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Work Background
Canadian Tire Financial ServicesSr. Associate Product Business Manager
Oct. 2022Oakville, Ontario, CanadaStrategic Leadership: Define and execute the vision and strategy for marketing initiatives, data collection, management, and executive reporting, aligning with the company’s overall strategic business objectives. Product Management: Own requirement gathering, prioritization of initiatives, and and execution strategy for deliverables across the organization, ensuring they meet the needs of senior leadership for strategic insights and decision support. Legal, Compliance, Privacy and Data Governance: Gather requirements from key stakeholders to ensure adherence to policies and standards across the organization are upheld within marketing initiatives, operational process changes and remediation. Cross-functional Stakeholder Collaboration: Translate requirements between data analysts, engineers, designers, marketers, and contact centre integration teams to execute objectives. Innovation and Improvement: Continuously seek out opportunities aligned with the teams objectives, to prompt growth and acquisition, product and loyalty comprehension, and incorporate new technologies or processes where applicable to increase overall customer experience. Vendor Management: Manage external partnered relationships with vendors and service providers to execute against objectives. Negotiate, create and execute contracts, providing requirements, managing project timelines and ensuring the brand is represented at the highest quality through the vendor.
Canadian Tire Financial ServicesBack Office Fraud, Disputes & Case Management Operations Supervisor
Aug. 2020 - Oct. 2022Team Management: Supervise and lead a team of back-office support staff. Provide guidance, coaching, and support to team members. Conduct regular performance reviews and address performance challenges as needed. Foster a positive and collaborative team environment. Workflow Management: Allocate resources effectively to meet service level agreements (SLAs). Develop and implement efficient processes and procedures to enhance productivity. Training and Development: Coordinate and conduct training sessions for new and existing team members. Keep the team updated on industry regulations, compliance requirements, and best practices. Identify and address skill gaps through training and development initiatives. Performance Metrics: Establish and monitor key performance indicators (KPIs) for the back-office team. Analyze performance metrics to identify areas for improvement and implement corrective actions. Prepare and present performance reports to senior management. Customer Issue Resolution: Collaborate with front-office teams and other departments to resolve customer issues efficiently. Investigate and address escalated customer complaints or complex issues. Implement strategies to prevent recurring problems and enhance customer satisfaction. Compliance and Risk Management: Ensure that the back-office operations comply with relevant financial regulations and industry standards. Implement risk management strategies to mitigate potential issues. Stay informed about changes in regulations and update processes accordingly. Communication: Foster open communication channels within the team and with other departments.
Communicate effectively with senior management regarding operational performance and challenges. Continuous Improvement: Identify opportunities for process improvements and operational efficiency. Implement changes and innovations to enhance overall performance. Encourage a culture of continuous improvement within the back-office team.
Canadian Tire Financial ServicesCustomer Relationship and Services Supervisor
Jul. 2019 - Aug. 2020Welland, Ontario, Canada
Canadian Tire Financial ServicesSystem Implementation & Software Tester Jr. Analyst
Mar. 2018 - Jul. 2019Welland
Canadian Tire Financial ServicesCustomer Sales, Insurance, Retention and Support - Representative
Nov. 2012 - Mar. 2018St CatharinesProvided World Class inbound and outbound customer service, experience in various parts of the business including insurance, customer service, loyalty and roadside assistance. Excelled within multiple areas such as acquisitions, insurance sales and retention campaigns. KPI targets successfully hit YOY increasing sales and business revenue.
ConvergysAT&T Case Management Supervisor
Jan. 2011 - Nov. 2012Welland
ConvergysAT&T Resolution Specialist
Jun. 2010 - Nov. 2011Welland, Ontario, Canada
ConvergysAT&T Customer Service and Sales Representative
Jun. 2009 - Jun. 2010Welland
WAL-MART SUPER CENTER LTDWal Mart Canada Department Manager
May. 2004 - May. 2009Welland
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