I field inquiries from customers, including billing, payment arrangements and service requests, regarding utilities such as Regulated Rate Option electricity for Alberta, and waste and water services for the city of Edmonton, all while providing excellent customer service.

I train contact centre staff, including both new hire and existing agents, ensuring they have the tools and skills required to succeed in their role. In addition to training, I collaborate with members of my team to align on, create and update learning material and work resources.

I led a team of 25-30 staff, who were responsible for monitoring and supporting alarm systems for both residential and commercial clients. I provided real time assistance to my team, as well as ongoing coaching and performance management, ensuring proper handling and dispatch for emergency situations. This included, coordinating and leading operators, team leads, trainers and IT staff, both on-site and remotely.

I work in service of my team, which consists of 15-20 representatives, to ensure they posses all the tools and skills needed to provide an unparalleled customer experience. Additionally, I work with other leaders, both locally and nationally, to assist with the day to day operations.I make it my priority to establish trust with each member of my team, by taking the time to build a rapport and relationship with everyone. This helps me to identify their strengths, opportunities, and what motivates them, so that I may help foster their personal and professional growth.Through ongoing calibration with those on my team, during 1x1 and group coaching sessions, I help them in setting SMART goals, promote sharing best practices, and hold them accountable to their commitments. Additionally, I transfer knowledge to my team on such matters as, how to position and navigate difficult conversations, deescalating negative customer experiences, and making decisions that strike a balance for both the customer and the business.It is with this approach that I'm able to cause performance through each representative, to grow and solidify a winning team. I do this while building bench strength as well, so individuals on my team may move onward and upward in their career, whether that be internally or externally.

I provide real time support to our front-line technical staff, which included tier 2 technical support, assisting with upskilling staff on technical skills, and deescalating negative customer experiences.

I troubleshoot technical issues with our customers, educating and empowering them along the way, with a focus on providing an amazing customer experience with each interaction.

I started as a Service Desk Technician, providing technical assistance with corporate clients, and later transitioned to the role of Manager of Marketing Services, where I helped with our branding and was responsible for acquiring and onboarding new clients.