Jennifer Young
Manager, Program Support @Canada Life
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WORK HISTORY
Manager, Program Support @Canada Life
Program Operations: • Created structure and integrated daily management of quality assurance program; including agent KPIs and program service metrics. Annual business planning responsibilities such as budgeting, staffing (for 3 language channels), training, reporting, technology implementation, initiatives, etc. Promotion and growth: • Design and delivery of compelling & innovative presentations which include service offering, value proposition, and data analytics. Collaborating with various departments to execute projects and identify strategic opportunities. Leadership: • Creation and delivery of business proposals to build and grow a dedicated team. Prioritize employee engagement and encourage a positive inclusive team culture. Provide career planning development through regular coaching and mentorship of nationwide team.Technology:• Applied innovative technology solutions to optimize daily operations and drive growth, demonstrating tangible results: PowerBI, Salesforce, Amazon Connect, Verint, Finesse, Callabrio, Articulate, Smartsheet, and all O365 applications.
EDUCATION
Memorial University of Newfoundland
Bachelor of Business Administration (BBA), Minor in Psychology
SKILLS
ABOUT JENNIFER YOUNG
10+ years of experience in the Financial Services industry, focused in sales support operations and contact centre management. Educational experience includes a Bachelor of Business Administration (BBA) with a Minor in Psychology from Memorial University of Newfoundland.
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