In the summer of 2014 I began the process of researching franchise opportunities. Snap On Tools was a standout franchise opportunity. In November of 2014 we signed the franchise agreement and incorporated. I have been servicing the city of Niagara Falls since then and our business has seen 250 percent growth in sales and revenue over the last year and one half.

Managed all aspects of a North America wide insurance claims intake centre including hiring, training, process management, disaster recovery and catastrophe planning and the implementation of strategic catastrophe plans. Key Accomplishments• Hamilton flood of 2008: Managed over 5,000 claims from City of Hamilton residents for the compassionate grant program including daily reporting to the city of Hamilton, assignment of claims to adjusters for fraud verification, working with staffing agencies to properly staff the call centre to manage service levels.• Toronto floods of 2013: Managed over 3,000 claims from various insurers in the GTA. Coordinated with clients and Cunningham Lindsey Operations for dispatch and process management of claims called in to the call centre and emailed to dedicated mail boxes.• Toronto ice storm: Managed over 3,000 claims assigned to Cunningham Lindsey by various insurers in the GTA. Managed file set up processes, dispatch and over 30,000 calls during the Christmas and New Year period.In my role I was responsible for meeting KPIs for both internal and external clients while maximizing revenue and efficiencies.

Manager of call centre operations for large North American companies in the cable, telecom and internet sectors. Clients included Comcast, Brighthouse, Sony and Qwest. Responsible for up to 10 supervisors and 200 staff.