Katherine Radojewski Email & Phone Number

Banff, Alberta, Canada

- Created and managed client delivery tools such as Slack, JIRA, Clarizen, Salesforce, Confluence, Guru, and Google Suite to showcase project status, risks, issues, key milestones, and accomplishments internally, and with external stakeholders. - Independently led the on-time implementations of feature releases from kick-off to production. Including facilitating design and copy review, User Acceptance Testing (UAT), bug prioritization and resolution. - Owned client and stakeholder relationships through cross-functional communication with engineering, product, design, CX, marketing, and business teams.- Supported the Senior Technical Implementation Manager on multiple large-scale implementations with day-to-day delivery tasks, internal and external communication, and overall project execution as we tracked toward upcoming milestones.

Toronto, Ontario, Canada

- Owned the creation, implementation and on-going maintenance of CX infrastructure, processes, and Standard Operating Procedure (SOP) documentation for League’s first B2C product- PC Health supporting upwards of 1 Million potential users in partnership with Loblaws Companies Limited Inc.- Led 25+ B2B client implementations for the Customer Care team; led client-facing discovery, 10+ client specific team trainings, assessments, and resource creation- Co-chaired the refinement and standardization of our knowledge base (Guru) to improve search efficiency, decrease average chat resolution time and contribute to our overall trust score of ~97%-Was the subject matter expert for agents' client-specific escalations post-implementation, creating and refining resources and processes, which drove improvements in knowledge management- Represented Customer Care as a delivery lead in ongoing enterprise client-facing meetings which supported improving client trust and satisfaction post-implementation

Toronto, Ontario, Canada

- Provided exceptional customer service while helping members better understand their benefits, and achieved an overall 96% CSAT score for direct member interactions (Email, Live Chat, & Phone)- Identified gaps in processes and knowledge and worked cross-functionally with internal teams to seek resolution-Assisted team leads with hiring through completing interviews and the reviewal of job applicationsFrequently liaised with plan administrators, carrier contacts, and internal teams to identify and resolve customer issues- Health and Lifestyle Spending Account Claim Adjudication

Ottawa, Canada Area

-Responsible for qualifying customers and leasing high-end, luxury, apartment rentals-Provided exceptional customer care and created an "At Home" experience for CLV clients-Maintained consistent contact, follow up and resolution to any current/prospective resident inquiries and concerns-Responsible for lead generation-Planned and executed events-Business process documentation and quality assurance -Responsible for competition analysis and creating and maintaining competition reports-Administrative leasing support-Responsible for accepting, reviewing, and processing rental applications-Maintained client records by regularly updating account information-Contributed to a business development plan for Forest Ridge Apartments and Townhomes by CLV Group

Ottawa, Ontario, Canada

-Responsible for the management and coordination of all Brand Ambassadors-Worked directly with the marketing department to ensure that processes were in place for successful event execution as well as day to day responsibilities -Participated in weekly meetings with the Marketing Event Coordinator and the Regional Sales Manager-Responsible for the creation and maintenance of monthly team schedules-Ensured a positive work environment for my team -Maintained an employee oriented company culture that focuses on quality, employee retention, and development

Ottawa, Canada Area

-Used promotional strategies to strengthen the customer/service relationship and increase brand awareness in the Ottawa area-Engaged in marketing efforts to support the on-going rental activity-Used guerrilla marketing to promote CLV Groups properties at events throughout Ottawa-Increased brand awareness for CLV Group and LIV Apartments -Worked with customer care coordinators on business development and partnerships-Responsible for the design and setup of model suites-Responsible for taking photographs to be posted on corporate social media accounts

Ottawa, Canada Area

-Prioritized customer needs and delivering exceptional customer service-Handled customer complaints and returns-Responsible for weekly visual merchandizing -Received and processed stock-Continuous strengthening of product knowledge -Responsible for meeting weekly sales goals-Effectively opened and closed sales processes -Responsible for the updating of weekly reports to be sent to head office-Effective use of MS Excel

Brantford, On

-Displayed a strong level of teamwork and respect for company policy and procedure-Demonstrated exceptional customer service skills and a positive attitude-Effectively opening and closing sales processes-Received and processed stock-Ensured constant stock replacement on store floor

Certificate, Product Management

Foundations Of Project Management, Project Management

High School

Activities and Societies: Relay For Life Committee, Student Council, Social Justice Committee, Mock Trial Team Member (2012 Provincial.

Bachelor’S Degree, Honours B.Sc With Specialization In Human Kinetics

Activities and Societies: Faculty of Human Kinetics 101 Week Volunteer- 2013