Lisa Pearson Email & Phone Number

Provided Superior Customer Service to Financial Partners

Kitchener, Canada Area

Responsible for all projects, system administration and support for 4 computer systems *Facilitated program to discontinue a product with minimal client impact, worked with multiple departments and ensuring all contractual requirements were met within a 5-month project timeline. *Project Lead for Customer Engagement project including 6-month pilot focused on increasing client engagement of those who are at risk of defecting to other financial institutions* Process improvement specialist averaging the implementation of 1 improvement per month which resulted in a monthly savings of 15 hours.* Consultant for the annual Crisis Response Exercise, providing feedback to Executive Committee and Director of Risk Management on strengths and weaknesses observed during exercise, identifying opportunities to strengthen weaknesses.* Responsible for vendor relationship with credit card provider with a focus on collaboration to implement efficiencies while also improving the customer experience through the development of staff knowledge.

Kitchener, Ontario

In this temporary 5 week position I delivered exceptional customer service to every customer I had the pleasure of serving. I offered consultation on planting options based on the locations of clients gardens and strived to ensure each client left with a smile. In this position I found my passion for working again, and I learned that it is what is in me that enables me to experience that passion, it is not actually the job itself. I experienced a joy and happiness every day when I went to work and I was able to bring joy to customers through the beauty of nature.It was an exciting opportunity to take this position knowing it was temporary and simply enjoying the job each and every minute while I was there.

* Managed internal and external audits including Sarbane Oxley (SOX), closing deficiencies through system changes resulting in all audits results being reported as compliant.* Responsible for all identified security incidents including the assessment, reporting and resolution, maintaining a 100% resolution rate. * Led the development and execution of two Disaster Recovery Plans with successful annual testing for 3 consecutive years.* Owned user access for multiple computer systems, designing and implementing access management processes for each application.* Contributed to system upgrade and system onboarding projects by managing all compliance and identity access functions including identification of stakeholders, prioritization of tasks, development of documentation, participation in implementation and testing* Lead representative in automating annual Identity Access Audits resulting in a time savings of 60+ hours annually* Increased customer satisfaction and improved vendor relations through the delivery of resolution on complex and high-profile incidents, providing regular communications, performing root cause analysis and acting as liaison between customer and vendor. * Managed the assessment, scheduling and implementation of system changes related to high level incidents, providing validation testing to ensure success of the changes.* Provided consultation on security and compliance requirements, inquires and issues for 5 system teams leading to an increase in project efficiencies and reducing rework as the teams began to include these requirements at the start of projects.

* Managed the Payment Card Industry (PCI) review for one computer system used across the Canadian Division of Manulife as part of a company wide assessment, presenting findings to Executive Management. * Executed annual Identity Access Audits resulting in 100% response rate* Indirect leadership of support team including:  - Development of an offshore team so that support functions were shared between two locations resulting in increased business continuity  - Collaborated to manage 600+ password resets, 100+ user access requests, 10+ medium to high incidents and 1000+ minor incidents and inquiries per month.* Monitored compliance with Service Level Agreements by the support team with a 99% success rate.* Managed all escalated end user incidents, seeing each one through to successful resolution.* Coached and mentored junior staff, building a culture of customer service focused with a "go above and beyond" mindset indirectly resulting in promotions of team members.* Led incident management of medium to high incidents with multi-user impact: developed rapid recovery plans to speed up the resolution process, resulting in a two to four-hour efficiency* Responsible for transitioning new Contact Centre Technology from project to steady state, developing a support model, Service Level Agreements, processes and implementing an on-call schedule to provide off hours coverage for emergency changes or incidents.* Resourced to multiple system upgrade projects - Tasked to identify training requirements for end users resulting in pre-recorded training sessions rolled out to 4,000+ users - Represented the support team, developing documentation surrounding new system errors, process changes and support transition requirements as well as performing user acceptance testing and support team training, which enhanced the support teams ability to provide support post-upgrade

Waterloo, Ontario, Canada

* Developed procedures and streamlined processes for the Billing and Payments functions in Individual Insurance and Investment area's* Provided training and coaching to new hires* Resourced to a special investigations team for a one year period to research fraudulent advisor activities

Health And Life Coaching And Wellness, Certified Health Coach

Associate Business Continuity Professional (Abcp), Business Continuity

Activities and Societies: Completed the BCLE2000 program and obtained certification as an ABCP (Associate Business Continuity Specialist)

Associate'S Degree, Social Work