Experience

CareCru

• United States
• Software Development
• 1 - 100 Employee

• Senior Director Customer Experience

  • Jul 2021 - Present

• Director Customer Support

  • Feb 2021 - Jul 2021

• Technical Support Manager

  • Oct 2020 - Feb 2021



LifeLabs Medical Laboratory Services

• Canada
• Hospitals and Health Care
• 700 & Above Employee

• Manager, Client and Customer Support

  • Dec 2017 - Aug 2020

  Managed the technology call center, supporting over 3.5 million customers in BC, Saskatchewan and Ontario and over 75k Healthcare Providers in BC. Supported a team of 26 call center agents, reporting directly to me. Created a high performance team, improved employee engagement and team KPI’s. Responsible for the customer experience strategy, automating business processes, strategic planning, IT and privacy compliance, client and customer management. This role actively collaborated with the technology development team for continued streamlining of services.



ICBA Benefit Services Ltd.

• General Manager

  • Jan 2011 - Jul 2017

  Managed and coordinated day-to-day administrative and office activities of the benefits administration team. Responsible for P&L, audits, HR, vendor relations and contracts. This role actively collaborated with the executive team and contributed as a member of the organization’s senior leadership. Managed and coordinated day-to-day administrative and office activities of the benefits administration team. Responsible for P&L, audits, HR, vendor relations and contracts. This role actively collaborated with the executive team and contributed as a member of the organization’s senior leadership.



ICBA | Independent Contractors and Businesses Association

• Canada
• Construction
• 1 - 100 Employee

• General Manager

  • Sep 2006 - Jul 2017

  Managed and coordinated day-to-day administrative and office activities, which included budgets, P&L, office support, information technology, facilities and office management (such as space planning, construction management and office maintenance), vendor relations and contracts, and most aspects of human resources in the absence of a dedicated HR staff. This role actively collaborated with the executive team and contributed as a member of the organization’s senior leadership. Managed and coordinated day-to-day administrative and office activities, which included budgets, P&L, office support, information technology, facilities and office management (such as space planning, construction management and office maintenance), vendor relations and contracts, and most aspects of human resources in the absence of a dedicated HR staff. This role actively collaborated with the executive team and contributed as a member of the organization’s senior leadership.



Brinks Canada Ltd

• Administration Manager, Western Canada

  • May 2002 - Sep 2006

  Supervisor of three direct reports in the administration department, assistant to the General Manager of BC/Yukon, sales support, organizer of company functions. Supervisor of three direct reports in the administration department, assistant to the General Manager of BC/Yukon, sales support, organizer of company functions.



Loomis Courier

• Administrative Assistant

  • 1998 - 2002

  Responsible for owner/operator payroll, daily cash deposit, accounts payable, contract billing, reception relief, and general office duties. Responsible for owner/operator payroll, daily cash deposit, accounts payable, contract billing, reception relief, and general office duties.