Through my strong organizational and communication skills, attention to detail, and ability to multitask effectively, I contribute to the efficient operations and strategic decision-making within the education system.

•Provide support to internal and external Governance Committees within specific lines of business. •Facilitate and organize meetings with Committees.•Travel to required OLG sites for meetings between OLG and it's Service Providers.•Track all meeting discussions, as well as all action items to ensure appropriate follow up is completed.

•Facilitation of daily and weekly conference calls with associated Sales channels to improve end-to-end sales order quality and identify opportunities to drive sales order quality and reduce churn for all residential products.•Work cross functionally with all product related stakeholders (Sales Managers, Care Managers as well as Marketing) to assist and establish projects and processes to drive Sales Slippage rates to target.•Providing regional specific analysis of customer data by product to site managers. •Manage and drive new projects to help business reach annual KPI targets.•Management of weekly action logs used to provide timelines and the commitment of deliverables to senior leadership.•Create and revise sales order processes to align with business requirements and assess organizational impacts prior to delivery. •Provide analysis and reporting on recently implemented processes and incentives to ensure adherence and effectiveness. •Review current slippage results to determine areas for potential incentives and ensure the appropriate stakeholders are engaged to help manage and drive change to develop and receive approval for implementation of new promotions to front line sales agents. •Analysis of pre and post sale cancellations for all cable products – providing recommendations to improve sales order quality (audits) and the overall customer experience.•Visit supporting sites to meet face to face with all teams in order to understand challenges and assist in implementing process changes while building relationships.•Work closely with retention groups for SHM to assist with identifying process gaps as well as areas of opportunity. •Manage and publish weekly trending analysis for all KPI's to senior leadership for the current product in scope.•Manage and report on non-compliance of internal processes while providing coaching plans to ensure future adherence. •Support Sales teams and managers with escalations and ADHOC analytical requests.

•Provide management and analytical support .•Support team members within a team leadership role.•Provide coaching for agents on strengths and opportunities •Multitask with a high level of accuracy and understanding.•Provide customer service and support internal departments.•Develop, maintain and restructure various processes.•Create Job Aids for team members to bridge process/knowledge gaps.

•Listen, understand and respond to customer inquiries to provide outstanding customer service•Answer existing customer and new subscriber inquiries (related to product, billing, sales etc)•Exceeded monthly performance objectives including sales targets, call quality and call handle time•Sell and promote value-added products and services •Provide Management back fill during vacations/absences.•Support newly hired agents during ICU period