Experience

I have both breadth and depth of experience in the financial services industry, both from the inside and in working for technology companies that support them.

I worked in direct sales and service, operations, private label products, training, branch support, and service excellence.

And, over the years, I've developed experience and exposure to other industries too, so that I don't suffer from the tunnel vision that can come from having too narrow an industry focus, or only ever working with large companies.

Here are some of the companies that I have done work for, and an idea of the type and quality of innovative work I provided over the years.

Writing and research

Development of databases for: reports, data attributes, business rules, applications, client calls (Sun Life Financial Trust)
Procedure manual to support implementation of investment management system (stocks, bonds, mutual funds, cash investments - (Gluskin, Sheff & Associates)
Training and Compliance manual for Money Laundering Deterrence and Detection (developed for former VP of Citibank Canada)
Development and delivery of training program for new company-wide retail banking computer system (GEAC)
(Canada Permanent Trust Company)
Team leader for Report Development, system amalgamation and conversion (Sun Life Assurance)

Business analysis

Business analysis for retail banking division of Sun Life Financial Trust, in preparation for customization of new computer system
Business analysis of white label investment product for the Funeral Society of Ontario - client of Canada Permanent Trust Company
(now Canada Trust)
Analysis and documentation of requirements for syndication department - niche product processing - (Midland Walwyn Inc)
Development of business requirements and custom training for financial services system - deposit products, RRSP / term deposits, agent sourced business, Canada Saving Bonds, key-client tracking and analysis, front-end processing projects, tax reporting (Sun Life Trust)
Analysis, automation and conversion of accounting systems (LEAF, several small companies)
Business analysis for new Registered Education Savings Plan grant program (DST Canada Inc)

Innovation

process analysis and Re-Engineering, Product Development, Sales, Service Excellence, Training

Workflow analysis of operations and call centre
(Sun Life Financial Trust)
Development of database and forms to support processing of white label banking and on-site banking (Sun Life Financial Trust)
Re-engineering of fundraising and accounting processes (LEAF)
Development of accurate and timely reporting systems (LEAF, et al)
Reduction of 73% in effort required in accounting administration (LEAF)
Identified need for training for first-time supervisors and co-developed two-day custom training program
(ask me about some of the unique elements I created....)
Identified need for upgrade of skills in company policy and procedures among jaded long-term staff
(ask me how I captured their interest and got them motivated again)
Created custom sales training and incentives for branch staff, particular to branch locations - with great results!
(ask me about some of the innovative techniques I used ....)

Recognition

Over the length of my career I received recognition of value added in several ways, big and small. Here are some:

Thumbs Up Service Recognition awards, Citibank Canada,
Branch of the Year Award, Citibank Canada
Customer Satisfaction Rating of 95 %, Citibank Canada
Service Excellence Award, Citibank Canada
RRSP Sales Achievement Award, Royal Trust
Canada Savings Bond and RRSP Branch Sales Achievement awards, The Permanent,
Work Simplification Award, The Permanent

Companies

These are some of the companies I've worked for in the financial services and related industries

Sun Life Financial Trust
StatPro Group
Citibank Canada
Midland Walwyn Inc
Gluskin, Sheff + Associates Inc
DST Canada Inc
Sun Life Assurance
Canada Permanent Trust Company (aka The Permanent, now Canada Trust)

Other Writing and Research

Research and report on Brazil for CIDA grant application, with focus on women, banking industry and banking software industry (33M Digiprint)
Canadian correspondent / columnist for American Reporter (including corporate social responsibility)
Personnel manuals (2) for a large child care services centre
Reporting on Women's College Hospital Health Show and Toronto North Women's Show (American Reporter, GTA Business Journal, North York Mirror)
Reporting on women's speaker series: Unique Lives and Experiences and columnist on US / Canada issues, in-depth book reviews (American Reporter)
Reporting on Nunavut Mining companies (Canadian Miner)
Reporting on Hotel Industry (Marketing magazine)

Interests

I have a strong interest in sustainability and socially responsible organizations. It's why I started my Masters Degree in Environmental Studies at York University, after finishing my Bachelor's Degree in Business and Society and my Certificate in Women's Studies, also at York University.

The Master's degree and my Writing and Business Analyst career was put on hold for many years while I concentrated on raising my two special needs children. One with cerebral palsy (among other issues) and the other with Aspergers Syndrome (among other issues).

But they are now 20 and 18, and I was able to transfer many of the skills I developed in my career to parenting special needs children- especially project management, training, work simplification and of course, interpersonal management of a multitude of schools and agencies.

I also used that time to experiment with online selling - operating several e-commerce sites - related primarily to special needs - but I also worked on websites for several small businesses - promotional products, personal care services, two hair salons and a flower shop.

This allowed me to develop skills in Internet research, website development, content writing and marketing for myself and for these local merchants. I developed marketing material as well, such as brochures and custom gift certificates, and some internal operational forms to help their business function better.

To help develop my skills as a writer and marketer, I've also continued my education with several writing courses, and most importantly, I am a Circle of Success Member of the American Writers and Artists Institute and member of the Professional Writers Alliance.

I'm driven by the desire to make the world better and easier to live in, by focusing on the products, processes, marketing and sales in every organization I work with.

I'd love the opportunity to help your organization be better as well.

Contact me and let's talk about how I can make your next project be that much better too.