Summary
Overview
Work History
Education
Skills
Timeline
Generic

Mikayla Pavlovic

Brechin,ON

Summary

Experienced leader in project management and customer relations. Reduced onboarding time by 65% through process optimization. Built training programs to improve team performance and customer satisfaction. Skilled in workflow automation and communication to drive efficiency and client success.

Overview

11
11
years of professional experience

Work History

Interim Leadership – Acting Director (Maternity Le

SWTCH Energy Inc.
Toronto, Ontario
03.2025 - Current
  • Directed departmental operations, ensuring seamless delivery, with zero disruption.
  • Reduced time spent on core onboarding tasks by over 65% through process optimization and automation.
  • Restructured the department model by transitioning from salaried staff to tiered agents, reducing costs while increasing efficiency.
  • Designed and delivered training programs, enabling agents to manage 80% of their day-to-day workload.
  • Expanded customer-centric resources, streamlining onboarding, and integrating sustainability initiatives (e.g., carbon credit sign-up).
  • Positioned the department for future revenue generation by introducing a tiered onboarding model: standard SLA-based, and premium pay-to-play options.

Senior Onboarding Specialist

SWTCH Energy Inc.
Toronto, Ontario
03.2024 - Current
  • Introduced automation tools to reduce manual errors and improve onboarding accuracy.
  • Built and implemented automated workflows, boosting onboarding efficiency and customer satisfaction.
  • Identified and addressed inefficiencies in charger configuration, reducing setup time by 20%.
  • Collaborated with cross-functional teams to enhance processes, aligning with customer needs.
  • Tracked key onboarding metrics to drive continuous process improvements.
  • Developed documentation and knowledge base articles, reducing support tickets by 25%.
  • Created external training materials, increasing customer satisfaction by 30% and streamlining onboarding.
  • Built an internal training platform to support onboarding and ongoing team development.
  • Conducted training sessions for peers, direct reports, and senior staff.
  • Maintained comprehensive training resources to support customer self-service learning.
  • Successfully managed a large book of national clients, consistently delivering results.

Onboarding Specialist

SWTCH Energy Inc.
Toronto, Ontario
02.2023 - Current
  • Conducted detailed onboarding sessions to introduce new customers to key features and functionalities, achieving a 20% improvement in customer proficiency and product adoption.
  • Created customized onboarding plans tailored to individual customers' needs and goals.
  • Designed and delivered internal training programs to enhance organizational knowledge and establish best practices for seamless team handovers.
  • Designed and delivered comprehensive training programs for new customers, covering essential features and best practices resulted in a 25% increase in customer proficiency.

Onboarding and Communications Specialist

Union Strategies Inc.
Vaughan, Ontario
01.2021 - 01.2023
  • Connected with clients, fostering strong relationships and effectively managing multiple Union locals via phone and email communication.
  • Produced and published specialized content for websites and social media channels including newsletters, pop-ups, press releases and promotional material, driving website traffic by 10% every month.
  • Coordinated and executed communications campaigns resulting in an increase of membership for over 20 union locals.

Operations Manager

Edible Arrangements
Milton, Ontario
09.2014 - 09.2017
  • Generated a 10% lift in holiday sales by utilizing multi-level digital marketing tactics to raise brand awareness and reach potential target markets.
  • Coordinated logistics of 10+ client orders daily, consistently completing shipments on time and within quality assurance parameters.
  • Mentored and coached six direct reports to ensure high performance of team objectives.

Education

Bachelor of Arts - Public Relations

Humber College
Toronto

Diploma - Paralegal Studies

Sheridan College
Brampton, ON

Skills

  • Project management
  • Process optimization
  • Customer onboarding
  • Training program development
  • Workflow automation
  • Customer relationship management

Timeline

Interim Leadership – Acting Director (Maternity Le

SWTCH Energy Inc.
03.2025 - Current

Senior Onboarding Specialist

SWTCH Energy Inc.
03.2024 - Current

Onboarding Specialist

SWTCH Energy Inc.
02.2023 - Current

Onboarding and Communications Specialist

Union Strategies Inc.
01.2021 - 01.2023

Operations Manager

Edible Arrangements
09.2014 - 09.2017

Bachelor of Arts - Public Relations

Humber College

Diploma - Paralegal Studies

Sheridan College

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Mikayla Pavlovic