Toronto, Ontario, Canada
Experienced manager, trainer and recruiter with a passion for team building, people and culture!
Promoted to Wealthsimple's Quality Assurance team to oversee and enhance the client experience quality standards across the organization. In this role, I helped establish and maintain excellence in customer interactions. Key responsibilities: • Administered and optimized the CXO organization's QA program, ensuring all agent reviews were completed with accuracy and timeliness • Leveraged Level AI, our advanced quality assurance platform, to surface actionable insights and implement data-driven improvements • Balanced AI-powered automation with thoughtful manual review to maintain the human touch in our quality evaluation process • Collaborated with team leads to identify coaching opportunities and training needs based on quality metrics • Contributed to the continuous refinement of our QA rubric to align with Wealthsimple's evolving client experience standards • Provided critical feedback that shaped training programs and operational processes This role allowed me to directly impact Wealthsimple's reputation for exceptional client service by ensuring consistency and excellence across all client touchpoints, supporting our mission to make financial services accessible, transparent, and trustworthy for our 4M+ users.
Selected to join Wealthsimple's elite L3 team based on consistently exceptional performance, where I managed the most complex client scenarios and high-stakes situations. Key responsibilities: • Resolved sophisticated financial inquiries and complex edge cases that required advanced product knowledge and regulatory understanding • Served as the final point of escalation for challenging client situations, transforming difficult interactions into positive outcomes • Provided expert guidance to other team members on intricate product and service issues • Collaborated with product, engineering, and compliance teams to identify and address systemic issues • Maintained exceptional client satisfaction rates while handling the most sensitive and complex cases This role leveraged my comprehensive understanding of Wealthsimple's product ecosystem, financial markets, and client psychology to deliver solutions that reinforced trust and loyalty among our most valuable clients. As a respected senior team member, I continued to embody our core values of making financial services transparent, accessible, and client-focused.
Currently covering a parental leave at Oshawa Centre - Large - XL volume location.
I had the amazing opportunity to open Canada's first brand house! Located at North America's busiest mall the Toronto Eaton Centre.