Denise Daghstani Email & Phone Number

Strategic leadership on projects while assessing business needs and opportunities to identify and develop attainable goals for stakeholder management, customer education and experience.• Proactively engage clients to ensure a clear understanding of their objectives to effectively design market penetration strategies for multiple verticals including retail, fitness and CPG.• Manage and strengthen multiple client, agency and stakeholder relationships, increasing trust, rapport as well as business efficiency; resulting in cost reductions by 5% MOM.• Prime point of contact for all client issues/inquires with a committed resolution time of less than 48 hours.• Responsible for day to day management of client engagement including successful onboarding, addressing new requirements and providing recommendations to meet needs and objectives.• Developed creative solutions to problems including Implementing new quality assurance policies generating an error rate of less than 0.01% on client and stakeholder inquiries.• Oversaw and maintained all digital channels and customer fulfillment for Amazon, Amazon Prime and Shopify, while developing campaigns leading to an increase in digital sales of over 20%.• Designed and executed omni-channel strategy to drive product awareness and company market share across over 900 Kroger stores including internal education campaign and customer engagement events.• Implemented a social media strategy that saw a 300% increase in both customer engagement and followers.

Provided strong operational execution through the management of Mastercard sales, compliance and training while strengthening the relationships with Senior Leadership and Key Stakeholders.• Headed the implementation of Salesforce CRM by creating net new reporting and scorecards leveraged by internal and external customers, increasing efficiency and customer insights by 20%. • Launched multiple engagement strategies including education and awareness campaigns on customer support tools leveraged by over 400 internal stakeholders.• Organized and presented Quarterly Business Review reporting for key stakeholders.. • Developed ongoing relationships with internal stakeholders through regular touch points, training and communications.• Project lead for the PCF Support Specialist infrastructure in over 70 Loblaw locations across Canada.• Outlined, implemented and formalized performance and quality assurance programs for over 800 Sales Representatives resulting in coaching, retraining and realigning sales representatives. • Achieved the lowest customer complaint rate of under 0.01%, highlighting all results in dashboards shared with SLT.• Served as the Business Compliance Officer for the Sales department and ensured adherence to the Bank’s regulatory obligations.• Executed audits in collaboration within the Internal Audit Services, Operational Risk Management, Anti-Money Laundering and Anti-Terrorist Financing functions within the Bank.• Consistently maintained a business compliance rate of over 95% across over 1000 Sales Representatives and Support Specialists.

Toronto, Canada Area

Prime liaison between the Rogers Dealer Channel and Retail Support Group, responsible for strengthening stakeholder relationships while executing retail-centric strategies.• Managed the daily operations of the Retail Support Group; ensuring real time account management and escalations support for all Rogers retail channels across Canada.• Facilitated enhanced employee onboarding and cross training resulting in consistently achieving performance metrics.• Project Manager on numerous large-scale initiatives including device and program launches (iPhone, Samsung, Boxing Week etc.) with responsibilities including:o Training development and executed digitally for over 1000 customer service reps.o Call route mapping and prioritization across 10 separate inbound call groups.o Development of IVR enhancements and proactive system message development.o Real time communication across all channels; including senior leadership.• Created a new White Glove Program to proactively engage high volume Retail locations and provide real time enhanced customer support; improving call productivity by 25%.

Toronto, Canada Area

Developed and spearheaded complex projects and employee engagement initiatives from concept through to implementation; designed to improve customer experience and reduce operational costs. Responsible for resolving key pain points in the organization by reducing the number of times a customer is transferred, before having their issue resolved, resulting in reducing calls transferred by 1M and a cost savings of $3M/annum. Conceptualized, implemented and managed the Agent Validation Team, which led the charge to ensure customer experience processes were clear and consistent across all channels. Managed, coached and developed 7-direct reports, resulting into the promotion of 5 individuals to more senior positions. Collaborated cross functionally to implement multiple customer experience enhancements by identifying and prioritizing “repeat customers” to a dedicated team, leading to a 16% reduction of repeat calls.  Leveraged data analytics to implement process improvements including targeted system messages indicating specific customer segments; enabling agents to refer to customized training positioning; increasing resolution rates by 22%.

Created and executed unique offers and promotions to generate new acquisition, incremental revenue and improve the customer experience across multiple portfolios valued in excess of $150M.• Recipient of 2010 Employee of the Year Award.• Project lead for the proactive cleanup of over 500,000 customers identified with billing errors; o Cross functional collaboration to execute solutions across numerous channels.o Led the development and rollout of the communication strategy for impacted customers. o Monitored and socialized KPI dashboards with senior leadership.• Dramatically reduced billing errors by implementing key system enhancing initiatives that led to an improved customer experience as well as over $1M in annual revenue recovery.

Toronto, Canada Area

Strategic prime for planning, development and execution of all marketing communications for the acquisition of new customers and stimulation of existing customers.• Managed the P&L for the Wireless Data Portfolio; valued in excess of $250M/annum.• Improved sales performance across key product lines by 15% through targeted acquisition and retention initiatives.• Collaborated with external stakeholders including Microsoft, Yahoo and Rogers Yahoo to drive messaging and execution of go-to-market product strategies.• Established quarterly roadmaps and multi-channel marketing strategies including digital, direct mail, e-newsletters, bill inserts, in-store POP, and sales training to generate increased revenue and develop greater affinity of the brand. • Partnered New Product Launch, Engineering, and Product Management in the development of product improvements and enhancements based on data analysis, customer feedback and market research.

Responsible for product and pricing strategies for the Consumer Post-paid portfolio while balancing the overall priorities of the company. • Developed and executed pricing business cases in the Consumer and Business segment to meet customer addition, revenue, cost, and profitability targets.• Socialize strategies and launch new offers and pricing into the marketplace by managing cross-functional relationships with Customer Based Management, Product Management, and Finance. • Ongoing evaluation and analytics on internal and external market data, including current metrics, pricing strategies, and competitive activity• Manage relationship with Finance to provide key analytics used to develop financial assumptions for ongoing and upcoming programs.

Developed reporting templates to support the business and Deep dive analytical analysis to provide useful insights to management.• Created, managed and measured marketing programs designed to decrease customer churn and increase company revenue.• Assisted in the development and analysis of marketing initiatives, as well as manage aspects of assigned projects to support the management team.• Performed post campaign analysis to determine the success of each program, including stimulation programs which resulted in a net benefit of more than $10,000 and an improved lifetime value.• Developed recommendations to management based on customer behavioural and need profiling to provide strategic insight into market opportunities and threats.

• Comprehensive analysis of customers’ pre and post launch of a migration program. The additional annualized revenue that resulted from this program is approx. $100K.• Provided in depth analysis and recommendations in the targeting of customers with invalid account issues, which resulted in the additional annualized revenue of approx. $185,000.• Contributed to several revenue opportunity ideas, which were executed and resulted in over $700K in recovered revenue.

Marketing Management Certificate

Participating In Bachelor Of Commerce (B.Com.), Business, Management