Caterina Ichkhanian
Greater Toronto Area,Canada
Summary
Multi-talented Senior Manager well-versed and highly effective at developing, executing and directing key improvements to enable business enhancements and growth. Visionary leader with solid success leading business operations toward growth.
Overview
23
23
years of professional experience
Work History
Senior Manager, Customer Experience
Loblaw Companies Limited
Toronto, Canada
01.2023 - Current
- Oversight for the training and knowledge strategy development to deliver a Loblaw/PC Branded Customer Experience across the contact center channels, maximizing efficiencies and delivering on KPI's including enhanced call center agent performance.
Senior Manager, Learning Solutions Architect
TD
Toronto, Canada
05.2022 - 01.2023
- Developed and delivered learning strategy for TD Securities to support business needs including streamlined and simplified regulatory and compliance training, and created new hire leadership development training strategy.
Senior Manager New Hire Selection and Training
TD
Markham, Canada
02.2021 - 06.2022
- Promoted to newly created Senior Manager Role in recognition of the accomplishments, with expanded mandate including the development and oversight for Recruitment, Training and Cross Skilling of credit professionals in TD throughout Canada.
Manager Training Delivery
TD
Markham, Canada
01.2019 - 02.2021
- Lead a Team of Training Delivery Specialists to meet Operational Training Needs for the Credit Centers across Canada.
Training Lead (Consultant)
STELCO - The Steel Company of Canada
Hamilton, Canada
05.2018 - 10.2018
- Developed and deployed the training strategy in support of a Dynamics 365 implementation leading to execution of 65 training programs over 30 days of delivery.
Learning And Development Specialist (Contract)
Region of Peel
08.2017 - 02.2018
- Responsible for the development, design, and delivery of training programs for new and existing staff in Human Services that supports the new directions for the department.
Learning and Development Consultant
Loblaw Companies Limited
10.2016 - 08.2017
- Designed national training program for PC Optimum loyalty program Announce, Implementation and New Hire Onboarding program including Salesforce customer relationship platform.
Director of Operations
Global Village Creative
Richmond Hill, Canada
01.2009 - 10.2016
- Oversee all aspects of operations of music contracting and co-ordination for television, theatre productions, stage shows and concerts across Canada.
Manager Learning and Development
Workplace Safety and Insurance Board (WSIB) (CSPAAT)
Toronto, Canada
12.2000 - 03.2008
- Planned and supervised the assessment, development, delivery and evaluation of job competency and developmental training programs, learning solutions and strategies.
Education
Bachelor of Arts - Psychology
York University
Toronto, ONCertificate - Certified Learning Manager
Langevin Learning Services
Skills
- Organizational Development
- Curriculum Design
- Training delivery
- New Employee Training
- Performance monitoring
- Instructional Design
- Leadership Development
- Performance Management
- Operational Efficiency
- Stakeholder Relations
- Planning and execution
- Process Improvement
Accomplishments
- 2021 TD Legendary Award Winner
- 2021 TD Bravo Award Winner
- 2020 TD Bravo Award Winner
Business Highlights
- Reduced Underwriter time to proficiency by 27% (TD)
- Developed over 200 New Hire Trainees Annually (36,000 training hours) (TD)
- Increased Customer Satisfaction Surveys by 7% (Loblaw)
- Deployed 65 Training Programs Over 35 Training Days (Stelco)
- Designed Customer Service Training for National Launch of PC Optimum Program (Loblaw)
- 80% Reduction in Error in Labour Market Re-Entry Provider Billing (WSIB)
Timeline
Senior Manager, Customer Experience
Loblaw Companies Limited
01.2023 - Current
Senior Manager, Learning Solutions Architect
TD
05.2022 - 01.2023
Senior Manager New Hire Selection and Training
TD
02.2021 - 06.2022
Manager Training Delivery
TD
01.2019 - 02.2021
Training Lead (Consultant)
STELCO - The Steel Company of Canada
05.2018 - 10.2018
Learning And Development Specialist (Contract)
Region of Peel
08.2017 - 02.2018
Learning and Development Consultant
Loblaw Companies Limited
10.2016 - 08.2017
Director of Operations
Global Village Creative
01.2009 - 10.2016
Manager Learning and Development
Workplace Safety and Insurance Board (WSIB) (CSPAAT)
12.2000 - 03.2008
Bachelor of Arts - Psychology
York University
Certificate - Certified Learning Manager
Langevin Learning Services
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