Michelle Cayenne Email & Phone Number

Waterloo, ON, CA

St. Jacobs, Ontario, Canada

• Part of Home Hardware’s esteemed Retail Education and Training team, I am responsible for developing impactful training documentation, eLearning and promotional materials to empower our Dealer-Owner community. My role.
• Designed and developed professional training materials, including manuals, job aids, FAQs, and webinar content, using specialized software to meet diverse training objectives.
• Collaborated with internal teams to analyze and document complex processes, creating user-friendly resources for Dealer-Owner training initiatives.
• Authored and edited high-quality video scripts and promotional materials to support eLearning and training campaigns, maintaining clarity and engagement.
• Created and implemented a Quality Management System, departmental mission, and quality standards while building robust processes to ensure adherence and continuous improvement.
• Expanded French training content to achieve parity with English offerings, implementing processes to prevent future disparities and ensure consistent bilingual resource availability

• Short term B2B service role; completed extended parental leave
• Optimized the caseload management by assigning ratings to the advisors based on analyzing the volume of submitted buisness, and developing a rating system
• Created interactive dashboard that facilitated equitable distribution of advisors among case managers and analysis of advisors by region, rating, status, language, etc., and caseload by case manager based on relevant.
• Drove the improvement in SLA performance for the department

Mississauga, Ontario, Canada

• Spearheaded end-to-end operations programs for the development of associate and business capability.
• Transformed site operations, safety, and CX by implementing automated reporting to 1400 sites, resulting in National Intelligent Dashboards for analyzing and improving performance and compliance in operational audits
• Delivered CX, service, and operational safety results analysis and strategic recommendations to Regional Directors and GM.
• Developed site staff skills and supported delivery of all aspects of service and safety at retail Petro Canada stations while ensuring high customer satisfaction by conducting in-person and virtual training for field.
• Performed the evaluation and analysis of programs released to maintain flawless execution.
• Served as a product owner of 3rd party software tool, responsible for the customization, optimization, user recommendation review, new feature roll-outs, and the delivery of ongoing training to ~200 end-users.

Mississauga

• Managed the customer base of approximately 900 accounts buying Petro-Canada fuel products.
• Conducted regular portfolio reviews and analyses to support client decision-making.
• Delivered sales presentations and proposals to associations/prospective clients.
• Created a comprehensive sales plan for the Ontario/Maritimes region and identified and secured new business opportunities from various sources to achieve growth plans, including a Film Industry process to reach out in.
• Planned and facilitated an internal sales conference by creating the entire agenda and bespoke teambuilding exercises, booking guest speakers, and managing post-conference social events while increasing attendance.

Mississauga

• Managed the development of communications, training, and engagement materials and plans for key retail fuels pricing project stakeholders.
• Led the training team in developing and executing end-user in-class training curriculum and materials.
• Coordinated, monitored, and delivered~100 operational process guides and training materials to end users.
• Ensured the efficient transfer of materials into evergreen resources within LMS.
• Supervised the progress of project plans, assessed risks, and built interim solutions within the business and project team.
• Provided support with end-to-end testing, UAT testing, and requirement gathering.

Montreal, Quebec, Canada

• Provided support for a 10-member retail field selling force and 60 associates through the delivery of operational training and support to company-owned and independently operated Petro-Canada retail sites across Quebec.
• Designed and created content for and executed retailer capability development training sessions for 200+ associates and site managers.
• Supported the roll-out of sales campaigns and various corporate initiatives in collaboration with marketing and operations departments.
• Ensured execution at a site level by examining progress through merchandising, service, and safety audits.
• Performed merchandising, service and safety audits to ensure that corporate initiatives are being executed flawlessly and standards are being met
• Liaised between Marketing and Operations departments to facilitate the rollout of sales campaigns and various initiatives

Mississauga

• The role of the Pricing (Analyst/Specialist) is to demonstrate operational excellence in decision making and execution, while providing analytical support and expertise on Retail Pricing activities, processes and.
• Performed the review of price information, larger market strategies and competitive trends and executed pricing decisions that directly and significantly impact retail gross margin dollars.
• Improved pricing tactics/strategies by creating and analyzing reports and information.
• Optimized gross margin dollars and local market share by identifying new tactical opportunities.
• Drove annual savings for the department of $20k-$25k by launching 3rd Party Surveying Sites initiatives, including managing vendor relationships, reporting, and system interface, and negotiating increased services.
• Identified opportunities that generated an annual cost savings of $35k.

Toronto, Canada Area

Toronto, Canada Area

County Dublin, Ireland

Paris Area, France