Brand Management: Planned, developed, and conducted a brand identity training program to disseminate new brand direction and review tool kit for all global business units.Cost Control: Developed and oversaw execution of ongoing tests to improve costs optimization resulting in reduced redundant positions and cutting of 25% payroll costs.Achievement: Drove an awarding winning team to complete the centralization of all transactional activities to a central operating hub resulting in an individual President Club’s award and a team President’s Club award.Process Improvement: Developed a methodology to identify capability gaps in processes and internal teams to foster efficiency in cost and overall value to the business.Relationship Management: Collaborated with external consulting teams to run customer surveys and customer forums to better recognize improvements to Customer satisfaction and journey mapping exercises.Quality Assurance: Introduced a new invoice format with customer portal tools to reduce print costs and implement customer self-service online account access. Change Management: Drove process improvements and successfully navigated teams through these changes.

Leadership: Led the development of an online employee resource tool and library for access to processes, procedures and policies.Technical Writing: Developed and wrote standard operating procedures to train and document company knowledge.Safety & Compliance: Ensured employees abided by safety guidelines put in place for events and emergencies.Platform Development: Advanced online employee resource tools and library for processes, procedures and policies.Business Integration: Integrated acquired businesses into the company. Seamless transitions in the area of people, real estate, finances and customers. Developed broad communications for support and information.

Leadership: Led field support for 20 locations for administration and operations support.Matrix Management: Experienced working to influence and direct process and policy changes across multiple units working with senior executive teams. Software Transformation: Implemented software that reduced the number of manual transactions required in each hub by 50% saving 30% in costs and reducing turn around time from 72 hours to 24 hours.Cost Reduction: Saved the company over $1.5 million by reducing work time and redundant positions.Vendor Partnerships: Offshore and local vendor outsourcing experience.

Leadership: Quarterbacked initiative to centralize administration and customer support to one location in Canada. Team Management: Responsible for overseeing a staff of 60 in various administration and customer support roles.Business Support: Successfully integrated 17 different acquisitions, 3 new business lines; confidential shredding, imaging and active file management.Creativity: Created innovative and imaginative solutions to accommodate changes in the business space not supported by existing platforms or upon request of the customer.