• Onboarded a diverse range of clients, spanning from independent retail to large health systems.• Created content and implemented a Learning Management System, significantly improving training capabilities.• Developed a standardized onboarding playbook addressing client, regulatory, and compliance requirements, reducing implementation time by 33%.• Streamlined the client implementation process, achieving notable reductions in project time, costs, and errors.• Managed the documentation team, ensuring the accuracy and clarity of project-related materials• Identified and established revenue streams through ongoing client training initiatives.• Collaborated with the Product team to contribute to the design and functionality of features and enhancements.• Consulted with clients on Board of Pharmacy approvals.• Led the organization in addressing production issues and driving resolutions.

• Successfully onboarded clients with a comprehensive approach.• Developed onboarding documentation, videos, strategies, and procedures.• Designed reports and dashboards to analyze both internal and client KPIs.• Spearheaded multiple internal initiatives, contributing to organizational growth and efficiency.• Traveled to client sites for hands-on support during implementation and go-live.• Analyzed end-to-end solution, improving SOPs to address challenges while working within tight timelines, strict budgets, and a highly regulated industry.

• Successfully onboarded clients with a comprehensive approach.• Utilized advanced business and data analytics to identify trends, make recommendations, and enhance performance, aligning with internal and client objectives.• Evaluated client workflows, identifying challenges and growth opportunities.• Collaborated with internal teams to ensure the achievement of client objectives.• Served as both client advocate and technical account manager, ensuring satisfaction through effective management of technical issues, risks, and client concerns.• Developed, implemented, and maintained client support plans while building relationships.• Conducted onboarding training sessions, both remote and onsite.• Managed incidents and problems in accordance with SLAs.

• Joined the company during the pre-launch product phase, contributing to early-stage development.• Collaborated on and led the formulation of internal policies and SOPs.• Played a key role in new hire onboarding process.• Developed comprehensive internal and external manuals along with client guides.• Delivered exceptional customer service by understanding client issues.• Responsible for remotely monitoring and resolving technical incidents in a timely manner.• Thoroughly documented all activities in the incident management system.

- Remote frontline support for all pharmacy technical issues requiring detailed notes and quick resolutions- Technical support for database and terminal servers, workstations, and networking equipment- Familiar with various third party hardware and software including POS systems, Pill Packagers, Buddy Fills, IVR systems, and Fax software- Travelled Canada-wide to setup, upgrade, merge, and convert stores- Member of Kroll’s Target Canada team which configured the hardware, validated store setup onsite, and assisted in troubleshooting issues across Canada- Member of Kroll’s Loblaw team that assisted in rollout of signature pads installation onsite and remote initialization- Member of Kroll’s Metro Pharmacy team which performed onsite hardware upgrade for Metro pharmacies stores across Ontario- Member of Kroll’s Wal-Mart Canada team which performed remote and onsite conversions of Wal-Mart pharmacies across Canada to the Kroll software- Lead training sessions for Kroll’s hardware department’s personnel on the implementation and troubleshooting of various systems- Used as a go-to resource by colleagues for support and information

- Frontline Support for customer technical issues regarding cable products and programming- Perform on metrics based system requiring specific targets being met- Work in a team based system in both the micro and macro corporate environment- Escalate irresolvable issues to the appropriate department

- Typed, proofread, and reviewed legal documents to ensure compliance with ministry standards- Issued and filed legal documents, such as claims, with multiple court jurisdictions- Executed client requests in a proficient and timely fashion- Liaised between clients and agents to track legal documents within the various jurisdictions- Prepared expense reports using Microsoft Excel and Access- Maintained a high level of confidentiality with respect to sensitive material

- Compiled reports for monthly superintendent meeting- Developed Excel macros to improve efficiency of daily tasks- Entered data of projects and incentive programs into various databases- Purchased department office supplies and industrial tools- Updates safety and compliance manuals to ensure they conformed with ministry standards

- Assisted in the preparation of a companywide seasonal event involving over 300 persons- Liaised with affiliate offices internationally for various projects and events- Prepared and assembled media kits for marketing and public relations presentations- Organized and distributed all incoming and outgoing mail and courier packages- Scheduled travel arrangements and accommodations for project managers- Reconciled cellular invoices for over 15 employees using Excel