Advocacy Strategy Coordinator

• Jun 2023 - Present

•Develops and nurtures a network of strategic collaborative relationships across intergovernmental partners. •Advances organizational engagement with the Nanaimo Regional Hospital District, First Nations, other governments, and supporters on project activities. •Researches and recommends strategies to identify priorities and address potential issues and course changes arising from advocacy activities and framework delivery. •Reviews and analyzes sensitive information to proactively identify gaps, risks and/or opportunities. Proposes solutions where needed. •Plans, organizes, and implements project activities and plans. •Reports on project progress and related initiatives •Liaises with key support areas and partners to ensure strategic outcomes are achieved and facilitates resolution of any impediments to progress and success. •Manage the calendars and schedules of advocacy activities, track milestones, and progress of activities. •Organize and report on financial information. •Responds to inquiries, provide correspondence, information, and recommendations. •Develops and creates communication materials in collaboration with key partners, including content for newsletters, news releases, social media, and advertising. Show less

Site Coordinator, Pharmacists in PCN Program

• Mar 2021 - May 2023

•Facilitates Primary Care Clinical Pharmacist (PCCP) integration across multiple British Columbia health care regions and primary care networks (PCNs). •Collaborates with PCN Teams to define and implement PCCP services unique to the community that aligned with PCN strategy. Builds common understanding of issues and priorities between stakeholder groups. •Maintains effective communication by sharing ideas, best practices, provincial trends and exploring opportunities with stakeholder groups. •Identifies and considers emerging service integration opportunities. Advise PCN Leadership teams and recommended effective course of action to fully utilize PCCP resource(s). Designs referral workflows to enable timely and effective patient care. •Maintains a broad, strategic perspective of various PCN objectives while focusing on crucial operational details to expedite PCCP service integration. •Resolves operational issues during implementation and maintenance of the PCCP role including but not limited to, connectivity, technology management, work space, communication and referral workflows, etc. Show less

Manager, Base Management

• Sep 2018 - Oct 2020

•Recruited, developed and led multifunctional local and remote teams (60+ people) within Base Management with responsibilities relating to customer contact center operations, account administration, collections and online order fulfilment.•Cultivated a broad, strategic point of view by reviewing relevant policies, best practices and issues within the telecom industry. •Conducted ongoing career and succession planning conversations with front-line and supervisory staff to encourage their professional growth and development.•Empowered strategy development and execution for my teams by utilizing data analytics. Utilized tools such as Power BI to view customer interaction data and adjust customer engagement strategy based on emerging trends.•Communicated upcoming incentive programs, customer service best practices, and updated on new product roll outs in monthly agent e-newsletter.•Led the Vancouver Island Women @ Shaw employee representation group (ERG).•Improved administrative processes to provide optimal productivity and value outputs for internal and external stakeholders. •Influenced customer experience through omni-channels including voice, messaging, email and online feedback. Excelled at managing customer escalations with a focus on first time resolution and an overall reduction in escalations through root cause resolution.•Drove key initiatives in service of the customer experience such as implementing a new CRM(Salesforce) and chat platform (LiveEngage). Successfully lead and supported teams through multiple organizational changes. Show less

Customer Care Supervisor, Technical Support

• Sep 2015 - Aug 2018

•Led team of 15-20 Technical Support agents to resolve customer technical issues with their video, internet of phone services.•Designed and implemented incentive programs to reduce customer call backs, increase overall customer satisfaction and improve agent engagement. •Conducted ongoing career and succession planning conversations with front-line staff to encourage their professional growth and development.•Facilitated training sessions for agents including by not limited to occupational health & safety training, conflict resolution, customer service and sales skills.•Reduced team customer escalations by 50% (from 30 to 15 per month) through agent training initiatives, monthly performance management goal setting and agent performance reporting. Utilized tools such as Total Rewards platform and Salesforce to empower agent performance. •Led the Nanaimo office Occupational Health & Safety Committee. Conducted building inspections, completed incident reports, hosted employee OH&S events and reported overall location performance to national committee. Show less

Manager, Plan Management Administration, Pharmaceutical Services

• Dec 2012 - Jun 2015

•Managed multi-disciplined teams (30+ employees) responsible for drug plan administration and pharmacy provider billing support contacts in the Pharmaceutical Services Department.•Revised manual drug claim entry processes to reduce the frequency of data entry errors which reduced the frequency of incorrectly paid drug claims for community pharmacies.•Enhanced contact center performance by identifying and implementing new key performance indicators aligned with the department’s strategic objectives then introduced and maintained monthly performance conversations with agents. •Represented the department on organizational initiatives such as the administration system replacement project. Provided guidance to others on department-specific processes and terminology.•Conducted ongoing environmental scanning regarding developments in third party benefits and drug management trends across Canada. Advised Seniors Leaders of potential areas of opportunity or risk to the departments human resources, process and systems. Show less

Team Manager- Plan Management Administration

• Jan 2007 - Dec 2012

•Managed the processing of manual drug claims, pharmacy provider bi-weekly cheque runs, coordination of benefits and system coding of new employer drug benefit plans into the Pharmacy POS claims system.•Managed performance and develop staff (7+) through the identification of personal growth goals and learning opportunities. •Developed key performance indicators for the Plan Management Administration team in the absence of previous performance measures. Communicated measures to staff and conducted ongoing monthly performance conversations.•Identified and implemented process improvements that improved the operational effectiveness of the team in services of improving claim processing performance indicators.•Enhanced contact center performance by implementing routine monthly performance conversations with agents. Implemented new key performance indicators to consistently track and report on performance. Show less

Quality Assurance Coordinator

• 2005 - 2007

Pharmacy Contact Centre Representative

• Jan 2003 - May 2005

Customer Service Representative

• 1999 - 2002