Vicki Warwaruk, Ccxp Email & Phone Number

Calgary, AB, CA

Calgary, Alberta, Canada

Serve clients in the areas of Customer Experience, communications, Client engagement, communications and learning. Key work performed for RCMP Foundation and Agri-Data (saas).

• Lead a team of 40 client services staff including - implementation managers, client success managers and client service coordinators that serve 100 of the biggest international brands (Apple, Google, Nike, Coke, New.
• Developed and implemented changes to organizational structure and processes to create client focused teams rather than functional teams. Result was improved client intimacy, enhanced client knowledge and highly engaged.
• Improved various service quantity and quality metrics notably a 75% reduction in time to first response, a 50% improve my in FCR, and a notable improve my in client satisfaction scoring.
• Implemented a peer to peer recognition program to help improve culture by celebrating team support moments and results achievements.
• Created and implemented a training and development program in partnership with HR administration.
• Developed solutions based knowledge centre to support clients to self serve before needing to contact a specialist.

• Led an customer service/innovation team who were accountable to facilitate change in the organization and introduce/test innovations (technology, processes, structure) for the purpose of innovating the way we worked.
• Empowered team to own delivering and driving exceptional customer experience utilizing new and innovative approaches including journey mapping, persona development, processes and technologies including the use of.
• Manage the front end testing and implementation of the billing/CRM technology (CORE) – including all testing, on-boarding of customers, defects/enhancements/updates, developing training materials for all future users.
• Through stakeholder engagement, identify points of opportunity for innovation/change in technology, processes and structure that would facilitate increases in customer loyalty and improve business results
• Results included only 5 escalations in 280 days (typical team is 5 per day) and highest team kudo to recover ratio

Calgary, Canada Area

• Reported to President and member of Executive Leadership Team. Key contributor in setting corporate direction, defining goals and enhancing culture.
• Working relationship with Board Chairman and Advisory Board members. Provide project and execution support to Leadership Team as well as other Superior Plus divisions
• Accountable to lead a number of strategic projects including: customer service and sales transformation (facilitating shift from operational to sales/customer focused company - including comprehensive culture and.
• Developed corporate communication plans for all stakeholders (including media positioning, member/shareholder reports & internal communication)
• Collaborated with team to develop all communication tools/documentation including backgrounders, media releases, key messages, newsletters, speeches & promotional documents
• Led internal and external re-branding of US operations including developing plan, budget and overseeing all aspects of implementation

Edmonton, Canada Area

• Senior contractor for all clients seeking support for planning and execution in the areas of communication, change management, marketing, product development and strategic plan development
• Clients included ATB Financial, Champion Pet foods, Border Beef, JD Sweid and Superior Propane
• As a key member on the sales and service effectiveness project at ATB, we were charged with changing the way we did business with customers. Included new CRM implementation, culture change, communication, training and.

Edmonton, Canada Area

• Led all marketing initiatives to enhance O&G services trade between Canada and Kazakhstan
• Managed relationship with advisors, clients, staff and government
• Coordinated various events, sensitive to cultural requirements from other countries
• Worked to ensure client satisfaction with organization and joint venture agreement

Edmonton, Canada Area

Accountable to ensure timely and accurate information to various publics (investors, analysts, staff and media).

Edmonton, Canada Area

• Reported to President and Member of Executive Leadership Team. Key contributor in setting corporate direction, defining goals and enhancing culture.
• Strategic Planning - Developed and implemented strategic planning process and annual planning cycle, Monitored and reported key business indicators (balanced scorecard measurements),
• Communications - Created comprehensive corporate communication plans and tools in order to enahance company culture
• Image Management -Accountable for all aspects of planning and implementing overall corporate reputation and responsibility strategy
• Secondment to various projects and programs including Member Debenture Investment -Project Manager, Risk Management – Project Lead, Ethics Advisory Board- Lead, Governance Restructuring, Sales and Service review.
• Developed and implemented integrated marketing strategies, plans and tools for all customer growth and retention initiatives

Edmonton, Canada Area

• Led and created all direct marketing and advertising (billboard, TV, bus, radio) campaigns.
• Member of team to launch high speed internet (first cable company in Canada to provide service).
• Profiled and segmented customer groups and markets using PSYTE segmentation in database and developed specific campaign offerings increasing acquisition rates exponentially.
• Involvement in award winning television production of local program (The EDGE) including promotions, writing, research
• led all customer satisfaction research

Business Administration, Marketing/Marketing Management, General

Honors Program, High School Diploma