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

2. • 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.

3. • 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.

4. • 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