- Customer Success, Onboarding and Knowledge Base Lead focused on improving the customer experience and on customer retention- Developed the ShareVision Customer Check In Program- Sales lead for all existing customers including add-on features, subscription upgrades and prepaid hours- Created and delivered customized communication advising customers of price increases, service changes and end of life for earlier versions- Developed and delivered a crisis communication plan for… Show more - Customer Success, Onboarding and Knowledge Base Lead focused on improving the customer experience and on customer retention- Developed the ShareVision Customer Check In Program- Sales lead for all existing customers including add-on features, subscription upgrades and prepaid hours- Created and delivered customized communication advising customers of price increases, service changes and end of life for earlier versions- Developed and delivered a crisis communication plan for customers following major outages and a data centre move- Successfully managed escalations as a result of the outages & the data centre move and almost all customers renewed their annual subscriptions- Designed and implemented a plan to standardize subscriptions and pricing, eliminating 40+ different subscription models for 250+ customers- Review and analyze customer requirements, provide setup and/or design suggestions and upsell subscriptions and/or add-on features- Responsible for all subscription upgrade estimates and add-on sales for existing customers- Lead for the version 4 Knowledge Base overhaul and creation of the knowledge base for the most recent version (Simply ShareVision / V5)- Responsible for resolving all customer escalations including following up on every low NPS score- Provide training to customers, new hires and existing team members- Coach team members on communication strategies when engaging with customers- Prepare and present quarterly Customer Success, Onboarding and Retention data Show less

- Training Lead responsible for planning, curriculum & creating collateral (including videos, online training & content, and documentation) - Schedule, plan and deliver monthly Lunch ‘n’ Learn webinars - Have improved the quality (both content & layout) of customer facing documentation including one-pagers and user guides by standardizing the design and incorporating Leankor’s branding (Adobe Creative Suite)

- Operations Management Team member- Develop, report on and analyze department KPIs- Monthly & annual billable time review including analysis & forecasting - Lead the weekly Client Scrum & co-lead the monthly Process Improvement Meetings- Schedule & prioritize team tasks- See additional responsibilities: Print Audit – Project Coordinator

- Lead full lifecycle of implementations including Kickoff, Business Analysis, Functional Specification, Testing and Training- Deliver on-site & online training, supporting user adoption - Create training material including videos, one-pagers and user guides- Create Statements of Work, Project Plans & Project Updates- Negotiate Change Requests- Deliver training and lead change management / user adoption- Resolve escalated client issues

- Provided oversight of the Communications and Community Engagement project management portfolio including initiation, negotiations with internal and external business partners, analysis, KPIs, implementation, ongoing monitoring, and evaluation- Created training material for hospital staff, patients & their families and the public - Managed the interns and student placements including recruitment and evaluations- Managed the Corporate Deals: liaised with businesses (community… Show more - Provided oversight of the Communications and Community Engagement project management portfolio including initiation, negotiations with internal and external business partners, analysis, KPIs, implementation, ongoing monitoring, and evaluation- Created training material for hospital staff, patients & their families and the public - Managed the interns and student placements including recruitment and evaluations- Managed the Corporate Deals: liaised with businesses (community, provincial and national) to establish corporate deals for staff, physicians & volunteers Show less

- Supported five Family Health Teams (FHTs) - Lead for the selection and implementation of new EMRs - EMR Training lead for each FHT - Evaluated end user knowledge - Created training plans & material to improve user adoption - Delivered end-user and train the trainer training- Liaison between the FHTs and EMR vendors- Lead of the development of data standardization and data input protocols - Data analysis and report generation to allow for on-going performance… Show more - Supported five Family Health Teams (FHTs) - Lead for the selection and implementation of new EMRs - EMR Training lead for each FHT - Evaluated end user knowledge - Created training plans & material to improve user adoption - Delivered end-user and train the trainer training- Liaison between the FHTs and EMR vendors- Lead of the development of data standardization and data input protocols - Data analysis and report generation to allow for on-going performance measurement and monitoring Show less

- Corporate Quality Improvement Plan (QIP) and Clinical Risk Management System (CRMS) Lead - Delivered CRMS in-person and online training to all new hires- Created training material including one-pagers and end-user guides- Project management for the Process Improvement Leads and Quality Improvement Initiatives including the hospital-wide Good Catch (Near Miss) reporting program and Safety in 3 Words Video project Words Video project

- Responsible for the patient safety incident and complaints management systems including vendor management, customization, reporting, troubleshooting, assigning user privileges, creating and monitoring system alerts and delivering user training - Lead for the evaluation and selection of a new hospital-wide patient safety reporting system (CRMS)

- Technical Lead on the CMDB (Configuration Management Database) Project, a requirement that supported achieving ISO 20000 certification - CMDB project responsibilities: business analysis, software customization and training (material and delivery) - Designed and developed solutions in SharePoint to enhance processes

- Implemented, provided training (including creating customized documentation), administered, supported and created reports for the company-wide skills database (TrackStar) - Implemented a recruitment system in SharePoint including documenting the recruitment process, developing the system to track candidates, using workflows to automate notifications to management

- Prepared monthly reports documenting cost and time consumption, billable time and expenses on each project and consultant actual vs. estimated time comparisons - Assigned resources and acted as the escalation point for the onsite consultant and client, monitoring client satisfaction

- Participated in the full lifecycle of client implementations through Kickoff, Business Analysis, Functional Specification, System Configuration, Testing and Training - Designed Incident, Problem and Change Management systems based on ITIL best practices and processes

- Assistant to the National Service Manager and branch liaison - Lead for HEAT (Helpdesk Expert Automation Tool) coast to coast implementation to track customer support complaints and requests

- Resolved customer issues regarding repair of in-warranty product

- Assistant to the National Customer Information Centre Manager