- Managed the order process and administrative functions for all standard and custom collateral Sales Orders in Netsuite; independently generated $18k for the business in collateral orders in first full Quarter (Q3) 2023.- Championed being the Ackroo Office Ambassador by being first point of contact for all phone calls into Support, and by acknowledging all office visitors, welcoming them to the reception seating area; maintains a clean office environment ensuring the kitchen and other visitor areas are presentable.- Triaged all merchant phone calls to appropriate parties and departments via Zendesk ticket creation and direct call transfer.- Troubleshot with merchants and provided issue resolution over the phone related to program console management, program challenges, device issues and collateral inquiries.- Collaborated cross-functionally across Product, Support, Sales and Operations departments to meet the technical and collateral needs of both the customer and client portfolios, ensuring accuracy of all merchant information in Netsuite from account health to billing notes.- Promptly shipped and created waybills for collateral orders and equipment, ensuring timely delivery to merchants.- Provided program console and device training to all merchants.

- Senior Operations Project Lead specializing in retail operations planning for a group of companies with ~100 stores.- Reported directly to Director of Operations, serving as a first point of contact for office visitors and all matters relating to retail operations and quality assurance within all stores.- Responsible for deploying various online, video, written and in-store training procedures, introducing new methods and platform/system launches to increase employee retention.- Collaborates cross-functionally to identify and quickly address operational deficiencies, and to devise best practices in response through refining existing procedures.- Develops and follows baseline project plans and milestones for store openings/store re-locations.- Led the development and execution of the mobile store for trading at Fan Expo 2022 in Toronto, Ontario.- Establishes and maintains positive relationships and effective communication cadence with key stakeholders, reducing miscommunications and missed deadlines.- Partners and negotiates with vendors to devise cost-effective purchase plans, and to request efficient work service order solutions. - Leads and executes the coordination of all office special events and outings, facilitating the fair, fun and equal participation of all staff.

- Promptly managed and addressed all customer relationships through e-mail and phone requests, confirming full understanding of an escalated situation before offering a resolution in line with Head Office concession protocol. - Established customer de-escalation procedures related to incorrect/defected purchases to encourage and maintain good customer relationships.- Led customer experience improvement projects to identify key opportunities for continuous improvement; developed improvements to in-store operating/training procedures focused on enhancing the customer experience.

- Led store staff in keyholder position in absence of a Supervisor on any given shift. - Maintained quality assurance of salesfloor by employing problem-solving skills to resolve issues related to retail sales/front cash area.- Honed public speaking skills when serving a large volume of customers daily in a fast-paced, and often chaotic, demanding environment.-- Implemented crisis communication strategies when faced with de-escalating challenging customer situations.- Appointed as a signing authority for providing cash floats to staff, and for counting and balancing the store safe at either the beginning or end of shifts.- Mentored and trained new staff on point-of-sale system and sales techniques, stressing best practices for customer experience and inventory control.

- Influenced positive change in curriculum process improvement for a diverse portfolio of college programs by gathering data through Institutional Research, and authoring provincially mandated reports to ensure programs are meeting ministry standards.- Analyzed and generated lengthy, granular reports on collected data and trends pertaining to provincial standards on student satisfaction, academic process improvement, registration, enrollment, surveys, and environmental research.- Ensured high-quality reporting to province through extensive copy proofreading in preparation for presenting report findings to the Academic Senior Leadership team.

- Performed extensive data entry to maintain large client database by using a wide variety of computer programs, ensuring all information stayed current and up-to-date. - Liaised with Investment Managers and investors through telephone and electronic mail to ensure all requests were fully understood and all requirements met. - Promptly produced and distributed mailings and reports to ensure clients received the required information in a timely manner. - Participated in daily trouble-shooting with team members which often demanded the start of ad-hoc projects.