Denise Cuthbert Email & Phone Number

Remote, From Port Coquitlam, B.C.

• Successfully led a hybrid team of Customer Success Managers and Health Business Consultants; supporting end to end client cycles and robust enhanced training offerings for over 35,000 health practitioners across 4 EMR platforms, with primary focus on the Flagship product CHR• Passionately created a people first and collaborative leadership approach; focusing on consistent and impactful 1 x 1’s, regular team meets, with continued focus on business needs and employee wellbeing• Spearheaded driving a tiered segmentation structure for customer support; defined by revenue and strategy; providing dedicated CSM support for top tier clients. This resulted in 0% churn for dedicated accounts.• Drove Proactive Outreach campaigns, focusing on relationship building, demand reduction and product excitement (800+ touch points) Outcomes included: $220k re-contracting value, churn reduction $100k, and an additional $40k in additional value added services • Managed high level escalations from medical practitioners from small to enterprise level clients; driving 100% resolution and 100% retention • Diligently led the submission of 7 Robotic Process Automation (RPA) opportunities to help reduce manual efforts on 6,500+ account management tasks/year

Vancouver, British Columbia, Canada

•Set up the product Help Centre including selecting the researching/selecting the support software, writing step by step guides, pro-tips, etc.•Created onboarding material to further support new clients•Met with clients for strategic partnering and to increase platform engagement•Provided insight to leadership around Customer Success best practices

Home Based, Vancouver, Canada Area

• Responsible for providing full end to end customer support and strategic planning for existing and new business• Responsible for ensuring revenue is protected via strong relationship and resolution skills • Partnered with HR teams to help promote the EFAP program and assisted with quality control• Renewed client contracts and participated in finalist presentations for RFP’s• Led a bi-weekly Wellness Meetings to contribute towards improving workplace wellness culture and connection with a virtual working setting• Successfully presented webinars to large and small groups on the EFAP program and wellbeing offerings• Successfully achieved sales target and was part of 100% club for 2021• Book of business included 35+ public schools, many post-secondary institutions, large public administration companies, and a national bank

Burnaby, B.C.

•Responsible for leading a team to deliver an excellent client experience, supporting business clients with their payroll set ups, processing, and corrections. •Implemented a collaborative Western council to help bridge gaps between various departments to strengthen the working relationship and further enhance the client experience.•Key player in furthering the alignment between 2 business units, by highlighting gaps to my Director while also providing viable solutions and persevering. •Developed strong working relationships with colleagues across the country with very little face to face interaction with my peers.•Coached and developed my team to a higher level of performance by listening to what the barriers are, further improving their strengths, positive reinforcement and encouragement. •Handled all Human Resource functions with integrity, confidentiality and professionalism.

Calgary, Canada Area

•Accountable for maintaining the efficient operation and business continuity of the First Aid, Swimming & Water Safety National Contact Centre to achieve short and long-term objectives and ensure excellent customer service to internal and external customers •Responsible for the Human Resource functions of the department including: team development, recruitment, retention, performance management, professional development and succession planning •Lead and foster an environment of engaged, motivated and accountable staff who strive to meet service levels•Demonstrate successful leadership and communication skills both in one on one coaching sessions, and with the whole team •Assist in driving and creating harmonized processes to align with Canadian Red Cross vision of a more nationally unified First Aid, Swimming and Water Safety department•Conduct Quality Assurance checks on customer correspondence to ensure the appropriate standards are upheld •Key player in change management initiatives during the times of ongoing transition

Calgary, Canada Area

•Responsible for leading and coaching a talented recruiting team, recruiter assistants/front desk staff to success•Develop recruitment strategy to ensure sufficient resources to meet client needs•Determine which candidate is best suited for each client, based on experience, skills, culture fit, goals, etc.•Provide feedback and guidance whenever possible to assist job seekers•Full cycle recruiting (post jobs, screen resumes, conduct interviews, determine best job fit)•Conducting presentations at hiring events•Client billing, tracking and managing proper documentation

Vancouver / Calgary

•Led a high performing management & associate team to success, for both the BC and AB corporate client base, representing Small and Medium Business and Enterprise Corporate Client Care – Ambassador for Bell brand targeting >160k subscribers•Spearheaded both an increase in productivity by cross training staff, streamlining processes, increasing scheduling flexibility and cost reduction by eliminating overtime – a byproduct of increased productivity•Demonstrated skills in positively influencing/implementing change by harmonizing two different province’s policies/procedures resulting in a better client experience, increased ability to manage performance, and maximum resource efficiency •Proven ability to effectively manage, coach and develop staff by producing a high level of staff career advancement– in tandem with various key stakeholders developed recognition initiatives that increased moral and performance•Responsible for ensuring contractual service level requirements are met and our high value clients’ accounts are diligently maintained with high quality standards often interfacing with sales staff and director to increase client satisfaction – no high level escalation stemming from staff during tenure

Vancouver, Bc

•Managed a diligent team of Supervisors, whose primary responsibilities included handling escalations and billing/technical concerns from clients and front line agents. Worked with peer group to ensure their team members were coached effectively, and provided informational tips to help reduce escalations and call volumes to the queue•Instrumental in providing viable solutions for executive escalations and solving legal cases outside of court

Vancouver, Bc

•Spearheaded the launch of the first outbound queue department in the Western Region with the objective of renewing and upgrading clients contracts with highest quality standards – exceeded corporate target month over month resulted in being front runner nationally for year end

Vancouver, Canada Area

•Acted as Team Lead for a team of retention specialists whose primary responsibility was to use their negotiating and resolution skills to retain clients and prevent them from cancelling their service, resulting in achieving the churn target for the year •Liaised closely with Marketing Manager, ensuring all insight was shared and our clients received competitive offers

Vancouver, Canada Area

•Coached and motivated a team of agents to deliver superior sales metrics, call quality results and other corporate objectives with a continual focus on low absenteeism and high performance

Vancouver, Canada Area

•Facilitated a six week New Hire training program for groups of up to 20, providing both group training, and one-on-one student support

Life Coach Certification, Coaching, A

Currently Working On Masters In Counseling Psychology, Behavioral Sciences

Ba With Honours, Psychology, A

Deans List final year - top 5% of student body