Experience

Bench Accounting

• Canada
• Accounting
• 400 - 500 Employee

• Sr Team Lead, Bench Tax

  • Jan 2023 - Present



Parkland Corporation

• Canada
• Oil and Gas
• 700 & Above Employee

• Customer Experience Manager

  • Jun 2019 - Feb 2022

  Redesign, create, and scale customer experience model and NPS strategy to assure accountability as well as improve CSAT and NPS. Strengthen relationships with national leadership team, local leaders, and external stakeholders to eliminate gaps between the current customer care model. Hold full accountability for preparing and following customer experience KPIs throughout the region. ● Established and grew business as well as maintained long term working relations with 6500 customers by… Show more Redesign, create, and scale customer experience model and NPS strategy to assure accountability as well as improve CSAT and NPS. Strengthen relationships with national leadership team, local leaders, and external stakeholders to eliminate gaps between the current customer care model. Hold full accountability for preparing and following customer experience KPIs throughout the region. ● Established and grew business as well as maintained long term working relations with 6500 customers by designing a loyalty call out program. ● Set a benchmark of excellence by creating and increasing customer experience team size by 40% and delivering training on new customer experience model to grow CSAT of all interactions. ● Significantly raised auto delivery conversions by 15% by executing effective policies. Show less Redesign, create, and scale customer experience model and NPS strategy to assure accountability as well as improve CSAT and NPS. Strengthen relationships with national leadership team, local leaders, and external stakeholders to eliminate gaps between the current customer care model. Hold full accountability for preparing and following customer experience KPIs throughout the region. ● Established and grew business as well as maintained long term working relations with 6500 customers by… Show more Redesign, create, and scale customer experience model and NPS strategy to assure accountability as well as improve CSAT and NPS. Strengthen relationships with national leadership team, local leaders, and external stakeholders to eliminate gaps between the current customer care model. Hold full accountability for preparing and following customer experience KPIs throughout the region. ● Established and grew business as well as maintained long term working relations with 6500 customers by designing a loyalty call out program. ● Set a benchmark of excellence by creating and increasing customer experience team size by 40% and delivering training on new customer experience model to grow CSAT of all interactions. ● Significantly raised auto delivery conversions by 15% by executing effective policies. Show less



Shaw Communications

• Canada
• Telecommunications
• 700 & Above Employee

• Loyalty Care Supervisor

  • Sep 2016 - Jun 2019

  Achieved bottom line results by executing and retaining a new commission and rewards model. Liaised with employees to implement everyday decisions making processes with front-line agents. Supervised loyalty care team as well as retained customers while growing relations with the company. Actively contributed in the hiring process to meet staffing levels and attain department service levels. Built synergies with directors, managers, supervisors, and front-line agents for developing a performance… Show more Achieved bottom line results by executing and retaining a new commission and rewards model. Liaised with employees to implement everyday decisions making processes with front-line agents. Supervised loyalty care team as well as retained customers while growing relations with the company. Actively contributed in the hiring process to meet staffing levels and attain department service levels. Built synergies with directors, managers, supervisors, and front-line agents for developing a performance commissions model. ● Succeeded in retaining business growth by generating revenue for the department. ● Promoted two team members to the supervisor position for meeting revenue retention target. ● Led a high performing team of 12-20 loyalty care agents to accomplish all assigned objectives and key performance indicators through strict conformance to company policies, rules, and regulations.

• Technical Support - Supervisor

  • Jun 2015 - Aug 2016

  • Manage team of 21 Agents • Drive Department KPI’s • Coach and develop Agents • Manage Reliability of Agents • Drive employee Engagement • Develop and Implement Department incentives to drive KPI’s

• Loyalty Care Front line agent

  • Aug 2012 - Jul 2015

  Primarily handle disconnections at Shaw Cable. Selling products and helping customers find the products right for them.

• Contractor/Customer solutions.

  • Jul 2011 - Aug 2012

  Outbound sales position focused on digital upgrade