Marla Kailly Email & Phone Number

Calgary, Ab, Ca

With a vision of a hunger-free community, I have the exciting challenge of managing and growing our satellite locations that bring emergency food into Calgary communities, providing greater options for access for our clients. This role includes stakeholder and partnership engagement with agencies that provide services to clients directly, or in a wraparound approach. Ongoing program evaluation concerning client satisfaction with food quality, access to food, agency effectiveness and Food Bank performance and activity. Our locations are mostly operated by frontline volunteers, involving training and engagement for assembling food hampers, and engaging clients with sensitivity. In addition I administer a breakfast program which currently provides food to a variety of schools in the Calgary community, in a relationship between a partner agency, local schools and the Food Bank to ensure quality food for students, stretching funding dollars further.Community engagement activities include client focus groups, facilitating multi-agency meetings regarding children and food insecurity, community projects with university students, educational presentations, and tours.

A role created to ensure the sales team is able to increase revenue with the full support of internal teams by providing effective proactive solutions that satisfy systemic customer challenges. This included; customer onboarding, analysis and collaboration with operations to ensure service and freight handling issues were rectified, communicating pricing requirements and related business costs, and coaching customer service agents to be aware of particular service requirements.This role also included the following:►working with the sales group focusing on educating and coaching in order to understand our company objectives and successfully sell our services, building long-term, viable customer relationships, also managing an inside sales team of 6 located throughout western Canada►internal and external communication pieces, and design of new marketing materials for our customers and website►assisting in the creation of a new inbound customer service call centre which included hiring and training, designing training materials, developing KPI’s, budget evaluation, and office design

Canadian Freightways

Our IT team was tasked with migrating our software to a sister company’s platform and due to the size and nature of the project, I was asked to join the team as a Business Analyst. With our Project Manager in Montreal, I was an on-ground extension of that role. A crucial aspect of this position was regular interaction with all stakeholders –colleagues, management and our executive team, as well as communication in the form of written reports and presentations to ensure all parties were kept informed of the overall project status. Employee engagement was critical in order for this project to be a success, and to elicit feedback and ongoing evaluation of needs, and programming requirements. Regular interaction with all employees in the form of one-on-one and/or group meetings helped our project stay on track and ensured a clean transition. Training for our 800 frontline and office team members, and our customer base included videos, brochure style cheat sheets, reference manuals, and live education sessions.

The Business Centre and Customer Care inbound call centres and administrative groups directly interact with customers. These two teams comprised 40 team members in Calgary and Lethbridge, responsible for educating customers on service options, dealing with challenges that may arise, and successfully selling the company. As a result, the focus of my role was to hire, train and coach both teams to bring out individual strengths, helping each one to build strong customer relationships. Where necessary, processes and procedures were created or revised to ensure changing customer needs were responded to proactively.This role was integral in my desire to keep serving our customers in a meaningful way while being held accountable for specified performance criteria which included; customer service KPI’s, revenue growth, and cost reduction and administrative streamlining.

Non-Profit Leadership Development

Non-Profit Management Certificate

Bachelor Of Science (B.Sc.), Geography