I approach each challenge and experience with the same enthusiasm, desire to learn, and positive attitude you would expect to find in any rising talent in business. It is this, combined with my strong skill set and experience, that I think would make me a valuable addition to any company. Take a look through my CV site, so that you get a better idea of what I can offer you.
My Professional Profile
I love what I do and since starting my career in Mississauga, I’m thrilled to say that I’ve learned from so many trained professionals in my field and beyond. I know that I still have so much to learn from others in the industry. I’m a hard worker, a team player and excited to see what projects could benefit from my leadership and unique skill set. I thrive on the challenges of exceeding service expectations and improving business. I am driven by client satisfaction, and continuously work to challenge my own skills, both of which have resulted in strong team members and satisfied Clients/customers.
My Roles & Responsibilities
Sr. Manager, Bond Brand Loyalty
2012 - Present
Management of the Contact Centre team (75+) primarily supporting points based loyalty programs for diverse clients in Financial Services, Telecommunications, Pharmaceutical, and Automotive industries. I've developed business plans and strategies to grow our Client base and led the team through two telephony and CRM migrations, upgrading to improve our channel offering and increase efficiencies through processes and IVR self-service workflows. Responsible for financials and other KPO's exceeding objectives
Fulfillment Manager, Bond Brand Loyalty
2010 - 2012
Managed the team responsible for order fulfillment and inventory control for loyalty programs. Quality control and documentation were key to ensure our processes were effective leading two maintaining delivery service levels. I was responsible for ISO audit readiness for the team and assisted in business and financial planning. Supported proposal development and ensured pricing\offering consistency throughout the department and within other solution sets. Courier contracts and relationship negotiations were a key part of the role. In this role I was also a key member of a 2 year SAP software build and launch project.
Fulfillment Lead/Supervisor, Bond Brand Loyalty
2007 - 2010
I monitored and allocated resources as necessary based on order volume and to meet service levels. Trained new employees on fulfillment systems (SAP), process and procedures. I was a key escalation point and responded to client questions and concerns. I worked closely with our support center to handle tickets and escalations. Participated in monthly inventory counts and ensured we met target of less than 1% annual inventory loss. Rallied team members to meet tight deadlines and Client deliverables including international shipments of marketing materials.
"The greatness of a man is not in how much wealth he acquires, but in his integrity and his ability to affect those around him positively."