TRACEY WILSON 627 Whistler Drive Oshawa, Ontario L1J 8K2 Cell: (416) 315-6436 ________________________________________________________________________

PROFILE A reliable and innovative worker with extensive experience in Customer Service and Coordination. Strong analytical skills with a demonstrated strength in building working relationships at all levels. Excellent knowledge of Microsoft Office (Word, Excel, Power Point). A creative and energetic problem solver, comfortable in a fast-paced environment. ________________________________________________________________________

CAREER SUMMARY

CIBC 2007-Present Program Coordinator Manages logistics, communications and budget for Retail & Business Banking training programs.

• Has successfully managed high-profile induction programs including People Manager Essentials Program (for new managers – all levels), Mortgage Advisor Development Program and Wood Gundy’s Investment Advisor Assistant Program.

• Currently managing the 13 month induction program for new Commercial

Banking Associates.

• Has developed strong working relationships with various internal business partners including Commercial Banking and Wood Gundy.

• Has developed strong working relationships with outside vendors across Canada including Chelsea Hotel, Delta and Fairmont Hotel chains, AMEX, The Printing House and multiple caterers.

• Responsible for all program logistics including venue, travel, accommodations, catering and materials. Books training and conference rooms for internal meetings.

• Organizes executive receptions for the Commercial Banking Associate Program.

• Responsible for managing program budgets ranging in size from $10,000 to

$1,000,000. Manages the tracking and payment of invoices and the monthly reconciliation of a Corporate VISA.

• Responsible for processing participant out-of pocket expenses on CIBC’s online

expense reimbursement system and ensuring those expenses follow CIBC Policy.

• Schedules LiveMeeting virtual sessions and conference calls. Responsible for providing participants, coaches and leaders all meeting invitations.

• Developed communication plan for the Commercial Banking Associate Program. Responsible for all communications and Outlook mailbox management for the program.

• Tracks participant attendance on CIBC’s internal learning system. Works directly

with the Measurement and Reporting Department in validating monthly program reporting for Commercial Banking Senior Executives.

• Manages the Commercial Banking Associate Program SharePoint site. Provides access to participants, ensures learning calendars are up to-date and manages uploading of reports and materials.

• Rated “Exceeded Expectations” on 2014 and 2015 Annual Performance Reviews.

• Awarded a quarterly CIBC Achievers Award and an Above and Beyond Award

for outstanding first-quarter performance in 2016.

• Distribution Representative for the CIBC-TTC-VIP-Metropass Plan.

• Member of the 2014 and 2015 Run for the Cure Committees. MAC’S CONVENIENCE STORES INC 2005-2007 Recruitment and Training Administrator –Contract (1 yr) Responsible for the daily administration of the Recruitment and Training Departments

• Processed pre-employment checks. Organized candidates into twice-monthly training classes.

• Arranged flights, hotels, and car rentals. Booked training and conference rooms.

• Tracked incoming invoices and subsequent payment by Accounts Payable.

• Responsible for the handling of Dealer training contracts and deposit cheques.

• Liaised with advertising agency to place newspaper ads. Posted jobs on online

employment sites. Developed advertising tracking system to aid the Recruitment Manager to stay within budget.

• Responsible for arranging the hiring of temporary office staff through outside

staffing agencies.

• Posted training manuals, forms and internal job postings on company websites.

• Updated employee information on HRIS system to reflect completed training courses.

• Organized trainee information packages, training manuals, conference packages.

• Responsible for ordering uniforms and office supplies.

• General administrative duties such as filing, faxing and photocopying.

UNUM/PROVIDENT CANADA 1996-2002 Customer Service Representative Responsible for the day-to-day liaison between policyholders, sales agents, brokers, billing groups and management.

• Managed administration and premium processing for Third Party Administrators (brokers) with annual premiums in excess of $1,000,000.

• Responded to inquiries from internal customers as well as policyholders on a

daily basis – this includes phone, electronic and management requests.

• Drafted and implemented a prepared response library to handle customer requests for technical questions. This saved considerable time on the telephone and provided customers with a clearer consistent response.

• Recognized as Employee of the Month for work with customers and Sales

Offices. Nominated for Customer Loyalty and Retention Award. Received cash bonuses for performance and initiative.

• Trained Customer Service Representatives in Western Canada on mainframe and

proprietary systems.

• Built and maintained strong working relationship with key Brokers; subsequently assigned to handle this business exclusively.

• Let team in the reorganization of structure and workflow in the Customer Service

department.

• Responsible for record number of policies under administration by single representative (1000+).

EDUCATION

• Holistic Nutritionist Program, Institute of Holistic Nutrition, 2005-2007 • Spiritual Psychotherapist Training Program, Transformational Arts College,

2005 • Human Resources Management, Post Diploma, Seneca College, 1996 • Honours Bachelor of Arts in Psychology, University of Waterloo, 1995

PROFESSIONAL DEVELOPMENT

• Internal CIBC elearning sessions in Microsoft Office Applications (Excel, Word),

LiveMeeting, business writing techniques and SharePoint. • LOMA (Life Office Management Association), Canadian Insurance Institute,

Completed Level One Certificate, 1997 • MICA, Business Writing Skills Workshop, 1997