As a Web Channel Product Manager at Canada Post, I specialize in enhancing the user search experience through iterative improvements and ongoing enhancements. Currently, I am spearheading a project to implement AI technologies to further optimize our search capabilities. In addition to search, my role extends to managing outage communication strategies and overseeing our social media management team, ensuring cohesive and effective digital presence across all channels.Product Leadership: Define and prioritize features and enhancements based on user feedback and business objectives. Collaborate closely with development teams to ensure the timely and accurate delivery of key features, fostering continuous improvement.Customer Engagement Teams: Manage and lead the Social Cares and Tier 2 support teams, instilling a customer-centric culture. Through strategic leadership, our teams consistently provide exceptional service, contributing to elevated customer satisfaction.Data-Driven Insights: Monitor and analyze product performance metrics, utilizing data-driven insights to inform product decisions and roadmaps. This approach ensures that our digital tools align with evolving customer needs.Innovation: Keep abreast of industry trends and technologies, driving innovation within our tools to maintain competitiveness and relevance in the dynamic digital landscape.Technical Landscape Enhancement: Leverage feedback obtained through support teams to enhance and optimize our technical landscape continually.Customer Communications: Ensure the timely delivery of weather-related and technical outage communications to customers through the website's banner tool.

•Manage the assignment and resolution of consumer issues reported via Social Channels and/or Call Center helpdesk•Mentor and develop staff, and oversee new employee onboarding and training •Work with internal stakeholders to ensure consumer reported issues are fully documented and resolved in an efficient manner•Identify social media and/or call trends and provide scripts to call center and social media community managers for ongoing issues •Identify and suggest enhancements and work with internal stakeholders to implement product changes•Create a culture of continuous improvement and information sharing and ensure suitable processes are in place to better customer experience

•Responsible for daily proactive and reactive engagement with the Canada Post Social Media Customer Service Twitter and Facebook channels.•Respond to customer inquiries and questions over all social media channels •Monitor presence, content and conversations across various social media channels including Facebook, Twitter, LinkedIn, Instagram, YouTube, and blogs•Monitor social media discussions and identify potential issues that should be escalated to various teams within the company.

SocialMedia.org is the community for social media leaders at the world's greatest brands. As a Board Member, I represent our company in high-level, confidential discussions with other senior leaders at major organizations.

•Provide assistance with investigations and client problem resolution to the call centre in regards to payments, deposits and chequing inquiries and concerns•Continuously identify areas of improvement in processes for both department staff and clients•Subject matter expert in all areas of payments including deposits, cheque clearing, electronic funds transfers, email money transfers, pre-authorized debits and bill payments, and ABM machine issues and investigations•Train and support new associates; created training material and employee on-boarding presentations•Processing of Tangerine Chequing including ABM adjustments and cards.•Process all daily reports and monitor several team inboxes•Problem solving and investigation of client accounts; troubleshooting with various departments to identify problems and find quick solutions•Participate in testing of new processes and systems, and development of training material as required by the business.•Update and create procedures and guidelines as new processes are introduced or changed.• Create procedural docs, training manuals, and corporate communications on volunteer basis for department heads