Kevin Liu

Senior Operations Consultant @Embark Student Corp.

Mississauga, ON, CA

Reporting directly to the Chief Customer Officer• Tech stack integration, implementation, and transformation o Unified desktopo Salesforce and Genesys connectoro Source and implement appointment booking software with integration to Salesforceo Sales cloud enhancements with CRM, enabling to drop vendors enhancing abilities and saving money to sales and service operationso Expanding the tech stack to improve client experience and sales abilities by leveraging dormant telephony capabilities, turning on Co-browse and screenshare experiences with the customer• Responsible for sourcing and deployment of A.I. enhancements for Telephony and CRM o Co-pilots, Bots, Auto attendants, Auto-summarization and dispositioning, Sales lead sourcing and weighting, predictive routingo Results saw interaction containment, large AHT decreases, increased NPS & increased sales • Built new Power B.I report dashboards at the department and employee level enabling tracking of performance against targets, also highlighting “most improved” rankings.• Deployed an “Occupancy” report in the sales team to effectively measure “sales effort” • Responsible for building 2025 sales capacity plans to forecast staffing needs to meet 2025 sales budget • Helped deliver the best sales months in 2024 in every month since starting in the sales division• Responsible in building out the sales and service leaders coaching guildo Effective coaching models (identifying the right opportunities and follow ups)o Disciplinary management (progressive discipline, P.I.P templates and when to initiate)

York University

BBA degree