Network Expansion Manager

• Aug 2021 - Present

Independent Business Developer & Operations Consultant

• Mar 2021 - Aug 2021

Delivery Manager

• Oct 2019 - Aug 2020

Project Coordinator

• 2017 - Nov 2019

Core responsibilities: documenting customer requirements, tracking deliverables, supporting the RFP process, and managing the development and QA of training curriculum solutions for the pharmaceutical industry consisting of static, interactive and digital assets, delivered during live and virtual training meetings. Projects spanning several months to 1+ year, and reaching up to $1.5 million USD, with complex regulatory specifications.• Implemented procedure changes leading to increased efficiency by reducing time spent on administrative tasks, leading to increased profit margins• Took charge of creating and maintaining missing training and P&P documents• Acted as a SME for live meeting logistics, specifically for arranging fulfillment of printing and physical props for workshops• Directly contributed to the success of critical projects by being flexible, and accommodating after-hours, last-minute requests from stakeholders.Main systems/software used: MS Office, MS Project, Oracle NetSuite, Asana, JIRA, Multiple compliance CMS systems (primarily Zinc and Veeva)

Project Manager

• May 2019 - Oct 2019

Project Manager

• 2016 - 2017

Core responsibilities: managing various projects within client specifications, with a primary focus on IT solutions delivery (proprietary SaaS platform), operations and facilities. Short projects with budgets less than $50,000 CAD.• Successfully increased market share in Quebec market by supporting RFP and training processes• Spearheaded the addition of administrative modules to the company’s SaaS platforming, allowing better tracking of project status, as well as daily operations• Contributed to client success by leading client onboarding, including performing integration and training sessions• Implemented internal wiki to consolidate process and client knowledge• Implemented rudimentary ITAM system & processes, including asset audits• Implemented policies leading to increased IT security• Oversaw management and installation of IT for Montreal and Calgary offices, including participating in the design, installation and configuration of VoIP services (PBX co-located with third party provider)Main systems/software used: MS Office, proprietary SaaS platform, customer in-house task tracking app

Bilingual Claims Specialist

• 2014 - 2017

Core responsibilities: managing daily operations (injury claims management), client relations, account management, and special projects as assigned.• Successfully launched firm’s services in new target market: Quebec• Increased the denial rate of illegitimate claims at the CNESST, directly contributing to savings of several hundreds of thousands of dollars for clients• Managed special projects as assigned; as part of a team, and sometimes lead, until being promoted in June 2016 to Project Manager.• Ensured QA and acted as tester to perform QC for new functionality (SaaS)• Acted as a SME regarding CNESST legislation, policies, and proceduresMain systems/software used: MS Office, proprietary SaaS platform, customer in-house task tracking app

Senior Customer Service Representative

• 2013 - 2014

Core responsibilities: managing daily rental operations, customer service, lead generation, as well as assisting with general managerial duties.• Increased branch profits by contributing to growth of corporate clientele• Negotiated rental rates with insurance agents, increasing rental profits• Achieved second highest regional sales, contributing to overall profitability• Managed special projects as assigned, including the creation of a JHSC as well as renovations to the retail location

Sales and Leasing Consultant

• 2013 - 2013

Bilingual Customer Care & Service Support Rep

• 2012 - 2013

Core responsibilities: managing daily customer service, order entry and tech support for authorized repair centres for Milwaukee, Ryobi, Homelite, Stiletto and Husky generators.• Led the creation of a warranty support department dedicated to the Quebec market, directly contributing to increased customer satisfaction• Managed special projects as assigned, including change management related to new process implementation and updates to existing processes• Streamlined new repair centre onboarding process• Managed the employee purchase program, including billing and shipping

Professional Consultant

• 2011 - 2012

Core responsibilities: fielding calls escalated from Tier 1 call centre agents, and managing cases containing complex problems or complaints.• Successfully increased brand and dealership loyalty by providing top-tier customer service• Managed projects as assigned, including managing recall campaigns• Negotiated with dealerships on warranty repairs and goodwill financial disbursement to increase profitability of head office operations• Achieved a client satisfaction rating of 90%+, surpassing the unit average of 85%, as measured by post-call surveys

Credit Analyst and Customer Service Associate

• 2007 - 2011

Core responsibilities: adjudicating credit applications from new and existing customers by reviewing and interpreting credit reports from both Equifax and Trans Union to render decisions.• Assisted in the redesign of new hire training curriculum• Managed special projects as assigned, including the creation and operation of a monthly internal newsletter aimed at employees• Adjudicated credit applications with judgemental lending authority up to $50,000 CAD and USD• Promoted to Supervisor in 2010 and tasked with acting as on-the-job trainer and coach to new analysts, while assisting with performance reviews