Operations Manager of Training for Tim Hortons North America

Owner and creator of The Grounding Room Reiki Wellness Center

I work with RTRC to assist in their dog rescue efforts. I have 3 rescue dogs. A few of my responsibilities are to re-home, foster, transport, rehabilitate, and microchip dogs that we receive from international destinations.

Program Manager of Sales Readiness, Enablement, and Process Improvement at Telus Communications (Formerly ADT Security)

TMS for Loblaw

Monitor the Real-Time operation of the call queues and service levels in national call centers. Oversee vacation requests, unpaid leaves, illness coverage and time bank, for all staff members. Assist management in maximizing schedule adherence of agents company wide. Perform audits weekly. Help to maintain the schedules of all call centre agents across Canada.Help leadership in choosing the best times to schedule product knowledge tests, coaching, meetings, and any… Show more Monitor the Real-Time operation of the call queues and service levels in national call centers. Oversee vacation requests, unpaid leaves, illness coverage and time bank, for all staff members. Assist management in maximizing schedule adherence of agents company wide. Perform audits weekly. Help to maintain the schedules of all call centre agents across Canada.Help leadership in choosing the best times to schedule product knowledge tests, coaching, meetings, and any departmental requests.On call to assist whenever needed, and utilize different skills based on current business needs. Show less

- Assist customers in expanding their accounts with Rogers by adding services and selling the business solution - Outbound sales calls using systems such as Salesforce, Sales Assist etc… - Ability to work both on and off site, meeting clients when necessary - Cold calling and prospecting on a daily basis in order to exceed monthly targets set by an annual revenue target- Proficiency using tools such as KANA, Bold Chat, ICM, SGI, and Vision 21 in every day work.

- Assist customers and internal agents with account maintenance and escalations. Wireless and Wireline trained.- Ability to follow trends, monitor the service levels, and queues, while working with a small team of only 6 agents.- Proficiency using tools such as KANA, Bold Chat, ICM, SGI, and Vision 21 in every day work.

- Assist customers in making changes and updating their business account, while instilling and improving the reputation and focus of the Rogers mission through excellent customer service. High focus on sales. - Worked with the launch and maintenance of the Hero Program and assisted with training the classes alongside management. Created lesson plans, and the “Hero Huddle Guide” as a guide on how to lead team managers in training their teams in hero.- Creator of “The Adjustment Project”… Show more - Assist customers in making changes and updating their business account, while instilling and improving the reputation and focus of the Rogers mission through excellent customer service. High focus on sales. - Worked with the launch and maintenance of the Hero Program and assisted with training the classes alongside management. Created lesson plans, and the “Hero Huddle Guide” as a guide on how to lead team managers in training their teams in hero.- Creator of “The Adjustment Project” with director approval, working to reduce the revenue disbursed in credits through BSD annually. Show less

- Working with the 2016 Census team in visiting the public at their residences to educate them in the importance of the Census. The purpose of the program. Tracking and reporting to Statistics Canada.

- Work with clients to create designs to make their vision reality. Work with many different types of events, from office galas, to weddings. Work to acquire contracts with new vendors.- Lead and coordinate a group of volunteers in a variety of tasks. Delegate in a time effective and efficient manner.- Handle the Organized Stress with a critical thinking and outside of the box approach to overcoming obstacles daily and focusing on the final product and end goal of the event… Show more - Work with clients to create designs to make their vision reality. Work with many different types of events, from office galas, to weddings. Work to acquire contracts with new vendors.- Lead and coordinate a group of volunteers in a variety of tasks. Delegate in a time effective and efficient manner.- Handle the Organized Stress with a critical thinking and outside of the box approach to overcoming obstacles daily and focusing on the final product and end goal of the event. - Create scheduling plans, instructional plans, and the layout of our vendor booths with the venue staff, grounds crew, vendors, volunteers, and show performers. Openly recruit by visiting local high schools to have students earn their community involvement hours through volunteering at our event. Show less

- Report to building management and attend to their tasks. Schedule client meetings, and customers for classes run by the city. Answering calls and assisting customers on behalf of the building director and senior manager.

- Responsible for training classes ranging from the age of 8 months to 60 years old. - Scheduling, Planning, Co-ordinating classes and students. - Evaluating performance and reviews for both agents and students over periods of time ranging from one day classes to 6 month classes. - Maintaining a standard in accordance to National Life Saving Society, also adapting to the change of transition when Brampton stopped using Red Cross Standards, and made the change to the Life Saving… Show more - Responsible for training classes ranging from the age of 8 months to 60 years old. - Scheduling, Planning, Co-ordinating classes and students. - Evaluating performance and reviews for both agents and students over periods of time ranging from one day classes to 6 month classes. - Maintaining a standard in accordance to National Life Saving Society, also adapting to the change of transition when Brampton stopped using Red Cross Standards, and made the change to the Life Saving Society. Show less