Jennifer S.

• Developed strategic sales plans to drive business growth and effectively respond to RFPs. • Managed contractual agreement negotiations for all third-party contracts, ensuring favorable terms. • Collaborated with cross-functional teams to align client services with company goals at Minacs Marketing Solutions.

• Directed operations to successfully execute plans for aggressive new business ramp-up. • Implemented the COPC framework to ensure process control and continuous performance improvement. • Managed client relationships and selected a high-performing management team. • Conducted monthly audits and developed action plans for underperforming metrics.

Successes: Achieved a record setting audit score on an external COPC audit of 906 points. Achieved targeted customer satisfaction scores 15/15 months. Lead the site to COPC certification conducting monthly audits on all processes Lead the site to ISO certification Analyze site performance and targets to both COPC standards and business standards Ensure on going continuous improvement through management of the problem solving process when performance falls below target for all departments Develop ongoing site initiatives and processes to continuously improve employee and customer satisfaction scores Research and participate in best practice sharing for both internal and external sites Prepare trending reports and performance action plans to senior management and clients Maintain and communicate all corporate and local changes and updates to the local quality document system Foster close working relations with all departments for COPC reporting and performance Construct and maintain client relationships Participate in the development of annual business plans and budgets

Successes: Reduced annual attrition by 10% through employee satisfaction initiatives. Achieved highest vender quality score 6 consecutive months by managing and developing extensive incentive and development programs. Interview/select Management team Guide and support Service Delivery Managers regarding policies, procedures and contract management Develop and deliver the Team Supervisor/Group Manager training programs, with particular emphasis on motivating to excellence Act as primary client liaison for issues related to service delivery and customer satisfaction Develop, manage and measure all standards and procedures for success within the group Complete special projects as assigned by Director

Successes: Developed New Hire training program for new site. Successfully hired and trained a team of trainers to deliver 1500 new hires. Training delivered with a site quality average of 98%. Compile data and analyze past and current auditing practices to determine best practices Prepare and maintain training and quality trending for senior management. Evaluate the effectiveness of training and develop ongoing performance improvement plans to continually improve the program Design and delivery of leadership training for all senior management Conduct all VIP facility tours with members of the community and high profile client

Successes: Selected to continuously develop training material for the successful ramp of two new sites. Formulate teaching outline and determine instructional methods for two new facilities Create, document and implement new site implementation processes, presentations and accompanying documentation Prepare and implement policies and procedures to meet COPC (Customer Operations Performance Center) standards Conduct training sessions covering new employee orientation, on-the-job training, the use of computers and customer service techniques for two new facilities.

Successes: Successful in posting to all four lines of business of which each on has a one year learning curve. Centralized support officer for policy and procedure information to all levels of staff on all banking products, Maintain consistent quality scores and call stats, ensure accurate and timely information given Provide ongoing feedback and initiatives for continuous improvements to policies and procedures

Successes: Recipient of 'Rate the Resource' award voted by over 400 staff. Provide coaching feedback and assistance to Customer Service Representatives Review and respond to escalated customer issues Manage staffing to meet required service levels using CMS (Call Management System

Successes: Participated in first telephone banking pilot. Achieved top quarterly sales award and promoted to Resource Officer within first stage of the pilot. Served as a specialized Customer Sales

Successes: Increased annual sales by 12% through outbound calling. Interview and select travel agents Ensure accurate booking of client's vacations or business trips Place weekly sales ads