Experience

Enercare Inc.

• Canada
• Consumer Services
• 400 - 500 Employee

• Senior Vendor Manager, Sales & Service

  • Jan 2022 - Present

• Customer Experience Manager

  • Feb 2020 - Feb 2022

• Back Office Manager - Customer Ops

  • Dec 2018 - Feb 2020

  Responsible in leading a team of complaints specialists to drive performance on daily tasks and achieve long term goals aimed at customer experience. Act as an agent of change within the Home Service Operations environmentWork with internal groups and external operating groups, such as Call Center partners, to promote awareness an adherence to Enercare's customer escalation pathsCoach and develop team members, be responsible for all aspects of performance management and positively support a group of staff through continual feedback on business and individual goal attainment

• Operations Analyst

  • Jun 2016 - Dec 2018

  Responsible for executing tasks that support various Operations internal and external groups.Primary responsibilities include: conducting various functions such as processing transactions, files and batches related to payments, billing and rate management as well as researching and resolving exceptions in these key areas. Contribute towards Enercare's success by meeting business objectives, improving the performance of internal operation, ensuring customer satisfaction and continuous improvement of operating practices and procedures to reduce risk and increase operational effectiveness.

• Customer Relations Manager

  • Jul 2015 - Jul 2016

  Create and retain customer loyalty by establishing rapport with the customer while planning and developing customer-focused programs, overseeing the resolution of customer concerns and facilitating the delivery of products and/or services to the customer. Handle escalated customer account inquiries; using in depth understanding of the customer environment, customer influences, decision makers and business challenges to both provide guidance around and enhance customer relationships.



FGL Sports Ltd

• Canada
• Retail
• 700 & Above Employee

• Sales Associate

  • 2011 - 2016

  Providing a broad knowledge of the wide world of sports and applying this expertise to help customers make informed buying decisions. Being a leader on the sales floor, excelling in the area of personal sales, providing exceptional customer service, and demonstrating high levels of product knowledge. In addition, assisting in the overall store presentation and pricing levels, as well as product management. Providing a broad knowledge of the wide world of sports and applying this expertise to help customers make informed buying decisions. Being a leader on the sales floor, excelling in the area of personal sales, providing exceptional customer service, and demonstrating high levels of product knowledge. In addition, assisting in the overall store presentation and pricing levels, as well as product management.



Direct Energy

• United States
• Utilities
• 700 & Above Employee

• Compliance Coordinator

  • Jan 2014 - Jul 2015

  Acting as a triage point of contact and support for Appliance Plan customer claims. Support the Claims and Product business to ensure corporate goals are met in a manner that provides best-in-class customer satisfaction.

• Complaints administrator

  • Apr 2013 - Jan 2014



Municipal Property Assessment Corporation

• Government Administration
• 700 & Above Employee

• Employee Programs - Co op

  • Apr 2014 - Sep 2014