Michael Roy Email & Phone Number

Saskatoon, Saskatchewan, Canada

• Build processes and policies into standardized SOP documents.• Stay up-to-date on Medical Cannabis Regulations for compliance purposes• Develop lesson plans, training exercises, and workshop materials.• Collaborate with IT department to provide frontline insight into front-end software development and rollout.• Manage on-boarding for newly hired employees both in training and Cross-departmental collaboration with HR, IT, and Shipping• Script writing for various customer service initiatives.• Generate monthly newsletter & quiz to promote ongoing learning among staff• Research latest trends and training strategies for adult educators• Review and update training material with changes in software, processes, and latest medical research information.

Saskatoon, Saskatchewan, Canada

• Handle daily inbound customer service inbound & outbound calls• Perform regular data entry duties with highly sensitive patient & clinic data• Manage & de-escalate customer complaints in oral and written format• Create and manage customer relationships through Microsoft Azure CRM

Saskatoon, Saskatchewan, Canada

• Consistently met or exceeded monthly sales targets in a commission-based sales environment• Held the positions of Small Business Representative, and LG Ambassador• Sales topped highest 5% within Canada in overall sales volume in 2016• #1 highest ranked customer service agent for customer satisfaction in Canada by internal survey metrics in 2016 and 2017• Shadowed, then hosted 2 day long sales and support training workshop to certify employees in the Bell EASE Sales and support Standards