Manage award-winning global customer self-service banking platform. Work cross-functionally with global teams to deliver product strategies providing enhanced customer features. Use report, performance analytics and user insights to develop and improve digital products and services.

Solving complex business problems to deliver multi million-dollar revenue growth initiatives by applying critical thinking, problem-solving and analytical skills. Analyse, plan and support the delivery of key business objectives, such as; new channels, new product functionalities and regulatory and compliance initiatives. Effectively partner with internal, external and international stakeholders to extract and document business requirements and translate them into cohesive user stories • 2021 Lion Award winner for contributions to the successful launch of the new channel. • Successfully launched two new mortgage channels resulting in over $3B in new mortgages in the past 2.5 years. • Work in tandem with business to translate requirement into user stories; • Redesigned marketing campaign pr

Plan, design and implement activities that generate leads and improve customer experience. Manage Retail Bank and Wealth Management marketing campaigns, optimize HSBC public website and oversee the execution of the SEO strategy. Currently assigned to the Retail Transformation Project to drive the implementation of new digital channels and increase the digital engagement of the customer base. ✔ Launched self-service tablet pilot at 24 retail branches across Canada which has reduced teller transactions and increased customer digital engagement and improved branch KPIs.✔ Spearheaded the creation of a new role at retail branches that decreased over-the-counter transactions by 37%.✔ Redesigned marketing campaign landing pages which resulted in an 18% increase in customer response rate.✔ Oversaw Search Engine Marketing activities; worked with Agency to create and manage delivery of SEO roadmap. ✔ Led project team to launch the mobile version of the hsbc.ca website.

Applying my previous extensive expertise in sales, customer service and process optimization, I devise and execute strategic online initiatives and ignite product excitement to drive increased website traffic and sales conversion that would boost profitability for affiliate third-party products across multiple industries.Collaborating directly with the clients, I conduct consultations to identify their business needs, analyse untapped markets, carry out market research, as well as develop and deploy efficient marketing strategies to maximise customer’s sales. I specialize in utilizing natural, organic Google keyword campaigns to attract traffic to affiliate websites, and personally lead projects that involve teaming up with multiple strategic partners to design effective websites and create keyword campaigns and articles.✔ Expertly consult with clients to identify needs; analyze underserved markets, conduct market research, and develop effective strategies. ✔ Develop websites to promote affiliate products, delivering increased conversion rates. ✔ Propel traffic to third party websites to generate sales and commissions. ✔ Successfully implement social media communication strategies, contests and Facebook ads.

As Operations Associate for Toronto location of this global luxury jewellery brand, I stood at the helm of all operations and shepherded a broad range of functions, including customer service, inventory management, and shipping and receiving. By interacting and communicating directly with customers, I went out of my way to ensure accurate and timely completion of their repair requests. I also orchestrated a broad range of process optimizations, successfully enhancing customer experiences and driving profitability growth. ✔ Developed national incentive program for newly launched product line targeted to deliver nearly $400K in additional revenue. ✔ Centralized customer requests, reducing costly errors and oversights by move than 10%. ✔ Nominated by management and won “Atlas Award” for performance excellence.

During my employment with Mr. Sub I managed 3 franchise locations (one on a permanent basis, and two others as needed) with combined revenues of $1.7M. I ran all day-to-day operations - from inventory management, cost-control, and customer satisfaction and retention, to hiring, training and supervising 8-10 employees. ✔ Hired and trained staff; provided team leadership and direction to 8 – 10 employees. ✔ Managed day to day operations, inventory and cost control, and customer experience. ✔ Successfully served over 1500 customers daily within Canada’s Wonderland theme park during summer months.

As Program Manager for this major Canadian distributor of fixed-income Registered Education Savings Plans (RESPs) with over $2B in assets under management, I built and led our cross-functional project teams in scrutinizing and improving 3 key business areas: online lead generation, customer relationship management, and sales support tools. To that end I fostered productive relationships with third-party agencies, and oversaw full cycle of project execution, ensuring all new online strategy initiatives were delivered on time and on budget.My key achievements in this role include: ✔ Conceptualized, developed, and executed a strategic business plan facing and successfully overcoming numerous challenges including client buy-in, lack of IT infrastructure, and inter-departmental coordination and support. ✔ Completely redesigned the end-to-end business processes, including a CRM database, back-end systems, corporate website, and sales agent portal. ✔ Increased revenues from existing customers by nearly $1M annually while reducing the advertising expenses by 20%. ✔ Generated a 20% increase in website traffic through effective Internet campaigns. ✔ Crafting a detailed request for proposal (RFP) to solicit bids by web and content development agencies and evaluate submitted offers.

After being promoted to this position, I drew on my comprehensive expertise within the company to analyse, conceive, develop and implement sleek marketing plans directed toward 1.5 million of existing customers, managing a $1M annual budget, 2 direct reports and several project teams. As part of my work in this role, I delivered numerous programs ranging from print media and direct mail to Internet marketing and sales incentives, and forged partnerships with advertising agencies, affiliates and internal departments. I also introduced several call centre upsell initiatives and supervised sales training and sales incentive programs. My key contributions in this role included: ✔ Analyzed, created, and implemented marketing plans directed toward 1.5M existing customers. ✔ Forged, managed, and leveraged relationships with ad agencies, affiliates, and internal departments, delivering targeted marketing and promotional initiatives resulting in a 33% increase in sales. ✔ Recognized for driving consistent growth of movie package subscriptions over 10% annually for three consecutive years. ✔ Increased sales per call by 20% through the implementation of dynamic CSR tools. ✔ Developed sales incentives, CSR training, whitepage documents and other promotional material, increasing sales effectiveness, resulting in a 15% increase in sales. ✔ Amplified penetration of two specialty sport packages by 55% and 78% respectively.ADDITIONAL POSITIONS AT BELL:Team Manager/Trainer/ Tech Support and Customer Service, 1999 – 2002