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Work History

April 2016Present

Business Analyst & Consultant

C4 Building Maintenance
  • Developed online training modules for cleaners and service technicians that improved overall levels of customer service
  • Analyzed the scheduling process used for appointments, and offered suggestions to the General Manager for improvement
  • Created PowerPoint presentations to be used as training guides, as well as to assist the General Manager in presenting new employee initiatives, such as a reward program
Jun 2014April 2016

Senior Customer Experience Agent

Stericycle Communication Solutions
  • Responsible for managing call volume by dispatching appropriate calls to specific agents in order to ensure high service levels, low abandon rates, and high client satisfaction
  • Distribute breaks in a timely fashion to the operations staff in order to comply with legal regulations, as well as to ensure high staff satisfaction
  • When necessary, responsible for clearing the call queue by handling calls in accordance to the Quality Management Protocols, which include politeness, call handling time, and overall customer satisfaction
  • Consistently achieve higher than average Quality Assurance scores
  • Assist the Team Leads in training and development of the Operations Department's agents
Oct 2010Oct 2012

Operations Supervisor

TigerTel Communications Inc.
  • Improved retention and ensured a healthy branch environment by helping with the creation of an exceptional employee journey
  • Hired and trained a team of high performing customer service representatives through selection and on-boarding processes
  • Scheduled for the Operations Department, up to 30 agents, each week in accordance to call volume forecasting derived from traffic analysis from the previous week and year
  • Significantly improved branch Service Levels; 30% increase in answer times and a 15% decrease in abandoned calls
  • Assisted the Operations Manager in managing the payroll for the agents
  • Positively changed branch culture by offering initiatives and rewards for operations staff for various achievements, such as high Quality Assurance Scores
Feb 2007Oct 2010

Cashier Supervisor

Indigo Books & Music Inc.
  • Trained and developed cashiers on cash handling practices, Point of Sales systems, and customer service skills
  • Promoted company initiatives such as Love of Reading Foundation through increasing staff awareness; finished highest in the region at .29% of sales
  • Focused cash team on the Net Promoter Survey accumulation, achieving one of the highest response totals in the region
  • Prioritized iRewards customer loyalty program with cashiers, achieving a consistently high performance relative to the region


  • Possess a strong commitment to team environment dynamics and consistently perform better in a team environment
  • Consistently led project teams to very high levels of success through my ability to assess strengths and weaknesses within the team and delegate work appropriately
  • High levels of competence in conflict management and resolution, and consistently achieve high levels of cohesion within the groups I am a part of
  • Experienced in identifying potential competencies within a team member and developing those competencies in to high level abilities
  • Able to ensure positive feedback through open and clear channels of communication 
Strategic Management
  • Ability to perform a high level Industry Analysis using very capable research skills
  • Capacity to identify potential internal strengths and weaknesses, as well as external opportunities and threats
  • Intermediate levels of competence in identifying trends in the General Environment and assessing the impact those trends have on specific firms
  • Ability to assess a firm's core competency and to assess which of those competencies are sustainable competitive advantages
  • Ability to type over 100 Words per Minute
  • High levels of proficiency with Microsoft Word
  • Intermediate level competency with Microsoft Project, PowerPoint, Outlook, and Excel.
Project Management
  • Adept at identifying and assessing risks, as well as developing appropriate contingency plans for these risks
  • Proficient in the use of many different project management techniques, such as the Work Breakdown Structure, Communication Plan, and Scope Development
  • Experienced in project planning, and have an intermediate level of skill in project implementation and project closure


Sep 2013Present

Bachelor of Business Administration: Business Management

Langara College- Domestic Student

Currently 1 course from graduation