Melissa Martin

A talented leader with over 15 years of experience. Possesses expertise in call center management, process improvement, and driving strategic growth. Solid track record of success in multiple industries, including medical cannabis, healthcare, and oil & gas. Adept at transforming underperforming operations, optimizing workflows, and implementing best practices to achieve measurable results. Known for developing cohesive teams and enhancing training to create an exceptional customer experience. Achieves increased revenue, reduced turnover, and improved operational efficiency by implementing efficient systems and fostering collaboration. A Six Sigma Green Belt with a hands-on, goal-oriented leadership style focused on achieving impactful outcomes. 

2017 to 2024 • Aurora Cannabis • Edmonton, Alberta/Remote 

Opening the world to cannabis, enabled by science, empowered by people, for patients & consumers..

Director, Client Care Medical (2021 to 2024)

Brought in to improve efficiency and drive growth for a rapidly expanding cannabis company, which grew from 200 employees to 2,000. Managed a team of up to 8 direct reports and 50 overall. Streamlined call center operations, established training protocols, created a Veteran Concierge department and revitalized clinical and community partnerships. 

• Reduced call wait times from 5 hours to 30 seconds and decreased call abandonment from 75% to 5%.
• Achieved 7% growth in veteran patients and a 10% increase in veteran revenue year-over-year.
• Reduced a $28M A/R backlog down to $4M in only 9 months through cross-functional collaboration. 

Integration Manager, Operations (2018 to 2021)

Promoted from Executive Assistant role to manage all Executive Assistants and Administrative staff. Standardized operational processes and integrated best practices across newly acquired cannabis companies. Documented procedures, streamlined workflows, and enhanced operational efficiency. 

• Optimized workflows/established best practices, reducing drying & harvesting time by 10-15%.
• Enhanced team performance by 30% and retention by 50% through mentorship and coaching.
• Implemented a continuous improvement program, which boosted facility operations by 10%.

Executive Assistant to the Chief Operations Officer and Vice President of Operations (2017 to 2018)

Established structures and policies for a startup cannabis firm. Managed executive schedules, organized critical meetings, created travel policies, and standardized expense management. 

• Negotiated corporate travel discounts with hotels and airlines, securing over $100K in savings.
• Introduced travel & expense policies, saving $250K and reducing approval time from days to hours.
• Launched an employee benefit discount program, improving satisfaction from 60% to 85%.

2016 to 2017 • Carrington Group of Companies • Edmonton, Alberta 

A residential and commercial real estate development organization focused on growth in Western Canada. 

Executive Assistant to the Owner & President 

Supported leadership, coordinated key meetings, and enhanced administrative efficiency. Identified opportunities for improvement and implemented solutions to improve document management. 

• Created and executed a digital storage solution, saving over $75K in external   data storage costs.
• Enhanced efficiency and cohesion by fostering a collaborative administrative environment.
• Managed agendas and minutes for high-stakes Shareholder meetings, ensuring accurate records.

2014 to 2016 • Willbros • Edmonton, Alberta 

Specialty energy infrastructure contractor serving the oil & gas and power industries. 

Executive Assistant to the Vice President of Human Resources 

Primary HR support with recruiting, training, and process optimization responsibilities. Managed the Temporary Foreign Worker program and developed strategies for civil litigation and asset recovery. 

• Streamlined civil litigation process, recovering $50K+ in assets while reducing legal expenses.
• Redesigned HR processes, reducing new hire onboarding time from 14 days to only 3. 
• Improved LIMA processes and recruitment advertising, which accelerated foreign worker onboarding. 

Coach Academy, Leadership and Performance Coach (in progress) | AB/SK Licensed, LLQP Accident & Sickness Insurance | NAIT, Project Leadership | NAIT, Project Management | Aveta School of Business, Six Sigma Green Belt | APMG International, Change Management | Institute of Professional management, Canadian Professional Management