on Annacis Island. While there I was taskedwith constructing orders with pallet jacks and/or forklifts, as well as unloading newproduct shipments.Duties● Assembling Pre-built displays for Grocery stores and packaging ofgoods for personal orders● Assembling orders, and storing new product.