Mark Currie Email & Phone Number

Mississuaga

Toronto, Ontario, Canada

With my family, we made the decision and took the opportunity to act as a home school teacher for my son and assist with his development.

Toronto, Ontario, Canada

• Led a complex multi-vendor direct promotions program across the province with end-to-end responsibility for recruitment strategy, training, infield implementation through vendor performance evaluation
• Drove a high-volume credit card acquisition campaign of 400+ monthly activations at multiple venues and national partner organizations such as Sobeys, Shell, Toronto FC, trade shows, universities, and colleges
• Successfully achieved the acquisition of 25,000 accounts annually through development of sales strategies to optimize performance with a focus on account usage and spend.
• Design and execute plans for incremental account acquisition by seeking new venues, event participation and marketing partnership opportunities
• Guide vendor recruitment strategy and team building initiatives to create strong collaborative culture that aligned with BMOs core values
• Led key training initiatives with vendor employees to ensure compliance to process and procedures and to build a sales team with a focus on professionalism, integrity, and upholding BMOs brand promise

Toronto, Ontario, Canada

• Retail Partnership Marketing Sales Manager - GTA 2010 – 2015
• Selected to oversee an acquisition program in the GTA at inception of a new national credit card partnership with Sobeys
• Developed comprehensive program from ground up which included establishing operating parameters, key performance metrics, vendor goals and objectives
• Act as a BMO ambassador with Sobeys retail managers and head office leaders to advocate for the value of the card program and mutual opportunity for both BMO and Sobeys
• Developed and led training modules for new team members which included practical application processes, sales ethics and professional standards, customer focus, and integrating BMOs corporate values
• Oversight of infield sales audits and mystery shop program within the region

Toronto, Ontario, Canada

• Responsible for the performance management of 30+ direct reports
• Acted as the key point of contact for customer escalations in the Call Centre and liaison for HR related issues
• Accountable for assessment of call quality, measurement of NPS metrics and delivery of performance discussions to ensure achievement of call centre goals
• Successfully introduced the Senior Monitoring Program and enhanced the call monitoring grids resulting in an improved level of service in the Call Centre
• Responsible for intake process for new hires to the contact centre including resume evaluation and face to face interviews
• Received distinguished marks in multiple Annual Employment Surveys, highlighted by 92% positive result in Manager category

Toronto, Ontario, Canada

• Responsible for the performance management of 15 direct reports in the department
• Successfully conceived and implemented new scorecard identifying key performance measurements for delivery of year-end evaluations
• Collaborated with contact centre partners on Chargeback Pilot project to reduce case volumes and improve customer experience
• Facilitated the quarterly and yearly evaluation of the chargeback and retrieval officers and developed career plans with each team member
• Represented the bank at National Issuer Chargeback Conference to update governance knowledge and enhance dispute resolution tactics
• Awarded the annual Best of the Best award for my achievements throughout the year