Felicia Turner
Hamilton,ON
Summary
Dynamic leader with a proven track record at Aquiform, enhancing employee and customer engagement by 75%. Skilled in strategic planning and fostering teamwork, I excel in driving brand positioning and mentoring high-performing teams. Committed to delivering exceptional client experiences through innovative solutions and effective communication.
Overview
17
17
years of professional experience
Work History
Head of Customer Relations & Engagement
Aquiform
09.2015 - Current
- Spearheaded the development and execution of a multi-channel corporate communications strategy aligned with business objectives
- Designed and launched an internal communications platform that improved employee and customer engagement scores by 75% year-over-year
- Led enterprise-wide change communications initiatives, including M&A announcements, cultural transformation programs, and executive leadership transitions
- Directed brand positioning and storytelling efforts that strengthened the company’s brand and attracted high-value clients
- Led and mentored a high-performing team of 10+ sales and account managers
- Resolved customer inquiries efficiently, ensuring high satisfaction levels and positive experiences.
- Developed training materials for new hires, enhancing onboarding efficiency and knowledge retention.
Financial Services Manager
BMO
04.2013 - 09.2015
- Analyzed financial reports and forecasts to support strategic decision-making processes.
- Streamlined financial reporting processes, enhancing accuracy and timeliness of deliverables.
- Checked submitted financial documentation for accuracy and integrity against internal and regulatory standards.
- Developed strong relationships with clients, leading to increased referrals and business growth.
- Processed transactions deposits, withdrawals and payments to loan accounts for customers.
- Achieved consistently high performance ratings based on client feedback surveys.
- Enhanced client satisfaction by providing personalized financial planning services.
Customer Service Manager
Shoppers Drug Mart
06.2008 - 04.2013
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Took ownership of customer issues and followed problems through to resolution.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
Education
Bachelor of Arts - Political Science And Government
University of Guelph
GuelphCertificate of Leadership - Gordon S. Lang School of Business And Economics
University of Guelph
GuelphSkills
- Teamwork and collaboration
- Friendly, positive attitude
- Excellent communication
- Organization and time management
- Decision-making
- Strategic planning
- Creativity and innovation
- Employee development
- Partnerships and alliances
Timeline
Head of Customer Relations & Engagement
Aquiform
09.2015 - Current
Financial Services Manager
BMO
04.2013 - 09.2015
Customer Service Manager
Shoppers Drug Mart
06.2008 - 04.2013
Bachelor of Arts - Political Science And Government
University of Guelph
Certificate of Leadership - Gordon S. Lang School of Business And Economics
University of Guelph