Training and coaching enthusiast known for inspiring winning teams. Cultivate an environment of continuous operational improvement, optimism and joy. Lead by example, achieving client experience excellence and optimal business outcomes.

In a fast-paced environment, delivered comprehensive frontline customer support for both internal senior leadership, sales employees across Canada and external partners, with sales, technology, and business operations expertise. • Proactively met or exceeded client expectations through timely and effective resolution of problems and complaints, being described as “…one of the most, if not the most, helpful person in the company.” • Teamed up with all pertinent departments to create… Show more In a fast-paced environment, delivered comprehensive frontline customer support for both internal senior leadership, sales employees across Canada and external partners, with sales, technology, and business operations expertise. • Proactively met or exceeded client expectations through timely and effective resolution of problems and complaints, being described as “…one of the most, if not the most, helpful person in the company.” • Teamed up with all pertinent departments to create a comprehensive onboarding process for new sales hires, reducing employee ramp-up time to productivity by 25%.• Automated referral partnership contracts and commission payment procedures, boosting efficiencies 30%; researched and implemented Octiv, Salesforce-integrated platform. • Transformed management of national partner events from a manual process to an automated one with Exhibitforce (Salesforce-integrated); significantly raised productivity by providing a modernized approach to all event planning activities. Collaborated with internal and external stakeholders, housed relevant event documents, and managed process effectiveness as well as budget negotiations. Show less

Established and articulated strategic plan and direction to team. Developed quality of customer interactions and sales conversions. Recommended improvements for call centre efficiencies and effectiveness (systems, process, and scripting enhancements). Managed $500K+ budget with 16 direct reports.• Recognized with President’s Leader Award for building a culture that produced results through operational accountability, strengthening the department with right team, and providing an… Show more Established and articulated strategic plan and direction to team. Developed quality of customer interactions and sales conversions. Recommended improvements for call centre efficiencies and effectiveness (systems, process, and scripting enhancements). Managed $500K+ budget with 16 direct reports.• Recognized with President’s Leader Award for building a culture that produced results through operational accountability, strengthening the department with right team, and providing an environment where people loved what they did. • Mentored staff for internal promotions, resulting in 60% successfully reaching their career goals and growing the organization. • Consistently met or exceeded objectives and key results (OLR’s, internally referred to as KPI’s) every quarter with positive team leadership • Delivered targeted training and coaching, rewarding top contributors and managing poor performance while maintaining budget and reducing operating costs. • Pioneered 1st Annual Consumer Channel summer event, encouraging collaborative relationships between consumer sales team and consultants. • Sourced and implemented the Instant Website Response Project, driving 90% reduction in duplicate file creation and streamlining internet correspondence. • Co-chaired 1st corporate Occupational Health and Safety Committee for 2 years; team established practical complaint handling procedures, implemented an employee wellness room, and provided individual ergonomic workstations. Show less

Managed and developed a team of 8 customer service representatives to provide service excellence, with benchmarking of call performance, tracking success of objectives and key results (OKR’s, internally referred to as KPI’s), and focused areas of improvement. • Received President’s Employee Recognition Award for being instrumental in change management, enriching team and corporate morale, and launching corporate Joy Club.• Spearheaded company Joy Club, creating the catalyst in entering… Show more Managed and developed a team of 8 customer service representatives to provide service excellence, with benchmarking of call performance, tracking success of objectives and key results (OKR’s, internally referred to as KPI’s), and focused areas of improvement. • Received President’s Employee Recognition Award for being instrumental in change management, enriching team and corporate morale, and launching corporate Joy Club.• Spearheaded company Joy Club, creating the catalyst in entering and winning “Best Workplaces in Canada” 2012• Strategized to promote team collaboration and collective goal realization by attracting, training, and advancing staff while maximizing technologies for high-value client experience. • Recognized with Consultant of the Quarter Award in first 2 quarters for exceptional client service and exceeding set targets; subsequently promoted to Team Leader (2008). Show less