Experience

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  Assumption college

  Dec 2009 - May 2011

  • Oversee Media for all ALANA events• Project Coordinator• Contributed weekly postings to ALANA blog page• Responsible for advertising • Posted daily activities to the main page of college website• Advertised campus activities

  • ALANA Executive Board Member

    Sept 2008 - May 2011

  • Voice Veiw Microblogger

    Dec 2009 - May 2010
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  Charter communications

  May 2011 - Feb 2012

  Freelance journalist

  • Wrote and assisted Night News Team for 10pm News on TV3• Helped with production and editing of news footage

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  Enterprise rent-a-car

  Jun 2011 - Jul 2016

  Manager

  • Develop and Manage overall branch business, operational, sales, marketing strategy and management team• Manage the efforts of branch employees in providing a high level of customer service• Develop, plan, and actively participate branch sales and marketing efforts to increase and improve business• Assess and analyze competitive environment and provide appropriate reports and recommendations• Establish overall training and development strategy for Branch employees• Train, motivate and coach employees to increase branch sales• Conduct and/or participate in the recruitment, interviewing and hiring of branch employees• Prepare effective and timely employee reviews, oversee the process, and confer with management team on employee performance• Manage branch receivables/ recommending accounts for referral to collection• Negotiating payment plans, collecting difficult accounts receivables, and preparing write-offs for uncollectible accounts• Review and analyze reports, financial statements and billing• Develop overall fleet strategy for Branch, including maintenance and management of fleet Show less

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  Infocus entertainment

  Aug 2015 - Feb 2017

  Communications manager

  • Utilize social media outlets to advertise services, work, and events• Prepare and maintain written material for marketing purposes

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  Nestlé waters

  Jul 2016 - May 2022

  • Monitor retention team performance, analyze save rate and quit data to report information to senior leaders weekly.• Set monthly goals, supervise, and manage performance for 42 Retention Representatives.• Train and regularly mentor representatives on performance-oriented strategies and retention techniques.• Develop highly efficient retention team through ongoing coaching and professional development opportunities • Achieved all retention team objectives.• Collaborate with upper management to implement effective customer save tactics.• Manage and regularly review Voice of the Customer surveys for Customer Service Center.• Analyze customer survey responses to recommend customer support strategy to increase customer retention and implement process changes.• Complete special projects by using effective decision making, critical thinking and time management skills. Show less • Leading, developing and motivating a team of 25 to 35 Customer Service Representatives. • Effectively manage human resources issues such as time and attendance, staff selection, and performance management. • Use customer experience results to design and deliver targeted training and improve representatives overall performance. • Establish and implement incentive programs to maximize effectiveness and motivate performance. • Monitor calls on a monthly basis and provide timely feedback to representatives. • Conduct training sessions on various topics such as products, promotions, and selling techniques; monitor results for training effectiveness and identify additional training opportunities to improve results.• Coordinate work activities to meet operational requirements based on anticipated call volume.• Interview candidates for Customer Service Representative position.• Review timecards for accuracy and addressed/ resolved general related inquires.• Streamline complaint response management by investigating customer complaints and providing recommendations to HR and Operations Manager (Member of call center customer complaint committee).• Work with managers/peers to maintain compliance with organizational policies, providing clarifying information and recommending necessary changes.• Maximized team knowledge and productivity by effectively training, monitoring and directing employees in application of best practices for premium customer service Show less

  • Customer Retention Manager

    Nov 2020 - May 2022

  • Customer Service Manager, Nestle Waters North America

    Jul 2016 - Nov 2020
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  Bluetriton brands

  Mar 2021 - now

  • Define and present system solutions for business needs, enhancements, and technical issues• Collaborate with business partners and upper management to improve, develop, and implement new processes• Select system super users for internal system acceptance to deliver well tested enhancements• Review and approve proposed process changes before, during, and after implementation• Create, collaborate, and review project scope documents for CRM and Web Enhancements• Oversee change management efforts to support implementation of critical initiatives driving technology, process and culture changes. Show less

  • Senior Manager, Optimization

    Jan 2023 - now

  • Senior Manger Customer Service Operations

    Mar 2022 - Jan 2023

  • Project Management - Dedicated to IT Carve Out

    Jun 2021 - May 2022

  • Customer Retention Manager

    Mar 2021 - May 2022