• Fostered and maintained robust customer relationships by regularly communicating with them through phone, email, and in-person visits, ensuring a deep understanding of their needs and concerns.• Orchestrated and delivered compelling product and process presentations, showcasing a comprehensive knowledge of transit technology solutions to support and enhance the goals of transit agencies.• Applied a customer-centric approach to pricing calculations and proposal preparation, aligning solutions with agency objectives while demonstrating financial acumen.• Served as the customer's advocate, proactively identifying and escalating issues to ensure swift resolution and satisfaction, further solidifying the partnership between the organization and transit agencies.• Collaborated effectively with sales engineers, project managers, and customer support representatives to provide seamless support to transit agencies, facilitating a cohesive and customer-focused approach across departments.• Demonstrated strong results orientation by contributing to the retention and growth of customer business, achieving a balance between customer needs and organizational goals.• Utilized in-depth knowledge of products, services, and industry trends to assist customers in achieving their goals, offering tailored transit technology solutions that address specific challenges and enhance overall operations.

• Engineered efficient train service schedules, including public and special event timetables, garnering necessary approvals and optimizing resource utilization.• Led the seamless management of the Special Events planning process, fostering strong relationships with internal and external stakeholders.• Accountable as the application owner for INIT technology services, ensuring internal and external development, performance, and reporting, while maintaining data integrity.• Drove continuous improvement in operations, outcomes, and passenger satisfaction through strategic reporting, analysis, and response to feedback.• Coordinated scheduling performance improvements for operations, clients, and government entities, meeting current and future demands.• Conducted in-depth analysis of events impacting contractual performance and passenger experience, identifying and reporting root causes.• Established Keolis & Grand River Transit lost property processes, streamlining procedures for efficient handling.• Optimized revenue timetables and operator duties, balancing passenger experience and employee satisfaction.• Initiated the passenger feedback management loop, ensuring successful outcomes and processes.• Instrumental in the launch of the ION light rail service, contributing to the expansion of public transit services in the Region of Waterloo.

• Orchestrated seamless management of multiple client accounts, ensuring exceptional service delivery and client satisfaction.• Collaborated proficiently in the design and development of customer journey mapping and service blueprints, contributing to the enhancement of overall service quality.• Demonstrated a strategic mindset by successfully conducting a comprehensive passenger experience review for Southeastern (Train Operator), presenting opportunities to improve services, customer satisfaction scoring, passenger engagement, and reduce costs.• Spearheaded impactful service improvements and conducted performance reviews, elevating client and contract services to new levels of excellence.• Applied advanced statistical analysis to data feeds, delivering insightful results to client decision-makers, facilitating fact-based informed business decisions.• Established robust communication channels with clients and internal stakeholders, fostering a collaborative and efficient work environment.• Analyzed and redeveloped the N Brown new customer setup process, resulting in a remarkable 10% increase in conversion rates and streamlining the onboarding experience.

• Led and supervised inbound customer service advisors, fostering a high-performance team.• Ensured delivery of efficient and excellent service to all customers by coaching and conducting quality reviews for customer advisors.• Conducted customer journey mapping, identifying opportunities for service improvements and implementing enhancements.• Provided crucial support to other sites during the launch of new services and processes, ensuring seamless transitions.• Spearheaded and implemented process improvements, reducing scheduling workloads and enhancing callback efficiency, resulting in decreased customer frustration.• Contributed to the successful launch of the 'iKnow' agent assistance software, improving advisors' ability to navigate customer queries efficiently.• Served as the launch lead for the 'One Service' concierge customer experience project, overseeing its successful initiation and integration.

• Spearheaded end-to-end management of business development and improvement projects, leading to the successful execution of an enhanced customer journey and achieving £250k in cost reduction for Lloyds Bank.• Conducted comprehensive analyses of "As-Is" processes, meticulously gathering customer insight data to inform strategic decision-making and drive process improvements.• Facilitated client workshops, effectively delivering customer journey proposals and communicating analysis results, fostering collaboration and aligning stakeholders for successful project outcomes.• Implemented strategic initiatives aimed at elevating the overall customer experience and journey, contributing to the achievement of organizational goals and enhancing customer satisfaction.