Suite 22 Contract is a leading provider of contract furniture solutions sourced from a curated selection of renowned Italian furniture manufacturers. From luxurious hospitality to creative office spaces, Suite 22 Contract can source unique solutions from category leading suppliers.

I’m a customer experience ambassador, brand builder, business development specialist; providing companies and clients with expertise to help solve their online marketing challenges, with a specialization in creating and executing a social media vision and strategy for your business/brand that will turn your customers into advocates.- Provide full service social media/customer experience consultation, tailoring online and face-to-face channels to the needs of each client, conscious of their market, audience and messaging. - Environmental scan (social media audit)/competitive analysis- Develop SEO, PPC and Social Media strategies and implementation- Day-to-day management and development of editorial content on social media platforms, including tweets, posts and discussions- Create attention grabbing and hard-hitting copy for all social channels, leveraging trends, news stories, media coverage, and more to drive the conversation.- Be the eyes and ears of the brand by monitoring online conversations and engaging by applying social customer care best practices- Customized reporting - Comprehensive social media analytics - Website development - One-on-one coaching- Customer Experience Strategy and Modelling - Taking a 360° view of the customer increasing customer loyalty, positively influencing spending behaviour and referrals- Move you from ‘customer focused’ to ‘customer centric’

Responsible for projects with both a national Contact Centre and enterprise wide scope. This included redesigning the Customer Experience Model, VoC data mining, Social Media Customer Outreach and developing the Social Media Operational Handbook – “Playbook”.Key Contributions:Customer Experience Model Redesign – archetype of an enterprise wide model- Lead researcher - conducted an extensive customer experience comparative review across multiple industries- Formulated the Contact Centre customer experience management framework used to drive project deliverables and provide strategic oversight- Coordinated delivery of an extensive training curriculum for approximately 600 agents and managersScotiabank Social Media Customer Outreach:- CCC project lead for deployment of social media customer care - member of the enterprise Social Media working committee- Social Environmental Analysis – in depth study to determine where, when, why, how and who was discussing the Scotiabank brand - Social Media strategy and outreach framework - Twitter engagement process development, refinement and escalation management- Scotiahelps Twitter Community Management – managed two customer outreach community managers- Measurement Framework – identification of business goals, key metrics and overall measurements of success- Engagement Model – rules of engagement, triage process, workflow methodology and social engagement checklists by social channel- Reporting – structured reporting , as well as ad-hoc reporting for specific campaigns, initiatives or hot button issues- Corporate Social Media Playbook – comprehensive reference handbook designed to facilitate consistency in skill, usage behaviour and corporate messaging amongst social media users and to fulfill internal audit and compliance requirements

Participated in the development of the National Contact Centre business strategy and profit planning process providing recommendations to maximize sales opportunities by analyzing projected capacity shortfalls/overruns, campaign/queue analytics, operational efficiencies, as well as best of breed coaching, motivational and relationship based sales practices. Responsible for developing and executing the overall outbound queue strategy for Retail Sales (approximately 140 outbound and blended agents). Developed a thorough knowledge of predictive dialer technology and multiple banking applications.Key Contributions:- Maintained an expert understanding of Contact Centre delivery and fulfillment mechanisms while analyzing the effectiveness of technical and procedural enhancements - Formulated and implemented successful outbound productivity measurements- Project team member for operationalizing National DNCL regulatory requirements- Established and managed the Retail Sales Operational Command Centre which provided real time dialer and queue management- Centralized and managed Retail Sales complaints for investigation, resolution and tracking- Developed and facilitated the production of multiple reports for the Retail Sales management team- Collaborated with Contact Centre staff development/instructional design and co-developed training, coaching and job aid material for Retail Sales- Achieved aggregate improvements in agent behaviour supported by improvements in desired competencies; productivity through sales and operational effectiveness and high levels of customer satisfaction relative to historical benchmarking- Consistently exceeded business line objectives critical to the contact centre’s revenue generation requirements

Led, coached and developed a highly skilled team of outbound specialized sales agents. Demonstrated proven leadership by designing and facilitating highly successful skill building sessions and scripting to other functional areas (Sales/Service) across multiple Scotiabank contact centres. Commissioned by site Vice President to work with Retail Sales on a consultative basis – delivered to Senior Management an extensive summary document with several recommendations, strategic initiatives and roll out plan.

High performing Investment Service Specialist providing exceptional Scotia Mutual Funds sales and service support.

Licensed Options Representative; executed self directed trades for various securities; equities, mutual funds, equity options. Provided customer assistance; account opening procedures, balances, margin calculations, trade confirmations, real-time quotes.

Risk management; assessed credit worthiness through credit checks preventing $100 thousand dollars in billing fraud related losses.Investigated identity and credit fraud, liaised with law enforcement.