Experience

Mayfair

• United States
• Financial Services
• 1 - 100 Employee

• Manager, Customer Contact Center

  • Feb 2020 - Present

  Through our 16 state-of-the-art clinics, Mayfair Diagnostics delivers diagnostic imaging excellence and high-quality services, offering a wide range of screening, diagnostic, and interventional procedures in communities across Calgary and in Saskatchewan • Manages the day-to-day operations of the Customer Contact Centre by providing direction, motivation, and leadership to establish an inclusive workplace culture. • Actively participates in the recruitment and hiring of new… Show more Through our 16 state-of-the-art clinics, Mayfair Diagnostics delivers diagnostic imaging excellence and high-quality services, offering a wide range of screening, diagnostic, and interventional procedures in communities across Calgary and in Saskatchewan • Manages the day-to-day operations of the Customer Contact Centre by providing direction, motivation, and leadership to establish an inclusive workplace culture. • Actively participates in the recruitment and hiring of new CCC employees supported by Human Resources. • Leads, develops, and mentors the CCC Assistant Managers to effectively manage Patient Experience Coordinators (PECs) using sound leadership principles and proven contact centre management business principles and practices. • Support the Training Leader to coordinate new cohorts and continuous support to existing Patient Experience Coordinator. • Support WFM Leader to better schedule and maximize efficiency. • Support the QA specialist to ensure Patient Experience is consistent throughout the CCC and to continually improve our Patient’s journey. Show less Through our 16 state-of-the-art clinics, Mayfair Diagnostics delivers diagnostic imaging excellence and high-quality services, offering a wide range of screening, diagnostic, and interventional procedures in communities across Calgary and in Saskatchewan • Manages the day-to-day operations of the Customer Contact Centre by providing direction, motivation, and leadership to establish an inclusive workplace culture. • Actively participates in the recruitment and hiring of new… Show more Through our 16 state-of-the-art clinics, Mayfair Diagnostics delivers diagnostic imaging excellence and high-quality services, offering a wide range of screening, diagnostic, and interventional procedures in communities across Calgary and in Saskatchewan • Manages the day-to-day operations of the Customer Contact Centre by providing direction, motivation, and leadership to establish an inclusive workplace culture. • Actively participates in the recruitment and hiring of new CCC employees supported by Human Resources. • Leads, develops, and mentors the CCC Assistant Managers to effectively manage Patient Experience Coordinators (PECs) using sound leadership principles and proven contact centre management business principles and practices. • Support the Training Leader to coordinate new cohorts and continuous support to existing Patient Experience Coordinator. • Support WFM Leader to better schedule and maximize efficiency. • Support the QA specialist to ensure Patient Experience is consistent throughout the CCC and to continually improve our Patient’s journey. Show less



TD Insurance

• Canada
• Insurance
• 700 & Above Employee

• Transitional Team Manager-CCC

  • Nov 2017 - Jan 2020

  •Managed all training of new recruits with a consistent %80 New hire employee retention rate. •Offering continual support team development ensuring they have the necessary tools to operate within a team and as individuals. •Leading role in new employee recruitment and training. •Coordinated resources for all training and coaching teams enabling accurate implementation of company policy and action plans. •Played a critical role in new recruit career development •Communicated new… Show more •Managed all training of new recruits with a consistent %80 New hire employee retention rate. •Offering continual support team development ensuring they have the necessary tools to operate within a team and as individuals. •Leading role in new employee recruitment and training. •Coordinated resources for all training and coaching teams enabling accurate implementation of company policy and action plans. •Played a critical role in new recruit career development •Communicated new skills and behaviour coaching strategies.

• Team Manager (Outbound-Loyalty)

  • Nov 2016 - Nov 2017

  • Oversee the development of specialized teams (senior advisors) • In charge of the Loyalty and Outbound teams. The priority of those teams is to focus on retaining our current clientele and making sure they have the right product for their needs. • Support advisors in their development and achieving their goals. • Support advisors in their career development. • Finished 1rst in Canada for new and current customer retention (2nd and 3rd Quarter) • Overall loyalty and outbound… Show more • Oversee the development of specialized teams (senior advisors) • In charge of the Loyalty and Outbound teams. The priority of those teams is to focus on retaining our current clientele and making sure they have the right product for their needs. • Support advisors in their development and achieving their goals. • Support advisors in their career development. • Finished 1rst in Canada for new and current customer retention (2nd and 3rd Quarter) • Overall loyalty and outbound team surpassed their annual target

• Team Manager (Customer Contact Centre)

  • Nov 2015 - Nov 2016

  • Successfully coached teams on skillset, behavior, product education and implementation. • Oversee proper implementation of tools and strategies to increase career development and training • In charge of inbound call team. • Support advisors in their development and achieving their goals

• Insurance advisor

  • Jan 2010 - Nov 2015

  • Awarded twice TD’s top advisor performance award (All stars) • Advised customers on all of our auto and home insurance products • Risk analysis to properly cover our clientele • Excelled in client retention and new client accounts



iA Groupe financier (Industrielle Alliance)

• Canada
• Financial Services
• 1 - 100 Employee

• Financial Advisor

  • Mar 2007 - Dec 2009

  • Advised client on all financial products such as life insurance, RRSP, Celi, investments. • Well adapted to the many needs of my clientele. • Flexible schedule and work travel. • Ensured all clientele were given proper risk analysis in order to offer the best customized product that fit their needs. • Advised client on all financial products such as life insurance, RRSP, Celi, investments. • Well adapted to the many needs of my clientele. • Flexible schedule and work travel. • Ensured all clientele were given proper risk analysis in order to offer the best customized product that fit their needs.