Key Accomplishments: • Collaborated with Regional Vice Presidents on territory growth plans and support models to grow customer satisfaction • Created strategic dashboard reporting that drives positive performance • Collaborated with senior management in developing strategic vision plans utilizing digital platforms to enhance customer engagementAccountabilities:• Leader and mentor of 20 representatives in multiple regions • Developed growth plans for each representative within the role and future opportunities• Built an engaging culture that fosters positive and healthy working relationships. • Monitoring and measuring KPI’s to increase productivity results• Managing customer experiences and driving higher NPS- Averaging TNPS 60• Lead customer strategic boarding initiatives from conversion to enrollment with Regional Vice Presidents• Ensuring all compliance and adherence procedures are met• Developed capacity modeling to support organizational and customer needs• Manage case load distribution and regional territory disbursement • Documenting/developing processes to enable efficiencies • Analytical strategic business planning for short- and long-term visions of the department• Monthly meetings with our top clients to secure strong working partnerships to protect customer satisfaction• Participated in new market product offerings, enhancements and business initiatives • Handled all customer escalations/dis-satisfactions to ensure a positive resolution

Key Accomplishments: • Created an agent & manager performance score card program utilizing Microsoft power BI Tool that highlights behaviours to achieve departmental goals. Now scaling this with other senior executive and their respected departments.• Identified customer trending tools utilizing speech analytics and data to increase net promoter scores- 20 points in 4 months• Collaborated with VP teams in developing strategic customer engagement through digital platformsAccountabilities:• Interim leader of total of 53 representatives, including my assigned team of 16, an existing team of 19 and 18 new hires while a new leaders were onboarded• Monthly standing meetings with cross functional VPs to discuss process improvements projects, vision planning and goal setting exercises while determining ROI• Mentored agents towards meeting departmental goals and future career successions plans• Analysed data to determine root causes, areas of focus and structuring solutions that have the biggest impact to the business• Built a call quality and auditing structure highlighting navigation efficiency, educational accuracy and customer connection• Participated in new market product offerings and collateral developments • Conducted mid and year end performance reviews and bonus calculations • Resolved customer escalations when satisfaction is not achieved.

Key Accomplishments: • Guided Customer Experience and Change Management for the company’s lean initiative project from strategy, scope, budgets (1.5m) to execution.• Developed an ecommerce platform for customer to setup recurring ordering habits to reduce call volume by 20%• Developed KPI “Customer Experience scorecard” program and seen an increase of 10% in the first yearAccountabilities:• Functional Responsibilities: Customer Excellence Team, Project Coordinator, Sales support and Operational Analytics. • Accountable for annual budgeting and salaries reviews for department (800k)• Created key departmental analysis reporting from President to agent level and vendor financial reporting• Created Microsoft CRM system tool enhancements to increase user acceptance and customer experience • Developed strategies to increase sales conversions with Distribution and Supply Chain• Monitored high risk customer orders to ensure Service Level agreements were adhered to• Created community quarterly prestigious events/tradeshows to align product brand to drive new and existing business • Devised, audited and communicated all new and modified processes and procedures• Conducted mid and year end staff performance reviews and bonus calculations

Key Accomplishments: • Project Manager of Salesforce CRM system implementation.• Developed territory reporting structure overlaying Stats Canada demographic data to highlight opportunities Accountabilities:• Analyzed sales territory highlighting growth opportunities while overlaying stats Canada Data to show correlations• Assisted with salesforce implementation for all users and deployment • Worked with marketing to strategize new product and campaign launches while reporting on the ROI• Audited processes and procedures ensuring company compliance for the outside sales team were met• Assisted in budget & forecasting builds while strategizing for future road map for Executive team • Developed process improvement initiatives to increase sales conversation rates

Key Accomplishments: • Progressed within the organization from Inside Sales to Account Management• In the last role was acting Sales and Operations Manager• Designed construction plans for 16 retail stores while maintaining budgets up to $1m/per location.• Subject matter expert lead for 2 CRM system implementations for department• Created mentorship program that increase sales by 15%.Accountabilities:• Functional Responsibilities: Inventory coordinator, 16 Store Managers• Worked with Vice Presidents and decision makers in developing strategic visions/strategy plans• Developed KPI’s standards for retail department • Analyzed reporting to provide strategic strategies to improve P&L, revenue, sales and Customer satisfaction • Initiated a store merchandising program to increase inventory turns and decrease shelf life.• Identified gaps in processes while providing solutions to increase effective and efficiencies in ROI• Departmental reviews of product campaigns, budgets, sales and revenue reporting • Project Manager for corporate store launches from scope, budgets, execution, auditing and evaluations.• Consumer Sales lead for Microsoft CRM systems, processes, procedures, product launches and sales for entire department