- Managed Federal government accounts to ensure the success of the programs and customer satisfaction (Transport Canada [Office of Boating Safety & Vessel registration], Biometrics, Department of Oceans & Fisheries, and Natural Resources Canada)- Led training program for newly onboarded staff (in-person and online)- Spearheaded several high performing service level initiatives- Evaluated the Quality Assurance and provided feedback for corrective measures-Managed daily tasks (callbacks, internal & external comments, analyze reports, Impact reports)-Monitored service levels, attendance, lateness and statuses -Managed high priority accounts-Helped drive motivation and engagement amongst employees-Analyzed customer satisfaction KPIs and prepared reports

-Mapped customer accounts and performed outreach via emails and cold calls-Negotiated contracts and created customized proposals -Proposed and executed brand promotion strategies in the network -Created alternative methods and approaches to adapt to the shifting landscape-Stay informed with Mosaiqs’ portfolio, it’s position in the market and their competitor’s portfolio

-Established KPIs / revenue targets and develop plans to increase sales and reduce variable costs-Managed 30+ employees schedules-Recruited, trained and coached all staff members on customer service skills, food & beverage knowledge and health and safety standards -Developed and implemented a digital marketing strategy that resulted in:10% increase in customers and social media followers Improved the restaurant’s Google review rating from 3.9 stars to 4.5 stars-Produced monthly performance reports which includes key insights and suggestions by tracking, monitoring and optimizing KPIs in the POS system-Implemented a successful loyalty program aimed at increasing customer lifetime value