• Managed daily operations of 20-100 Business Process Outsourcing contact centre representatives including work distribution, coaching, and maintaining KPIs for call centre, back office, email, webchat, social media and direct mail operations.• Responsible for management of three lines of business including a leading TSX listed retailer and a leading energy retailer in Alberta• Lead management meetings to strategize operations on a floor that included up to 5 lines of business.• Developed 35 Standard Operating Procedures (SOP)s for a new client and implemented a successful operational launch of the portfolio• Liaised daily with client to develop SOPs, set performance expectations, flag escalations, and business/IT concerns• Analyzed and monitored direct report performance using tools including call listening, diligence of handle time, email response rates, schedule and attendance adherence using Verint Impact, and Compas software.• Organized events and gamification techniques to foster employee motivation, and skills development in areas of opportunity• Developed back office employee and organizational development, process improvements to improve efficiency and compliance accurracy.• Responsibly handled escalations from existing and potential customers. Developed and delivered escalation path and handling procedures to new hires and leaders.• Successfully worked with the training and recruiting teams to assist new hires with the tools and knowledge required for their positions, including new interview formats, training design and graduation to production process improvements. • Conducted site checks, as part of the health and safety committee, and flagged potential concerns during monthly meetings• Implemented testing for a new softwares, identifying red flags and working with the project team for a successful launch

• Developed and created a financial model for a large scale motor oil production facility, including in depth scenario and sensitivity analysis• Performed, as part of a team, a buy side financial due diligence and developed an in-depth financial projections model of one the industry’s largest automotive and industrial lubricants producers. • Performed, as part of a team, a buy side financial due diligence of a leading construction products company for an international bank. The project included analysis of 21 subsidiaries of a multinational holding company that earned revenues over USD 2 billion in 2010.• Advised an arbitration tribunal on an international business dispute and assisted in the completion of quantum of damages assessment.• Conducted an independent business review, delivering cash flow restructuring advice for a major holding company• Conducted a feasibility study of a poultry production facility for a major trading company• Created financial models for a convention centre and an events management company as a part of a pre-feasibility study for an urban regeneration project• Composed an investment teaser for a leading vehicle leasing operation• Assisted in developing business valuation reports for 6 retail companies, and a document on potential synergies• Completed a buy side due diligence of a major fire and security company for a NYSE listed firm• Conducted market research for a feasibility study for a potential health services club, waste management in the Philippines, a financial and managerial training company, and recycled oil in the Horn of Africa.

• Developed a comprehensive database of the world’s top 500 Islamic banks• Summarized United Nations reports on the economic and financial crisis• Summarized and analyzed a report on Canadian income inequality• Attended 14 hours training lectures on Statistics gathering and interpretation in the IDB• Attended 6 hours training lectures on Economic competitiveness in IDB member countries• Engaged with HTML and CSS web development software

• Created purchase and sales orders, receipts, requests, invoices, etc.• Handled IT director’s contacts and appointments• Created a Microsoft Excel database of company software• Backed up all employee computers weekly• Dealt with all processes in IT purchases, from finding vendors, accounting, and coordinating payments and product receipts in accordance with office requirements