Fidelity Canada

Team Manager, Client Service

Service Delivery Manager

Mackenzie Investments

• Conducted webinars and presented the product to 50+ financial advisors in collaboration with the sales dept
•	Supported onboarding process of high-net-worth donors and advisors
•	Provided educational sessions to internal stakeholders, dealers and advisors on the Foundation process
•	Built and managed close relationships and collaboration with internal business partners
•	Reviewed all complex/exception-based situations and prepared recommendation on decision to address issue considering regulatory and operational best practice
•	Provided escalation support to internal partners, dealers, advisors and donors
•	Trained and coached the Foundation team
•	Led improvement initiatives for the department to continually enhance the service offering
•	Initiated and developed process improvements to enhance employee and client experience
•	Managed the quarterly grant process to charities selected by donors
•	Analyzed data and conducted quality activity control to determine areas for training and coaching needs
•	Prepared quarterly board reports for the board of Strategic Charitable Giving Foundation
•	Completed bank account reconciliations for the Strategic Charitable Giving Foundation

Senior Specialist, Client Solutions

Foundation Associate

Operation Services Administrator

Rlogistics Limited Partnership

• Answering the phone, responding to emails about customer’s questions and inquiries regarding work orders, pricing, stock availability, promotions and warranty concerns
• Receiving and returning work orders from stores
• Co-ordinating with 20+ stores across Ontario regarding product availability, stock transfers and customer issues
• Processing credits and performing various tasks in Accpac/Sage

Customer Service Representative

Service Delivery Manager with a demonstrated history of working in the financial services industry.

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