Experience

TFG Financial

• Canada
• Financial Services
• 1 - 100 Employee

• Senior Manager Training & Development

  • Nov 2022 - Present

  • Drive engagement within the sales department in the onboarding process for new employees and ensure a proper handoff of trainees to their sales leader• Develop and deliver a leadership development program to contribute to the success of sales Team Leaders• Work closely with sales leaders to identify performance related issues and seek to correct through continued training and/or Performance Improvement Program• Identify training needs by evaluating strengths and weaknesses of the team, individual employees and/or customers• In conjunction with sales leaders, develop sales contests to incent increased performance amongst sales team members• In conjunction with sales leaders, plan, promote and execute on team building events• Be the sales department champion of corporate initiatives such as employee engagement surveys and security awareness training and work to increase participation• Review exit interviews with HR and work with sales leaders to review, recommend and address areas for improvement Show less

• Call Center Manager

  • Mar 2020 - Nov 2022

  ▪ Co-managed Sales Account Managers with individual, team, monthly, quarterly and FY sales targets▪ Grew a team of 12 Account Managers to 41 Account Managers and 8 Team Leads▪ Onboarded and trained over 30 new hires, whilst continually developing training tools and SOP’s for remote team members▪ Implemented and continually developed new system tools, such as Five9, Salesforce and Gong▪ Determined budgets per FY and growth strategies, allocating amongst team members based on tenure and monthly lead volume Show less



Purdys Chocolatier

• Canada
• Retail
• 200 - 300 Employee

• Contact Center Manager, Direct Sales

  • Jan 2019 - Sep 2019

  ▪ Hired, coached and managed the performance of a large customer facing team including 3 Team Leads, 1 Manager, and up to 35 CSRs during peak season▪ Realigned the Contact Centre Team under a new structure, and lead Fundraising Department to 17% growth in sales for the 2018/2019 fiscal year▪ Identified new sales opportunities and delivered on sales targets▪ Managed selection of leads for all outbound campaigns and tracked progress of cold calls▪ Managed CRM activity including assigning calls, managing records and interpreting results▪ Developed and implemented Contact Centre metrics according to industry standards Show less

• Customer Experience Manager, Group, Fundraising & Business Gifting

  • Aug 2017 - Dec 2018

  ▪ Hired, coached and managed the performance of 20+ Seasonal CSR team▪ Assigned cold calls and monitored progress towards sales and productivity goals▪ Created schedule for CSR Team and audited daily timesheets▪ Communicated and lead relationships with transport, delivery partners and other vendors▪ Lead initiatives on employee engagement such as huddles, activities, chocolate tastings, etc.



lululemon

• Canada
• Retail
• 700 & Above Employee

• Team Lead - Guest Education Center (Call Center)

  • Jun 2017 - Aug 2017

  ▪ Lead and managed team of 8 - 10 Guest Educators, providing coaching, training, 1:1s and professional development support▪ Perform monthly qualities on all 3 channels (Phone, Live Chat, Email)▪ Monitor employee engagement to provide and implement processes, events and incentives for constant improvements▪ Provide Floor Lead support when needed

• Floor Lead - Guest Education Center (Call Cente)

  • Apr 2016 - Jun 2017

  ▪ Monitored and managed volume on 3 channels and provided in the moment decisions to ensure productivity and handle rates were within or exceeded expectations▪ Pulled and reported daily call, live/chat/email metrics▪ Acted as shadower for new hires, and reported individual educator stats, providing coaching and feedback



Intact

• Canada
• Insurance
• 700 & Above Employee

• Commercial Services Supervisor

  • Jun 2015 - Nov 2015



Family Insurance Solutions Inc.

• Canada
• Insurance
• 1 - 100 Employee

• Claims Capture Unit Team Leader

  • Jun 2013 - Jun 2015

  Monitoring of claims output as requested by upper management. Scheduling and ensuring unit is adequately staffed during hours of operation. Performing monthly claim audits, team stats, and quarterly 1-to-1’s. Performing annual performance appraisals and mid-year reviews. Provide metrics on call volume, abandonment, and trend analysis year to year. Act as trainer for all new staff including other units on claims system and overall claims procedures

• Claims Capture Unit Assistant Team Leader

  • Nov 2012 - Jun 2013

  Acted as support for team lead. Performed monthly audits of claims. Monitor call volumes and call times of CCU team to ensure calls are answered in a timely fashion and assist as required



Sandman Hotel Group

• Canada
• Hospitality
• 400 - 500 Employee

• Assistant Central Reservations Manager

  • Jan 2012 - May 2012

  Completed payroll and scheduling for department. Completed and analyzed daily conversion reports for all agents. Recruit, interview and hire potential candidates. Performed 3 month/annual appraisal reviews. Completed different projects as assigned by the Manager and Director of Central Services.

• Supervisor Trainer

  • Jul 2010 - Jan 2012

  Train all new reservation agents/clerks in job responsibilities and tasks. Perform monthly quality assurance shop calls and day to day follow ups when new policies and procedures are introduced. Correspond with property managers daily with backup requests and reservation discrepancies.