• Responsible for leadership, operational and strategic management of a call centre for a federally licensed producer of medical cannabis serving thousands of patients across Canada• Set the direction for Client Care by working with department leaders to build and maintain onboarding and nurturing procedures for both patients, medical clinics, and healthcare practitioners• Negotiate terms for contractual agreements with clinic partners to increase the company’s patient base• Provide executive team with the development, tracking, and reporting of sales forecasting and performance metrics• Develop processes and procedures that are compliant with strict Health Canada regulations• Play a lead role in developing departmental efficiencies, including going “paperless” to maximize team resources • Provide transformational and dynamic leadership that mentors, develops, and guides the Client Care team to leverage the value of every call, foster customer loyalty, and ensure an outstanding customer experience• Lead the development of strategic planning for the call centre and implement strategies and tactics in collaboration with marketing and sales departments, including the creation of customer loyalty programs• Ensure that end-to-end project planning, risk identification, dependency tracking, issues identification and escalation, and change management are being appropriately managed through team resources• Provide ongoing career development, staff planning and volume forecasting, and ensure quality and metrics meet or exceed expectations• Work closely with managers to maintain performance and identify training needs • Act as the key liaison with the Canadian Police Knowledge Network to develop cannabis-related learning modules for police services across Canada, and public-facing educational material for the Ontario Chiefs of Police’s Arrive Alive and You Are Crime Prevention campaigns • Handle complex and escalated customer complaints

• Immersed in the full customer lifecycle of a conferencing company providing communication solutions to a wide range of clients across multiple industries• Managed client accounts from the post-contract phase throughout the onboarding process, rollout, and renewal period• Developed and managed customer programs, including an onboarding initiative that increased renewal rates by 25.4% from inception• Created a training program for net-new and existing customers to reduce inbound technical issue calls by 18.2%, allowing the team to focus on proactive initiatives that minimized churn rate• Increased revenue for the top 20% of the company’s accounts by 12.8% through active listening and product education, as well as services tailored to meet unique communication goals

• Prospected and developed new client relationships within a defined territory and market• Trained, coached and mentored new employees, ensuring their success within the organization• Spearheaded processes that allowed managers and account executives to work collaboratively to provide a seamless transition to clients• Conducted weekly coaching sessions with account executives to build motivation and selling skills, and successfully established an environment that was conducive to knowledge transfer • Investigated matters in which clients were unsatisfied with service and provided appropriate solutions to retain their business

• Analyzed and determined pricing costs to accommodate margin structures in accordance with strategic goals and dollar fluctuations • Executed new product introductions and yearly business reviews through comprehensive research and collaborative planning with internal teams • Developed new and unique product introductions through analysis of trends within the marketplace, and at retail, to ensure both Walmart Canada and Canadian Tire Corporation were first to market with innovative and exciting products• Increased sales by an average of 8.6% and 16.8% respectively through collaboration with sales teams and by using best practices to support buyers’ teams• Increased in-stock at Walmart Canada by an average of 1.16% by liaising with the company’s replenishment team to be proactive in addressing, and resolving, inventory issues

• Provided analytical data that identified and resolved root causes of in-stock and inventory issues, leading to increased revenue and mitigated fines from Walmart Canada • Supported the sales team in identifying trends within the retail environment through data analysis• Created and maintained product item files along with customer databases and sales records on a weekly, monthly and yearly basis• Successfully proposed annual business plans for promotional campaigns in accordance with industry guidelines and policies