Over 10 years of experience in customer operations and process optimization, with a strong focus on stakeholder management. Successfully coordinated cross-functional teams to deliver projects on time and within budget. Achieved over 30% productivity increase by streamlining workflows using Salesforce CRM. Led initiatives that improved client satisfaction scores by 25% and resolved over 90% of escalations through effective communication.
Overview
13
13
years of professional experience
Work History
Project Coordinator
Sask-Signs
, Canada
08.2023 - Current
Configured, and maintained outdoor/indoor display systems (LED boards, video walls, plasma screens).
Application deployment, and system management.
Managed network/wireless LAN and unified communications projects end-to-end.
Developed project plans, timelines, and deliverables; tracked milestones, budgets, and risks.
Oversaw change management, requirements gathering, and process improvement.
Built a project management framework for a disorganized quotation program.
Streamlined reporting (status updates, risk logs) for leadership transparency.
Optimized resource forecasting and inventory planning for on-time delivery.
Member Loyalty Advisor (Subject Matter Expert)
Concentrix (GM-OnStar)
Saskatoon, Canada
07.2022 - 07.2023
Reduced cancellations by consultative selling & contract renewals.
Educated customers on subscription benefits, improving retention rates.
Recommends appropriate products and pricing options through suggestive selling techniques.
ICT Sales & Executive Support / Team Leader
iiNet Ltd
Auckland, NZ
03.2016 - 04.2022
Led a 15-member CSR team, improving service quality & meeting KPIs.
Drove B2B/B2C sales using Salesforce CRM and managed client onboarding.
Trained staff on product knowledge & sales techniques.
Customer Experience Specialist
The Warehouse Group Financial Services
Auckland, NZ
03.2012 - 02.2016
Assisted with banking transactions, fraud monitoring, and compliance.
Promoted digital banking solutions to enhance customer experience.
Building strong relationships with members and prospects.
Maintenance plumber at Saskbuilds and Procurement, Saskatoon Correctional CenterMaintenance plumber at Saskbuilds and Procurement, Saskatoon Correctional Center