• Social Profile Management• Small Business Social Media Consulting• Online Community Management & Creation• Customer Service Management & Consulting• Web Research & Content Creation

• Generate and drive quality traffic to client websites using traffic sources such as PPC, online marketing and social media strategies• Perform competitor and keyword research to ensure campaigns are highly focused and competitive• Perform Search Engine Marketing and optimization• Monitor, test, and tweak marketing campaigns for highest efficiency and profits for the least cost

• Created and managed online marketing promotions from start to finish for all of Advantex's online shopping malls• Determined areas for improvement on the malls and increased advertising space by over 600%• Negotiated increased rates from selected sponsors to support special promotional offers• Worked with internal departments and external vendors to develop new copy and graphics for each promotion• Monitored campaign performance to identify and resolve issues on the fly• Tracked and evaluated campaign results and provided recommendations

• Managed all implementation project phases for each client, documented project outcomes and distributed information• Provided aspects of client implementation for multiple concurrent clients including project and scope planning, measurement recommendations and scheduling training• Maintained strong relationships with all clients• Performed troubleshooting for software issues with clients• Built customized client databases in the software• Provided Administrator training sessions onsite and via internet• Provided End User training sessions onsite and via internet

• Consulted with manager and director on departmental strategic initiatives involving the Performance Management (PM) software• Managed ongoing administration, upgrades and optimal performance of the PM software externally and internally including liaising with the PM software provider• Provided all aspects of client implementation for multiple concurrent clients including project planning, scope planning and measurement recommendations• Identified client needs and customized the PM software by making design and development modifications• Performed software technical tests, software builds, import creation and troubleshooting• Provided all end user training and peer training on use of software

• Managed Remote Administration team; monitored projects, assigned resources, delegated workloads• Performed remote administration implementation project phases for each client and documented project outcomes• Maintained strong relationships with all Remote Administration clients• Supported team-mates and other departments as a product knowledge expert• Trained and mentored Implementation Specialists on implementation and performance management best practices• Created internal pbviews software/performance management training document for Implementation Managers and Directors• Created all topics and managed development of content for all Master Class training sessions at annual performancesoft 2005 User Group Conference

• Trained new employees and assisted in identifying and building the skills needed for their future growth• Counselled low performing employees to overcome deficiencies• Identified and enforced deadlines to ensure client satisfaction• Created process changes to improve efficiency and quality• Facilitated weekly customer support operational meetings• Assigned and monitored customer support workload assignments• Liaised with U.S. parent company to troubleshoot IT problems and maintain fully functional hardware and software• Handled complex report inquiries from clients and provided detailed explanation and breakdown of report components

July 1999 – January 2000: Client Account Representative• Performed the combined responsibilities of the Client Service Representative and the Administration Representative roles detailed below• Co-ordinated and implemented contract set-up for new clients• Provided ongoing training to new team membersMarch 1999 - July 1999: Member of Pilot ProjectI was chosen to participate in a special Pilot Project to determine the feasibility of combining four separate U.S. Pension division jobs into one through immediate implementation and evaluation. This was a trial by fire project where we jumped in from day one to see if it could be done and made changes as we went.• Tested the proposed reorganization of job roles and responsibilities for the U.S. Pension division while still providing excellent service for existing clients• Recommended only two positions be combined• Developed training guidelines and job parameters for the new role to ensure its success• Provided training to colleagues in pilot project on newly integrated functions and responsibilitiesAugust 1998 - March 1999: Client Service Representative II• Managed incoming telephone queries and requests from U.S. Pension clients• Investigated and resolved client issues and upheld service standards• Achieved strong partner relationships with clientsSeptember 1997 - August 1998: Administrative Representative I• Provided quality administrative services to clients by processing and maintaining accurate and timely records and pension transactions• Performed problem-solving and account reconciliation