Mary Kupchenko Hill

• Provide strategic guidance, conduct research, and analyze current business operations, policies, procedures, resources, and performance measures to develop operational processes that are sustainable, measurable, efficient, and user centric • Coordinate project and process review of existing policies, bylaws, and processes; engage with and incorporate feedback from stakeholders and senior management regarding requirements, process, and policy changes and provide recommendations and risk mitigation • Liaise with technical experts to streamline and execute on internal and external stakeholder goals, including permit application programs, citizen service request systems, dashboard development, and ChatBot • Develop and deliver employee training programs including skill based progression systems to enhance business process and efficiencies, and user acceptance for new and technical program implementation

• Responsible for the execution of the communication strategy aligning the university and key stakeholders including students, faculty, staff, donors, alumni, and VIP guests • Speech writer for the President for all events including convocation, remarks for major donor announcements, and recognition events • Prepare and deliver correspondence on behalf of the President’s Office; draft annual report for the Board of Governors and Provincial, Federal, and international government agencies and promote and advance University’s goals and objectives through diverse, multi-media communication strategy

• Developed and implemented communication and marketing strategy for the President’s Office including designing communication materials, website, presentations, grant proposals, annual reports, and special events such as donor recognition and fundraising • Supported the strategic development of the University’s five-year business plan in collaboration with Provost, University and Alumni relations, and Research and Finance portfolios • Managed executive and senior communication with government agencies at Municipal, Provincial, Federal and international level; promoted cooperation in the areas of research and international community relations • Managed all incoming and outgoing correspondence and e-mail for President; monitored, mitigated, and delegated sensitive matters handled by the office

• Key contact for Albertans seeking information on government policy, programs, and services under the Alberta Connects program • Liaised with media, public, and private consumers for roll out of major government programs and announcements such as public consultation initiatives and annual budget announcement; coordinated emergency response engagement

• Interpreted and advised internal and external clients in legislative areas of: Alberta Health and Wellness, Alberta Parks Campground Reservation and Registration Services, Licensing and Registration, Residential Tenancies Act, and Mobile Homes Tenancies Act • Worked closely with clients to provide referrals to applicable government services and departments as appropriate; maintained, documented, and reviewed client’s files for delivery across multiple platforms and ensured communication through all levels of judicial and legal processes • Trained incoming staff on client processes, standards, policy, and practice

• Frontline customer contact, working in partnership with sales team; contributed to overall success of the branch by enhancing customer experience and managing the branch image • Developed sales objectives to increase in alternative delivery services, generating quality referral goals, teamwork, customer service standards, and personal development

• Responsible for after-sale processing and maintenance of bank products and services; managed customer service and maintenance related inquiries including corporate response, resolution, and distributed sales opportunities to sales officers • Developed sales objectives for quality and timeliness of processing input, resolving customer inquiries, and generating quality referrals for the sales team