- Facilitated and coordinated a major transition of Call Centre software based platform to a cloud based system.- Lead launch of the Transitions branding campaign to eye doctors in Canada.- Responsible for the performance management and reviews of 130 employees.- Assisted with revamping the CRM Call Centre Training Program. As a result, it was more effective, cost efficient, and produced stronger candidates.- Investigated and implemented changes to the CRM inbound call program. While still maintaining service levels, these changes increased revenue for the Nissan client, along with increased productivity within the Contact Centre.- Worked closely with HR on activities within the department, which included hiring, terminations, disciplinary actions and career change management following the centre closure.- Managed CC payroll system (ADP) for hourly employees, along with biweekly sign off on reports pulled by the finance department.- Worked closely with clients to identify their needs and challenges to provide solutions-oriented campaign themes and timelines.

- Redesigned the B2B sales process for the SDM program in the CC, which resulted in higher standards for enrolment KPI’s.- Managed to consistently increase quarterly KPI’s by 10%.- Initiated semi-annual department events that contributed to employee satisfaction. The Marketing Store has appeared on the ‘50 Best Places to Work’ in Canada, multiple years.- Created and implemented an incentive program for the SDM program, along with a training manual. Agent engagement increased, along with overall productivity.- Introduced annual/monthly employee awards.

- Managed the B2B Kids’ Treat Program for McDonald’s franchises. Enrollment increased by 35%.- Conducted Quality Assurance on all communication from the CC to Nissan/Infiniti dealers. This ensured professional communication at all times and minimized errors by 25%.- Organized the validation of the ‘Dream Bigger, Dream Better’ contest for Home Depot.

- Revamped annual orders for the McDonald’s Kids’ Treat Program. In return, saving them thousands of dollars in expenses.- Exceeded all KPI’s for the Nissan CRM Program.