• Develop and implement employee engagement programs to enhance team collaboration, productivity, and retention, resulting in improved workplace morale and reduced turnover rates.• Oversee HR operations including recruitment, onboarding, and training processes for over 40 employees, ensuring compliance with organizational policies and employment laws.• Manage employee performance evaluations by coordinating with department heads to ensure timely feedback, setting performance goals, and facilitating professional development opportunities.• Led budgeting and financial planning initiatives, optimizing resources to support marketing and organizational goals effectively.• Coordinated day-to-day administrative operations, implementing efficient processes to support marketing and other departments' workflow.• Orchestrated regular meetings between marketing and other department heads to foster collaboration, align strategies, and address cross-functional challenges.• Prepared agendas, documented meeting minutes, and ensured timely follow-up on action items for marketing and administrative meetings, enhancing communication and accountability.• Provided high-level administrative support to the executive director, including calendar management, correspondence, and project coordination, to facilitate strategic decision-making and execution.• Acted as a liaison between the executive team and marketing department heads, facilitating communication, alignment, and efficient execution of marketing initiatives.• Demonstrated leadership in office administration by fostering a supportive and efficient work environment, mentoring administrative staff, and implementing best practices to enhance productivity and morale.• Managed confidential information with discretion and professionalism, ensuring compliance with relevant regulations and industry standards, particularly in marketing campaigns and sensitive data handling.

• Spearheaded successful fundraising initiatives for flow-through products, leveraging strategic marketing and sales-driven campaigns.• Played a pivotal role in surpassing fund goals at Marquest, employing innovative marketing strategies and driving sales through effective initiatives.• Orchestrated goal-driven mass email campaigns via MailChimp, contributing to increased lead generation and conversion rates.• Produced engaging educational videos for clients and advisors, aligning content with sales objectives.• Served as the primary liaison for collaborations with web specialists, handling social media, video content, and podcasts.• Implemented and maintained impactful sales and marketing content on the company website to drive customer engagement and conversion.• Acted as the primary liaison for collaborations with web specialists, overseeing social media, video content, and podcasts to maximize reach and impact.• Facilitated CE-accredited presentations for professional advisors, achieving set engagement and conversion goals.• Coordinated French document review and preparation as the primary contact.• Orchestrated French document review and preparation, demonstrating meticulous attention to detail in compliance matters.• Managed multiple sales channels, including IIROC, EMD, and MFDA, ensuring accurate information tracking and product approval integrity.• Provided comprehensive administrative support to the Sales team.• Acted as the central communication hub within the Sales and Marketing departments.

• Organized key initiatives supporting the Construction, Commercial, and Residential Product Management Team, contributing to enhanced product performance and market positioning.• Coordinated the creation of KPI reports, including market share trends and earnings analysis for specific products and options.• Championed cross-departmental collaboration to craft compelling promotional materials, competitive analyses, and sales training content, fortifying sales efforts and empowering the dealer network.• Played a pivotal role in cross-functional projects, including impactful contributions to new product launches, sales campaigns, and marketing initiatives, demonstrating adept project management skills.• Proactively created and curated content directed by the Product Management team to assess market conditions, analyze competitor activities, and stay ahead of market trends, fostering strategic decision-making at Kubota Canada Ltd.• Delivered exceptional sales and marketing support for the Canada field sales team and dealer network, offering responsive assistance for inbound product inquiries, and actively contributing to outbound initiatives in the Canadian market.• Led a successful Commercial project, demonstrating strategic vision and effective project management capabilities, resulting in positive outcomes for Kubota Canada Ltd• Conducted informative and engaging presentations to dealers on new product launches, enhancing product knowledge and fostering strong dealer relationships.• Updated Sales and Marketing information on the website, including proficiently translating content to French, catering to a broader audience, and enhancing the brand's reach.• Developed comprehensive training materials for the dealer network and internal use, equipping teams with the knowledge and skills needed for successful product promotion and sales.

• Led comprehensive market analysis and competitive assessments in collaboration with matrix partners, facilitating strategic decision-making processes to drive business growth.• Played a key role in crafting compelling point-of-sale materials, bulletins, newsletters, and other impactful communications, ensuring a consistent and persuasive brand message.• Supported marketing analysis and competitive reviews by conducting thorough research and collaborating closely with matrix partners, providing valuable insights to inform strategic initiatives.• Leveraged bilingual proficiency in English and French to translate, interpret, and elucidate documents, policies, and procedures, facilitating seamless communication across diverse audiences.• Managed third-party relationships related to ancillary and fee income products, contributing to revenue growth and optimizing partnership effectiveness.• Collaborated with MIC's Dealer Training Specialists to develop comprehensive training materials for dealership staff, manufacturer partners, MIC Account Executives, and internal teams, ensuring a well-equipped and informed sales force.• Conducted monthly meetings with sales teams and leaders to disseminate crucial updates, discuss sales targets, and implement improvements, fostering a dynamic and results-driven sales environment.• Executed tactical planning in alignment with departmental strategy under supervision, contributing to the overall success of marketing initiatives and organizational objectives.

• Pioneered the establishment of the customer service department, meticulously formulating rules, regulations, and KPIs, while seamlessly integrating a cutting-edge CRM system. Assembled a dynamic team by strategically hiring 3 Sales Representatives and 2 Customer Service Representatives.• Led and managed a team of 3 customer service representatives in a high-volume call center environment.• Provided guidance, coaching, and support to team members to ensure high performance and adherence to company standards.• Implemented and maintained quality assurance programs to monitor and evaluate customer interactions for adherence to company policies and service standards.• Developed and conducted training programs for new hires, ensuring a smooth onboarding process and quick integration into the team.• Successfully implemented strategies to optimize quantitative metrics, including Forecasted Volume, Offered and Handled Volume, AHT, Service Level, Average Speed of Answer, and Abandonment Rate.• Elevated operational performance by dissecting internally generated KPI reports, promptly identifying potential challenges, and implementing innovative Sales & Customer Service procedures for heightened efficiency.• Drove business expansion by aggressively identifying and pursuing new prospects through diverse sales lead channels, fostering collaboration across departments for holistic business development.• Demonstrated exceptional sales prowess by consistently surpassing targets in 14 out of 16 months, including during the challenges posed by the pandemic, resulting in a commendable 10% growth in the business portfolio.• Successfully navigated bids and tenders ranging from $10,000 to $200,000, securing lucrative multi-year deals that fortified the company's market position.• Cultivated strong relationships with key decision-makers within client organizations, strategically driving growth and fostering client retention.

• Kept up-to-date with new warranty bulletins, TSBs, WABs, and warranty policies, and campaigns to ensure accuracy in claims processing.• Collaborated with field warranty consultants to review claims, identify and solve issues, and obtain accurate information.• Translated various company documents, official letters, and marketing materials to support effective communication with customers and dealers.• Analyzed requests for assistance and provided guidance to customers and dealers on the approval/denial of requests based on established policies and procedures.• Made decisions related to goodwill cases within pre-determined limits to ensure customer satisfaction.• Coordinated with the billing department and customers to resolve any problems related to billing.• Shared best practices for sales and customer service with team members to improve the store's efficiency and performance.• Conducted monthly dealer visits to meet with sales staff and managers, discuss customer issues, and develop appropriate remedies.

• Effectively managed high volume of customer and internal department emails, ensuring timely and appropriate responses.• Conducted thorough reviews of internally generated Quality Assurance reports to identify and resolve potential issues.• Analyzed customers' needs, requirements, and level of satisfaction with Arkadin products and services, and used this information to improve service delivery and enhance customer experience.• Developed, recommended, and implemented operational improvement strategies that improved the alliance between internal and external customers.• Streamlined customer report delivery processes and provided timely status updates to appropriate personnel, while also identifying areas for future enhancements.• Acted as an escalation point for the delivery of changes and resolution of service issues to ensure effective and timely communication.• Established and maintained strong relationships with key stakeholders from all areas of the company.• Successfully implemented new Customer Service procedures that significantly increased efficiency.• Identified management control weaknesses and provided valuable suggestions for remediation.

• Responded to technical inquiries from both English and French-speaking customers via phone, email, and fax.• Diagnosed warranty claims, analyzed parts for defects, and reported findings to management.• Sourced data on competitor products and publications to develop cross-reference, competitor profiling, and competitive pricing matrix.• Researched OEM/OES car dealer part and application information, and updated pricing regularly.• Managed product benchmarks, demonstrations, and testimonials for performance evaluation.• Reviewed sales data, customer concerns, and new opportunities to drive business strategy at weekly planning sessions.• Assessed vendor products and maintained positive vendor relations to ensure timely and quality delivery of products.• Coordinated with internal teams to ensure product information accuracy and consistency across all marketing channels.• Monitored product inventory and delivery schedules to ensure timely availability of products.

• Maintained current knowledge of new warranty bulletins (TSB, WABs, and Warranty Policies) and campaigns.• Utilized extensive excel sheets and AS400 to efficiently process warranty orders.• Managed over 300 claims daily, including approving payments and providing feedback to dealers on returned claims.• Delivered accurate information on promotions, customer programs, and products to ensure exceptional customer service and drive retention.• Built strong, long-term customer relationships by providing detailed order, account, and service information.• Offered primary customer support to both internal and external customers in a fast-paced environment.

• Conducted thorough analysis of customer information to identify issues and provide effective solutions while ensuring top-notch service delivery.• Collaborated closely with customers, internal teams, Zones, and Dealers to accurately address inquiries and concerns.• Managed customer communications, including telephone, email, and written correspondences, from across Canada.• Reviewed assistance requests, assessed them against existing policies and procedures, and promptly communicated approval/denial decisions to customers and dealers.• Supported decisions on goodwill cases within specified limits.

• Helped soccer team to promotion 2 years in a row.• Started 56 out 68 matches.• Attended and arrived at all practices and games at designated times.• Encouraged and built mutual trust and respect among team members.• Effectively communicated with fellow team members, subordinates, coaches, and supervisors.• Elected to team's Leadership Council following freshman year.