Experience

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  First Nations Bank of Canada

  • Walpole Island 46, Ontario, Canada

  • Branch Manager

    • Mar 2024 - Present
    • Walpole Island 46, Ontario, Canada

    Coaching staff to customer service excellenceBuild customer relationships to ensure longevity of business relationships in the communityEnsure branch successfully meets and exceeds all business and legislative requirements

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  Illumination Training Solutions Inc.

  • Inwood, Ontario, Canada

  • Company Owner

    • Nov 2017 - Present
    • Inwood, Ontario, Canada

    Training needs assessmentsWork breakdown structuresInstructional design for onsite instructor-led and synchronous on-line learningConversion of onsite instructor-led training to online virtual trainingDelivery of onsite Instructor-led trainingDelivery of synchronous on-line learningDevelop training and feedback strategies to ensure success of major process and software platform changes

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  Doxim

  • London, Ontario

  • Training Consultant

    • Nov 2017 - Present
    • London, Ontario

    • Working with subject matter experts to develop work breakdown structures for instructional design, procedure documentation and training delivery, using multiple formats including procedure manuals, group discussion, games, lecture, simulations and videos. • Delivered synchronous and asynchronous training, converting all training from classroom to online in 2 days at Covid shutdown• Assisted clients with change management and training evaluation as they introduced new software tools to their staff• In addition to specific training instructional design I have also created written documentation and/or video guides used by customer support, product development and clients.

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  London Life

  • Insurance
  • 700 & Above Employee

  • Business Process Specialist

    • Sep 2005 - Oct 2017

    BUSINESS PROCESS SPECIALIST • LONDON LIFE (NOW CANADA LIFE) • 2003 - 2017• Led and participated in project teams to review and update a number of business processes across multiple lines of business. My teams evaluated performance data and identified trends; recommending and executing process and training solutions• I identified and proposed a complete re-structuring of our operational audit processes by reviewing existing processes in light of internal audit results. This led to a 2-year project leading a team to create a databank, develop processes, oversee change management and train audit staff. • In response to increased government compliance regulation I reviewed all relevant processes. With the compliance team and end users we developed new processes along with the necessary supporting documentation. I trained the trainers in preparation for instructor-led training and personally provided one-on-one support as required. As a result, we increased our audited compliance results from 40% to 92% over 1 year.

  • Wealth management audit team coordinator (temporary assignment)

    • Sep 2011 - Mar 2014

    As a result of previous work developing operational audit standards and processes I was assigned the role of designing processes, reporting tools and providing the associated training for a new stand-alone operational audit team for our segregated and mutual fund lines of business. I also worked with the internal audit department to develop fair and reasonable metrics for their reviews.- Assessed performance & training needs, created work-breakdown structures and designed and delivered training and documentation to match. Previously inexperienced auditors were able to function effectively in their roles.- Completed a process and training needs assessment to support an auditor discouraged by extremely high error rates. Proposed a change to the standard audit and training cycle for those users. Results decreased error rates from 75% to 35% as the adjusted audit cycle continued. I recommended increased focus on one-on-one training with staff which reduced error rates yet further.- This new audit of administrative practices created change management challenges with the staff. To help counteract this I created a course explaining the purposes and principles and delivered it to all admin staff in small groups of 15 – 30. This resulted in a better than expected response to auditing.

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  London Christian Fellowship International

  • London, Ontario , Canada

  • Director of Adult Education - Volunteer

    • 2003 - May 2017
    • London, Ontario , Canada

    • I was responsible for congregational adult education. Over several months I worked with my team to develop a training plan and instruction design for short and long-term training initiatives.• I developed a succession plan by training and releasing other gifted volunteers to lead and facilitate formal training courses.

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  London Life

  • London, Ontario

  • Senior bilingual customer service representative

    • Sep 2003 - Aug 2005
    • London, Ontario

    • Analyzed team metrics and recommended appropriate leadership, training and/or documentation solutions for any issues identified • Evaluated and provided possible solutions for current and future trends that might affect performance• Resolved escalated client concerns • Supervised and provided on-the-job training for newly onboarded customer service representatives• Provided team leadership in the absence of the manager