Nancy Sudano
Toronto,Canada
Summary
Strategic and multilingual operations leader with more than 15 years of experience leading cross-functional teams, optimizing customer experiences, and overseeing complex projects in finance, wellness, events, and corporate operations. Skilled at building high-performing teams, driving process improvements, and executing customer-focused strategies. Known for a collaborative leadership approach and a history of turning operational challenges into opportunities for growth. Proficient in English, French, Italian, and Spanish.
Overview
29
29
years of professional experience
Work History
Customer Care Supervisor
Live Nation
09.2022 - Current
- Boosted team morale and motivation by recognizing individual achievements and fostering a positive work environment.
- Conducted regular performance reviews, identifying areas of improvement and initiating corrective action plans as necessary.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Applied best practices in customer service, sales, and employee management to exceed organizational goals.
Office Support Staff (Contract)
Dream Unlimited Inc.
01.2022 - 09.2022
- Assisted in the preparation of financial reports, contributing to more accurate and efficient record-keeping practices.
- Fostered positive relationships with vendors through regular communication and negotiation of contracts, ensuring quality service at competitive prices.
- Enhanced office efficiency by streamlining administrative processes and implementing new filing systems.
- Compiled and distributed meeting minutes to all relevant stakeholders, ensuring clear communication of decisions made during executive sessions.
Entrepreneurship Development Director
Self-Employed Services
01.2018 - 01.2020
- Facilitated workshops and training sessions for entrepreneurs on essential topics such as business planning, marketing strategy, and financial management.
- Created a supportive environment that fostered creativity, collaboration, and innovation among entrepreneurs within the program.
- Developed and updated policies and procedures for the program, ensuring compliance with relevant regulations and best practices in entrepreneurship education.
- Implemented performance measurement systems to track progress and refine strategies accordingly.
- Improved program visibility through targeted marketing campaigns and public relations efforts.
Operations Manager
Cobblestone Catering & Fine Foods
01.2015 - 01.2017
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
Director of Sales
One Financial
01.2012 - 01.2014
- Enhanced customer satisfaction levels by addressing concerns promptly and providing tailored solutions.
- Achieved regional sales targets through effective territory management and relationship building with key clients.
- Increased sales revenue by developing and implementing strategic plans and setting performance goals for the sales team.
- Analyzed market trends to identify opportunities for product expansion, leading to increased revenue streams.
Principal Director
Canadian Wellness Center
01.2009 - 01.2012
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Director, Capital Markets
ScotiaCapital Bank, Laurentian Bank
03.1996 - 01.2009
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
- Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
- Proactively identified potential risks and implemented mitigation strategies to minimize negative impacts on projects or business operations.
Education
Sustainability Leadership - Innovation for Growth & Infrastructure
Rotman School of Management
01.2023
Cyber Security Certificate -
York University
01.2022
Post-Graduate Certificate - Public Policy & Infrastructure Management
Dalhousie University
01.2021
Criminal & Social Justice Diploma -
College of The Rockies
01.2020
Executive Management Certificate -
MIT
01.2018
Blockchain Technology Certificate -
The MARS Institute
01.2018
Omni-Channel Brand Management Certificate -
MIT
01.2018
BA - Political Science & Public Policy Analysis
Concordia University
01.1993
Skills
- Operations management
- Policy implementation
- Performance improvement
- Staff oversight
- Account management
- Team building
- Sales support
- Cross-functional collaboration
- Attention to detail
- Fluent in French, Italian, Spanish
Philanthropic Involvement
- Public Policy & Health Management Advisor, Parkdale Community Network
- Wellness Consultant, First Filipino Baptist Church
- Health Instructor, CAMH – DeGasperis Foundation
- Yoga Instructor, Lululemon Sweat Collective Program
Timeline
Customer Care Supervisor
Live Nation
09.2022 - Current
Office Support Staff (Contract)
Dream Unlimited Inc.
01.2022 - 09.2022
Entrepreneurship Development Director
Self-Employed Services
01.2018 - 01.2020
Operations Manager
Cobblestone Catering & Fine Foods
01.2015 - 01.2017
Director of Sales
One Financial
01.2012 - 01.2014
Principal Director
Canadian Wellness Center
01.2009 - 01.2012
Director, Capital Markets
ScotiaCapital Bank, Laurentian Bank
03.1996 - 01.2009
Cyber Security Certificate -
York University
Post-Graduate Certificate - Public Policy & Infrastructure Management
Dalhousie University
Criminal & Social Justice Diploma -
College of The Rockies
Executive Management Certificate -
MIT
Blockchain Technology Certificate -
The MARS Institute
Omni-Channel Brand Management Certificate -
MIT
BA - Political Science & Public Policy Analysis
Concordia University
Sustainability Leadership - Innovation for Growth & Infrastructure
Rotman School of Management
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