- Conducted a 300-call analysis of the top three client feedback categories/call drivers in the contact centre, revealing procedural deficiencies and platform inefficiencies in personal banking. Developed and presented six digital and UX enhancements for online (mobile/website) and ABM banking to executive team
- Revamped 10 knowledge base articles and chat-bot flows pertaining to client product onboarding and new account creation processes, fostering enhanced communication across departments to ensure regulatory compliance
- Created comprehensive communications for contact centre agents, delineating modifications in monthly and adhoc system builds

- Provided Salesforce support to sales team to close win accounts amounting to CAD 800,000 of added annual recurring revenue
- Ensured data integrity by performing weekly user story clean-ups and tracking inactive record ownership via creation of dashboard
- Conducted twelve interviews to suggest process and system changes aimed to improve the team’s use of Agile methodologies
- Redesigned team playbook on Confluence as a centralized resource for seamless member onboarding and enablement, improving information accessibility, team shareability, and encouraging self-guidance

- Designed and facilitated leadership training for 63 student associates, ensuring comprehensive support in guiding first-year students to navigate college life from 2019 to 2022
- Delivered direct student advising to 80 individuals over a three-year period, assisting them in resolving interpersonal challenges and identifying achievable educational and professional objectives
- Efficiently managed scheduling, budgeting, communications, and event evaluation for a year-long faculty programming series, comprising 30 engagements involving 300 students over a span of two years