Work with an incredibly talented team who work hard, and from the heart! My role specifically:- Responsible for creating a robust operational and IT structure and delivering innovative, cost-effective programs and services that meet the needs of the Chamber network, corporate members and other stakeholders.Highlights of my role at the BC Chamber of Commerce include:- Modernizing BCCC’s operational and IT structure to support the changing needs of our business with an environment that is mobile, scalable and easy to update. (VOIP phone system, network/IT environment using Office 365 cloud-based solution with Teams)- Leading a web development project from concept to implementation, resulting in a new all-in-one Association Management Software, with an integrated website, that streamlined processes and consolidated all our operations and engagement in one place.- Connecting our provincial network of 100 chambers of commerce and boards of trade across B.C., through our digital community where they can network, post messages, share files and collaborate real-time.

Work with an amazing team who have a members first attitude and a passion for connecting people and creating opportunities!My role specifically:- Assists the President and Board of Directors in the development of organization policies, procedures, and strategies that ensure maximum operational effectiveness and sound financial management- Participates in the development of short/long-term strategies and budgets based upon strategic goals and objectives- Continuously assesses operating policies, procedures and controls to enhance operational management of the organization- Regularly appraises operational performance against mutually agreed value objectives, providing feedback and coaching as needed- Ensures that all activities are performed in compliance with local, provincial and federal regulations and laws governing business operations- Supports the President in the management/administration of certain Board activities as needed- Represents the organization externally, as requiredHighlights of my role at VRCA include:- Modernizing VRCA’s systems to support the changing needs of our business with an environment that is mobile, scalable and easy to update with access to enhanced teleconferencing and communication software/tools (VOIP phone system, network/IT environment using Office 365 cloud-based solution with Teams)- Leading a web development project that resulted in an enhanced look and feel of the front-end and improved user experience - Building out the VRCA team and creating a customer-centric culture

Manage the customer service team of 13 CSRs, 2 Analysts and 1 Team Leader.Create development opportunities for employees that supports personal growth, promotes a high performance culture and job satisfaction.Create opportunities for the Customer Service team to liaise with the Regional Apprenticeship Advisors and Managers of Industry Relations to build a holistic support model.Oversee development of KPIs, metrics, reporting and requirements for the Customer Support team as we migrate onto a new CRM system platform.Create an effective infrastructure and excellence in customer service by supporting employee driven objectives, open and collaborative brainstorming sessions and ongoing skills and knowledge training.Create a culture within the Customer Service team that aligns with ITAs vision and mission of world class apprenticeship for British Columbians and to help build the trades that build BC.Ability to communicate with tact, discretion and sensitivity while maintaining confidentiality.Frame messages in a positive solutions focused manner.Provide coaching and mentoring to Team Leader and employees in maximizing their performance.

Leading a customer centric team of over 75 employees and 5 leaders.Analyze & refine the business processes of the contact team to support the fulfillment of website, mobile application and search engine optimization products for our SMB customers.Harmonize roles of multiple contact centres across Canada to support clients needs ensuring high customer satisfaction for online advertising.Oversee development of KPIs, metrics, reporting and use of social media to ensure operational effectiveness while maintaining a strong customer and sales focus.Create an effective infrastructure and partner with sales to support our position as the national leader in website sales to Canadian business owners.Support other digital products related to YellowPages.ca and YP Mobile App products.Ability to communicate with tact, discretion and sensitivity while maintaining confidentiality.Frame messages in a positive solution focused manner.Provide coaching and mentoring to managers to assist employees in maximizing their performance.

Successfully build and refine the quality assurance, query and expediting teams to support the fulfillment of website, mobile application and search engine optimization products for our SMB customers.Harmonize roles with multiple teams across Canada & US to support operational excellence ensuring high customer satisfaction for Canadian SMBs online advertising needs.Development of KPIs, metrics and reporting to ensure operational effectiveness while maintaining service level agreements.Daily coaching to assist employees in maximizing their performance.Oversee the website product escalations process for our FR/BI and English sites.

Lead an operations support team of 30 employees for functions and roles of Billing Administrators, National Business Service Representatives, Business Service Representatives, Special Account Representatives, Commission Analysts/Administrators and CCA (Call Centre Aquisition) Clerks.Employee Development.Daily coaching to assist employees in maximizing their performance.Development of KPIs, metrics and reporting to ensure operational effectiveness while maintaining service level agreements.Ability to communicate with tact, discretion and sensitivity while maintaining confidentiality.Frame messages in a positive solution focused manner.

Negotiate with lenders and acquire mortgage loans through meeting potential clients, analyzing clients’ needs and proposing suitable mortgage solutions.Ensure a high level of professionalism in conducting consultations and profiling of customers.High level of interpersonal, communication, customer service and relationship management skillsProvide professional advice and planning to clients for mortgage solutions that fit individual needs and requirements.

Process applications, provide admin support and fulfillment for mortgage loans negotiated on behalf of borrowers by sub-broker for mortgage financing across Canada. High level of interpersonal, communication and relationship management skills required in order to liaise with national and private lenders as well as other industry professionals that include solicitors, appraisers, mortgage/life/disability insurance representatives, realtors, accountants, underwriters, and chartered bank representatives. Manage & update website content as required for current market data, info, links and resources.

Led a team of up to 20 direct reports, within the operations group for support, design and consultative staff. Provide continuous, informal feedback and recognition for employees’ effort and achievement. Provide appropriate coaching to assist employees in maximizing their performance. Meet with employees on a regular basis to evaluate priorities, discuss progress in objectives and revise in a timely manner when organizational or departmental goals change. Oversee the day-to-day operations of the BC graphics group containing speculative design, electronic art coordination and design consultation. Complaint investigation of errors over $100/mo to determine responsibility and course of action for fixes. Facilitate training sessions for new YP sales classes and provide training materials for graphics processes, specifications and elements of effective advertising design strategies.

Responsible for managing graphics technical environment in senior managers’ absence. (Nov 2003 – June 2004).Coordinated efforts for UAT (User Acceptance Testing) of 3rd party software and liaised with national testing team, technical team in IT and executive to ensure the system met graphics’ requirements nationally on time and on budget.Automated national graphics productivity and statistical reporting for key performance measurements of design and support staff that resulted in the elimination of a full time analyst position in graphics.Facilitated training for support staff in BC as well as Team Leaders in BC & AB using 3rd party scheduling software to support the automated monthly statistical reporting.Technical writing, system documentation, process mapping and report queries using Cognos/Impromptu software.

Operated mainframe (DOS/VSE) systems and associated hardware print peripherals.Assisted in acquisition projects and performed on-site visits to external companies to observe methods and applications for system software and hardware requirements within their operations environment.