• Founded and scaled a tech-enabled recreational program, growing the customer base from 50 to 1,000+ participants across Durham Region through data-informed strategy and digital outreach.

• Designed and implemented an in-house software system for attendance tracking, performance analytics, scorekeeping, and coach lesson planning—streamlining operations and enabling scalable program delivery.

• Oversaw multi-site operations in 8 cities, coordinating scheduling, budgeting, and staffing for over 360 active participants per quarter.

• Led a cross-functional team of 16, integrating regular feedback loops and agile planning cycles to optimize service quality and operational performance.

• Developed seasonal products and tiered programs using customer segmentation, adapting offerings for youth, adults, and varying skill levels.

• Resolved high-stakes interpersonal and operational issues in real time, ensuring program continuity, customer retention, and team cohesion.

• Managed ~$20K–$30K daily branch transactional volume; supported EasyWeb/mobile onboarding to improve client experience.

• Led needs-based discovery and consistently hit customer-level targets across everyday banking, credit, and referrals.

• Completed credit card + line-of-credit applications end-to-end (discovery, documentation, processing, follow-up through decision/activation).

• Supported RRSP/TFSA goal + risk conversations and referred clients to investment specialists/advisors; also referred to mortgage specialists and business bankers.

• Used in-house advisory tools to personalize meeting prep, cutting prep/reporting time ~25% and increasing client capacity.

• Performed KYC/ID verification at every contact; recognized fraud red flags, refused service when required, escalated per protocol, and documented service-recovery cases for the resolution team.

Role concluded due to country relocation.