Experience

CWB Group

• Canada
• Public Safety
• 100 - 200 Employee

• Online Learning and Development Manager

  • Apr 2022 - Nov 2023

  Ontario, Canada

• Education and Learning Specialist

  • Apr 2021 - May 2022

  Ontario, Canada



Bell Media

• Canada
• Entertainment Providers
• 700 & Above Employee

• Sales Development Specialist, Affiliate Sales

  • May 2016 - Feb 2021

  -Develop and train product and sales knowledge to call centre agents and new hires. -Complete data analysis and support Account Manager with performance and strategic revenue planning initiatives and sales enablement programs including post-mortems. -Focus on product feature prioritization, user experience, positioning and communication. -Actively sets mutual expectations with Sales Business Partners so that trusted working relationships are productive and constructive. -Sales… Show more -Develop and train product and sales knowledge to call centre agents and new hires. -Complete data analysis and support Account Manager with performance and strategic revenue planning initiatives and sales enablement programs including post-mortems. -Focus on product feature prioritization, user experience, positioning and communication. -Actively sets mutual expectations with Sales Business Partners so that trusted working relationships are productive and constructive. -Sales enablement through creative incentive plans to drive agent performance and close sales knowledge gaps through training and coaching. -Collaboration with the marketing team to incorporate marketing strategy into the sales training and sales enablement programs. Show less



Bell

• United Kingdom
• Advertising Services
• 1 - 100 Employee

• Technical and Billing Training Specialist

  • Sep 2013 - Apr 2016

  -New and continuous technical and billing training for residential products and services. -Subject matter expert for residential product information, policies and procedures. -Developed, revamped and executed training programs to improve the knowledge retention, engagement and performance of call centre agents. -Delivered traditional and modernized training that included e-learning, simulations and followup on-job coaching. -Monitor link between curriculum and job performance… Show more -New and continuous technical and billing training for residential products and services. -Subject matter expert for residential product information, policies and procedures. -Developed, revamped and executed training programs to improve the knowledge retention, engagement and performance of call centre agents. -Delivered traditional and modernized training that included e-learning, simulations and followup on-job coaching. -Monitor link between curriculum and job performance through follow-up coaching and ensuring learning translates to performance.

• Subject Matter Expert

  • Sep 2009 - Aug 2013

  Toronto, Ontario, Canada -Highly analytical thinker with demonstrated talent for identifying, improving, and streamlining complex work processes. -Vast call center knowledge on all products, policies and procedures. -Goal-driven coach who maintains a productive climate and confidently motivates and coaches employees to meet high performance standards. -Raised bottom performer KPI’s at an average of 20% per agent by teaching, coaching, supporting and ensuring consistent follow-ups. -Partnered with the… Show more -Highly analytical thinker with demonstrated talent for identifying, improving, and streamlining complex work processes. -Vast call center knowledge on all products, policies and procedures. -Goal-driven coach who maintains a productive climate and confidently motivates and coaches employees to meet high performance standards. -Raised bottom performer KPI’s at an average of 20% per agent by teaching, coaching, supporting and ensuring consistent follow-ups. -Partnered with the Quality Assurance team to facilitate the implementation of new Call Quality score sheet to ensure a consistent and improved client experience. -Innovative problem-solver who can generate workable solutions and resolve complaints. -Highly motivated self-starter who takes initiative with minimal supervision.