→ Supports review of existing processes for business teams, including downstream impact for the purpose of increasing efficiency & accuracy.→ Participate in projects to provide input on technical / data needs and impact.→ Provide support in automation, testing and complex tasks→ Provide audit and ad-hoc reporting support to the business teams.Side Projects:→ Implementation of scheduled Power Automate Cloud Flow to capture organizational changes for quarterly management compensation purposes.→ Conversion of linear VBA license scraping into parallel Power Automate Desktop flows.→ Creation of VBA and Power Query Excel tool to audit bi-weekly salary and bonus advance payments.→ Creation of VBA tool to calculate and generate data extracts for quarterly field bonus statements.

Side Projects:→ Creation of Data Replication tool to validate and move data between different systems.→ Automation of AS400/IBMi system to capture, validate, and update data.→ Assisted with formatting of compensation documents.→ Creation of insurance license automation including parsing of insurance council sites, and updating of Siebel CRM and mainframe database using the received information.→ Introduced new automated steps for insurance Errors and Omissions update process.→ Creation of electronic filing system for contact information changes to accommodate work from home during COVID19.→ Creation of update tool for MB and BC annual license renewals.

→ Ensured compliance of contractual and licensing obligations. → Monitored and audited data in the systems such as SIEBEL and AS400/IBMi.→ Created, amended, and deleted pertinent name, address, banking, and contract related information on agent contracts.→ Processed Agent of Record change for inforce policies as per process guidelines.→ Maintained a comprehensive filing system.Side Projects:→ Creation of VBA scripts for automation, data entry, data validation, and web scraping purposes.→ Development and creation of Outlook VBA macro to provide accurate and efficient virtual filing.

→ Provided on-boarding support and procedure feedback for the new advisor portal.→ Assisted with the amalgamation of Great-West Life, London Life, and Canada life into one company under the name Canada Life.→ Ensured project timelines are met through proactive approaches and quick response times to phone calls, emails, letters, and fax requests.→ Tracked and applied requested account and third party accesses.

→ Responsible for achieving and exceeding both client and company KPIs.→ Led teams of 4 to 7 supervisors, and 50 to 120 agents.→ Managed Contact Center Operation with different support channels. (Voice and E-mail)→ Ensured project is functioning efficiently and all issues were resolved before performance was affected.→ Administered incentive plans and rewards system.→ Mastered different client tools and CRMs to find methods to improve processes.

→ Managed the performance of a team of 15 to 20 technical support agents.→ Ensured each team member are aware of their current performance, targets, and what can be done to achieve and exceed the targeted KPIs.→ Assisted struggling agents with technical or general issues.→ Identified and prioritized agents that needed additional support.

→ Assisted customers with inquires and concerns regarding Android handheld devices.→ Understood different Android device models, software versions, and hardware specs to provide fast and accurate resolutions.→ Provided remote assistance to mobile or computer devices for struggling customers to fix their issues.