Awards:2023 Q2 Spotlight AwardProjects:Large National Canadian Bank• Successful implementation of Salesforce Loyalty Management POC for the bank's US Deposit Products Campaigns & Offers• Migrated Manual Fulfillment Process which involved running PuTTy, SQL Scripts & Excel Files into a Salesforce Loyalty Management Rule Engine.• Reduced Overall Run Time of Fulfillment Process from 90 days to 20 days, Freeing FTE Capacity.• Reduced Risk by Eliminating Manual Processes & Automating Fulfillment Checks & Balances in Salesforce Loyalty Management.• Enabled Deeper, Actionable Business Intelligence by Creating Scalable Micro (Customer by Customer Level) & Macro (Overall Campaign Health) Level Reporting in CRM Analytics and Salesforce Reports and Dashboards.

Achievements-2019 Q2, Q3, Q4 LEI (CSAT) & Our Bank KPI (Sales Revenue) consistently above plan-During Q3 quarterly credit card campaign lead the branch to become top 3 branches within the district in new credit card customer acquisition and converting of existing clients from no annual fee cards to premium cards.-Created and implemented new hire onboarding & training program for newly hired CEAs- Lead, coached and developed a team of 10 Customer Experience Associates (CEA) and 1 Lead Customer Experience Associate (LCEA) to ensure that they meet and exceed business expectations and needs while increasing shareholder value.- Responsible for the execution of the branch's LEI plan- Delivered changes to Branch Colleagues using change management techniques such as ADKAR- Promoted the development and growth of CEAs via networking opportunities, mock interviews and resume portfolio construction which resulted in 4 CEAs taking on new roles within the business.- Minimized risk to the bank by catching fraudulent drafts and cheques totaling over $100,000 and refusing to open accounts for four individuals due to falsified/altered identification.- Performed observational & focused coaching sessions, set up action plans with SMART targets for CEAs to inspire the will to win and drive results.- Reviewed Team KPI and provided focused coaching, observational coaching to CEAs to drive results.- Identify and coach all KPI metric opportunities including Compliance, Operational Excellence, LEI, Advice and Referrals with each individual.- Interviewed and hired CEAs based on branch needs.- Handle all customer escalations with a balance between business needs versus satisfied customer resolutions- Created job aids, presentations and activities to drive results.- Lead briefings & meetings with CEAs.- Managed Branch CAD, USD & Foreign Inventory

- Lead, coached and developed a team of 19 new hires specialist to ensure that they meet and exceed business expectations and needs while increasing shareholder value.- Promoted the development and growth of new hire specialists to ensure a legendary employee experience.- Performed Side by side, coaching sessions, set up action plans with SMART targets for new hire specialists and held specialists accountable if action plan was not being met.- Reviewed Team Scorecard metrics and provided focused coaching, side by side call listening to specialists to drive results.- Identify and coach all KPI metric opportunities including Compliance, LEI, Advice and Efficiency with each individual.- Created job aids, presentations and activities to drive results.- Lead briefing, debrief and meetings with new hires as well as senior managers.

Achievements- Business Process Improvement idea accepted and implemented into MyIdeaCounts- 100% Compliant for 2018- Team Sales & Advice Lead- Provide Prompt, Courteous, Efficient and Legendary Service that exceeds customer expectations.- Coach team members on sales and unit performance- Maintain high levels of confidentiality with sensitive information at all times internally and externally.- Make sound recommendations on appropriate products and services.- Leverage opportunities to further expand clients' business through cross-selling.- Supported other lines of businesses with special pilot projects such as Unity, New Hire onboarding

- Managed and coached a team of 13 new hires specialist to ensure that they meet and exceed business expectations and needs.- Performed coaching sessions, set action plans with SMART targets with new hire specialists and held them accountable to their actions.- Use Verint Remote Call Listening System to evaluate new hire team's performance and compliance on a daily basis.- Ensured new hire class are compliant with Canadian laws and internal bank audits & policies- Lead briefing, debrief and meetings