As a Senior Manager of Client Services at AND Agency, I led a tight knit team of project managers to deliver on a variety of project types that include CX research, dashboard reporting, digital, technology & I.T based initiatives & call centre/retail transformationsAs a team leader, I...- Constantly push myself to become a better people manager- Constantly push my team to go out of their comfort zone- Like to challenge other’s thought process and can ask many questions (there’s substance behind the questions, I promise)- Continuously try to plan 3 steps ahead of what the PMs need to be successful in terms of governance, tools, and processes - Think of creative solutions to solve business needs- Always think something can be done (always)- Have a knack for bringing cross-functional teams together- Believe in going above and beyond for our clients, team and company- Recently expanded into our Marketing area, with a focus on Retail Store wall designs

- Partnered with LOBs across brands, as a CX research consultant to utilize insights to improve CX strategy & identify market opportunities- Developed custom CX programs by channel that reflected the unique characteristics, goals, and challenges to help teams meet KPI targets & extract actionable insights- Led redesign of legacy CX surveys by applying research best practices & effectively driving higher customer engagement & response rates by 20%+- Liaised with vendors and channel primes to ensure all program aspects were operating effectively and accurately to maintain data integrity, in which results were used across the organization for compensation and shared at the C-level

• Accountable for one of the division’s largest research programs in terms of client relationship, profitability/budget, as well as the overall operational execution• Identify cross-sell opportunities by assessing client needs and developing solutions to enhance research programs• Consult in and define best practices in terms of survey design, sampling, survey programming, data collection and reporting• Analyze program performance data and metrics against specifications to pin point areas of improvement and maximize the potential benefits of the research program for clients, including their frontline staff• Strategic problem resolution relating to the day-to-day management of the research programs, as well as technical issues that arise either through the data collection or reporting platform.• Mentor and oversee Project Managers on their overall growth and development• A key functional lead in division’s largest digital project, migrating studies onto a digital platform, from its design to implementation stages• A key functional lead in division’s migration from a more traditional Project Management approach to an Agile approach by defining processes, helping to create training material and on-boarding 10+ Project Managers• Improve processes for Project Management teams, and cross functionally, by identifying gaps, collaborating on finding effective solutions, obtaining buy-in from stakeholders and implementing the changes

Project manager for one of the largest Research programs:• Managed on-going research projects in terms of fielding, program and reporting requirements through daily oversight and project management activities• Responsible for leading ad-hoc projects, mainly technical, through-out entire lifecycle from initiation to closing, while meeting objectives and ensuring client satisfaction - Developed project governance - Worked with stakeholders to establish project scope, gather requirements & BRDs - Created WBS' & project plans - Facilitated planning sessions and regular project status meetings - Monitored project progress and resolved roadblocks - Managed resources and timelines throughout - Kept stakeholders informed and managed expectations - Issued dashboards and status reports - Followed change control processes - Helped to develop QA plans & reviewed deliverables to ensure all requirements are met - Handled all client communication• Build strong relationships with the client and internal cross functional teams• Scope and create formal sales quotations

As the sole account coordinator within this boutique interactive advertising agency, my roles and responsibilities were diverse, which include:• Performed as the sole Account Coordinator for over 20 projects from initiating to closing phases• Projects included interactive / e-commerce websites, Flash demos, advertising banners, videos, 3D videos, content management systems, Facebook applications, blogs, social media optimization• Wide range of industry experience such as telecommunications, magazine publishers, business to business, business to consumers, realty & non-profits• Strategic planning and research to improve client strategies and generate sales

Executed a market research project, by conducting interviews, focus groups, surveys and in-store observations for a large supermarket chain. Topics included customer service, store operations and employee concerns/satisfaction.