Kim Wilson Email & Phone Number

Waterloo, On, Ca

Kitchener, Canada Area

Waterloo, On

Empowering older adults to embrace technology to enable them to live a more independent and connected lifestyle.~Initiated research and studies to create business plan~Analyzed research results to understand needs and develop solutions~Designed and developed learning plans using Adult Learning Principles~Providing hands-on and personalized learning based on needs analysis~Designed, produced and hosted a television program for RogersTV consisting of ten episodes

Waterloo, Ontario, Canada

Supporting sales and service teams, each with separate and distinct functions, to develop "best-in-class" expertise. Provided performance and process improvement consulting to ensure practices, policies and procedures are corporate and legislation compliant. Scope of accountability included: new team member onboarding, on-going talent and leadership development, developing and implementing robust training strategies/best practices to ensure national consistency.~ Initiated the design, development, implementation and administration of instructor-led, in-class and on-line training programs for nationally dispersed teams~ Analyzed performance trends to ensure training programs supported increased performance in critical business issues (i.e. cost effectiveness and customer focus)~ Conducted needs analysis to identify training needs that led to the creation of an on-boarding program~ Designed and implemented a process for gathering/analyzing metrics to assess training effectiveness~ Based on feedback, developed/implemented strategies to ensure knowledge acquired translated to knowledge applied/practiced resulting in a positive impact to the ‘bottom line’~ Coordinated and delivered national education conference for 200+ employees by sourcing appropriate speakers through tender, developing and delivering education sessions, contracting with venue, working through all travel logistics and much more.~ Coached sales and service managers/directors to ensure national leadership consistency~ Implemented and maintained a Learning Management System (LMS)

Waterloo, Ontario, Canada

Accountable for the development and delivery of Private Health Services products and services for Sun Life plan sponsors, driven through innovation, operational efficiency and customer insight. Effectively managed multiple project teams of varying size through successful planning, design and implementation. Product development focused on providing members with optimal protection throughout all phases of life planning.~Prioritized and managed multiple projects within specifications and budget restrictions~Reviewed existing product offerings to mitigate risk (legal, tax, legislative exposure)~Performed market and competitor research to identify needs for robust cost containment solutions in the pharmaceutical products~Managed development of innovative offering that reduced implementation time by 50%~Developed go-to-market launch plans that included managing internal and external rollout, training and communication strategies

Waterloo, Ontario, Canada

Client-focused relationship manager, dedicated to exceeding client expectations, maintaining strong, strategic working relationships with clients to gain their trust and respect. Creating and supporting client retention strategies for new and existing customer base.~Established and maintained relationships with Plan Sponsors, Brokers and Consultants~Participated in short list and finalist presentations with Account Executives~Lead implementation project of new installations and complex amendments by acting as as liaison between client, IT, underwriting and compliance to develop a robust, highly customized client solution ~Provided training sessions and presentations for plan sponsors and members to ensure full understanding of products and services~Pro-actively monitored trends to identify process gaps and help implement improvements ~Assessed client needs in order to identify new opportunities~Initiated pro-active service calls/visits to clients

Kitchener, Canada Area

Responsible for the day to day management of the Customer Services Department. Providing leadership and direction to the Customer Services Representatives to ensure that an excellent standard of service is provided and maintained.