Lead of team of customer service experts in delivering health & safety training solutions to major oil & gas companies across the globe. Selected contributions• Build and maintain relationships with vendors with a focus on maximizing profitability (doubled profit margins over 2 year period). Devised and implemented value-added training solutions which have led to significantly increased revenue, and analyzed market trends and customer requests to successfully recommend new product offerings.• Supervise, train and evaluate employees in the customer service department, providing professional development through continuous individual mentoring and recognition. Coach customer service representatives to provide client services based on in-depth product and industry knowledge. Also responsible for interviewing and hiring.• Created and implemented a customer feedback system to continuously monitor and improve the level of service being delivered.• Prepare for audits including OPITO and ISO 9001, ensuring process documents are up-to-date and the customer service department is following financial and legal compliance requirements.• Contribute to marketing and branding activities and identify/communicate new business opportunities.

• Drove sales of multi-line insurance products to 300 clients (generating revenue of $120K per year), providing excellent service and support to new and existing clients as well as managing advertising and business operations.