• Develop and maintain call-monitoring criteria by maintaining the contact centre quality assurance database • Ensure call monitoring documentation aligns with legislative or business process changes, customer interaction standards and departmental targets and key performance indicators; • Conduct multi-channel monitoring, as well as real-time coaching and mentoring of Customer Contact Specialists to ensure compliance with MPAC policies, procedures and customer service standards; • Conduct needs analysis, identify key customer experience deliverables, issues, measures and translate identified areas of improvement into measurable aspects of the Quality Program;• Work with the Customer Experience Specialist to continuously develop and update customer experience content, training and measurements for both new and existing staff; • Analyze and compile quality results and customer interaction analysis to incorporate into monthly management reporting (i.e. trend analysis/key findings for individual, team and centre-wide);• Schedule, organize and facilitate bi-monthly calibration sessions with other Quality Coaches and management with a goal of achieving a consistent standard of deviation for quality measurements

Created and managed contractual sponsorship agreements between Canadian Tire Motorsport Park (CTMP) and its corporate partners and ensured that they reached fruition within deadlines o Coordinate and oversee Corporate Hospitality at spectator events o Coordinate and oversee Corporate Team Building and On-Track Experiences Produced marketing proposals and sales documents using various computer software to distribute to both current and potential new business partners, initiating discussions about all CTMP servicesManaged the marketing of CTMP assets (on-track experiences, hospitality, activations, group tickets, trackside billboards, souvenir programs, etc.) through social media, e-blasts, print, and website exposureProvided post event analysis reports for each sponsor, following each major race event that included statistical information on attendance, social media impressions, TV exposure, etc.Created invoices to send to clients as well as tracked its successful delivery and payment. Was also available for clients to discuss and accept payment options for processing

• Provided both administrative and creative support to the Account Executive, ensuring that positive relationships with clients are developed and maintained• Negotiated changes to commercial contracts such as make-goods and pre-emptions; inform clients of changes • Managed client requests, including sponsorship exclusivity, special placements, cancellations, shifts and conversions of commercial content

• Utilizes CTV’s computer programming systems to prepare and organize an accurate log that correctly reflects CTV programming and commercial activity for the day• Review of commercial placement; identifying and resolving any product conflict, breach of product exclusivity, or any improper placement of commercial content• Communicate and build working relationships with Sales Representatives, local Programmers, and advertiser clients to negotiate commercial placement and resolve problems related to commercial content and positioning• Research and investigate advertiser profiles to better understand their products; helping guarantee that similar advertisers do not air back to back in commercial breaks• Act as the liaison between Management and local Programmers and provide advice and brainstorming solutions to various log related problems• Write and edit emails and make phone calls to various internal and external departments to discuss CTV programming• Coordinate and manage time in order to meet tight deadlines; such as processing late orders and cancels of commercial content, and making changes to length of programming and break structure