Senior Associate, Client Service - Institutional Markets

• May 2022 - Present

Manager, Product and Innovation

• Sep 2018 - Nov 2020

Manager, Product and Innovation

• Jun 2018 - Nov 2020

Product Manager

• Jan 2014 - Nov 2020

• Support company’s strategic initiatives by leading projects aimed at implementation and execution of key strategic projects that may affect multiple business units within organization. • Oversee ongoing management of all products offered by Heritage, along with all product related materials. • Lead and/or participate in the execution of all projects relating to regulatory mailings, product initiatives and others, and ensure that they are delivered on time and on budget; • Ensure… Show more • Support company’s strategic initiatives by leading projects aimed at implementation and execution of key strategic projects that may affect multiple business units within organization. • Oversee ongoing management of all products offered by Heritage, along with all product related materials. • Lead and/or participate in the execution of all projects relating to regulatory mailings, product initiatives and others, and ensure that they are delivered on time and on budget; • Ensure that product related documents, processes and procedures are in line with all regulatory requirements from Canada Revenue Agency, Employment and Social Development Canada and Ontario Securities Commission.

Product Specialist

• Apr 2012 - Dec 2013

Interim Product Manager

• Jun 2010 - Sep 2011

Manager, Agency Services

• Feb 2008 - May 2010

 Lead and managed workflows for 2 teams (Agency Services and Customer Service Support)  Inbound Call Centre approx. 90-110 calls a day PLUS outbound SalesSupport requests (emails)  Performed quality checks on a monthly basis  Reported stats, trends to VP of Client Services and Operations  Assisted with escalated issues from the Dealing Representatives

Customer Service and Operations

• Oct 2000 - Feb 2007

Positions held during this time frame: Receptionist (3 months), CESG Administrator (3 months), Group Plans and Insurance Administrator (approximately 2 years), Customer Service Representative (approximately 2 years), Supervisor, Customer Service (July 2005 to February 2007). As the Supervisor in Customer Service, I performed the following tasks:  Lead and managed workflows for a team of 10 CSRs and 1 support representative  Supervised additional sales and recruiting… Show more Positions held during this time frame: Receptionist (3 months), CESG Administrator (3 months), Group Plans and Insurance Administrator (approximately 2 years), Customer Service Representative (approximately 2 years), Supervisor, Customer Service (July 2005 to February 2007). As the Supervisor in Customer Service, I performed the following tasks:  Lead and managed workflows for a team of 10 CSRs and 1 support representative  Supervised additional sales and recruiting incentives  Lead coaching and training sessions with all CSRs  Helped develop and maintain Customer Service Standards  Reported stats, trends and recommendations to previous Manager, Customer Service.  Assisted with escalated issues from clients and/or the field Show less Positions held during this time frame: Receptionist (3 months), CESG Administrator (3 months), Group Plans and Insurance Administrator (approximately 2 years), Customer Service Representative (approximately 2 years), Supervisor, Customer Service (July 2005 to February 2007). As the Supervisor in Customer Service, I performed the following tasks:  Lead and managed workflows for a team of 10 CSRs and 1 support representative  Supervised additional sales and recruiting… Show more Positions held during this time frame: Receptionist (3 months), CESG Administrator (3 months), Group Plans and Insurance Administrator (approximately 2 years), Customer Service Representative (approximately 2 years), Supervisor, Customer Service (July 2005 to February 2007). As the Supervisor in Customer Service, I performed the following tasks:  Lead and managed workflows for a team of 10 CSRs and 1 support representative  Supervised additional sales and recruiting incentives  Lead coaching and training sessions with all CSRs  Helped develop and maintain Customer Service Standards  Reported stats, trends and recommendations to previous Manager, Customer Service.  Assisted with escalated issues from clients and/or the field Show less