Improving business effectiveness by providing targeted services in: customer journey optimization; employee experience initiatives policy development, bilingual content communications, training & process improvement and development of RFP documentation.

Client-relationship, and program success. Up-selling to drive revenue growth. Working closely with business partners and vendors on issue resolution. Ensuring cost-effective quality management of and adherence to policy benefits. Development and implementation of relevant policies & offering best practice recommendations and strategic sourcing for policy and vendor management.

Managed new business closing and on-boarding, implementation and customer support services. Developed and implemented processes for successful execution of temporary and permanent assignments, working closely with HRBP’s. Developed tiered and Core-Flex policies for clients, quick implementation process guides and successful group-move management. Provided leadership in the development of strategic processes across all functionalities of Customer Experience.

Managed major client relationships by assessing customer satisfaction levels and delivering strategic recommendations to key stakeholders. Ensured ongoing customer success through client support, negotiation and a creative quality-approach to resolving issue escalations, resulting in strengthened relationships. Part of the RFP bid response team, ensuring ongoing business growth.

Held overall accountability and delivered service excellence to the Dept. of National Defense (DND) in the deployment of their members on a national & international basis. Resolved complex case issues within strict metrics and security constraints. Provided thought-leadership and strategic insight on overall customer experience and created opportunities for CX enhancement. Reported to business leadership on business processes, satisfaction audits, budgets and results. Lead and inspired a client-facing team of 44 professionals. Recognized for excellent employee engagement/satisfaction and management results measured in 360° reviews.

Created effective client strategies through analysis of policy, benchmarking, survey and focus-group results to minimize gaps and optimize customer service delivery requirements. Developed benefit policies and programs based on best practice. Completed successful turn-key RFP and process-improvement initiatives in vendor selection & management, quality assurance and service level agreement (SLA) monitoring. Analyzed and communicated results. Created operational metrics to monitor customer service effectiveness. Achieved notable cost savings and higher employee satisfaction scores through policy re-vamp projects for clients. Responsible for creation, content and communication of company newsletetter.