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Manager Human Resources

Location:
Sudbury, ON, Canada
Posted:
March 20, 2014

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Resume:

Zina Hassam Wong

**** ***** ***** *****, *********, ON, Canada? acc8kg@r.postjobfree.com

?+1-647-***-****

Education

Bachelor of Business Administration with distinction

1996

York University

Major: Finance

Professional Experience

Sr. Support Manager, SAN International

May 2008- to date

1. Manage, escalate internally and drive satisfactory resolution of

customers' service and support issues based on in accordance with

agreed SLA.

2. Expert in creating, managing, optimizing SLAs definitions related

to customers

3. Manage customer implementation as well as skills and knowledge

transfer of day-to-day operations

4. Support other departments on monitoring sales and inventory

management

5. assures time line compliance, assesses risks and recommend

solutions

6. Prepare weekly status report and conduct weekly meeting with

internal departments to drive customer satisfaction and setup

proper priority of open issues.

7. Develop and maintain strong working relationships with suppliers

and customers to create end to end customer satisfaction

8. Manage projects and work with cross functional teams within the

organization as well as regional teams, dealers, and third party

suppliers.

9. managing the engagement objectives, quality, risks, and maintaining

an outstanding level of internal and external communication

10. Continuous measurements for getting the stable ensured stage of

processes and tracking the necessary

metrics to realize the qualitative and quantitative benefits

Team Leader, TD Bank Call Centre Mar 2005- May 2008

1. Mentor and lead a team of Customer Care Professionals within an

inbound call centre environment to meet or exceed business goals

2. Keep staff informed of changes in policies and procedures,

identifying key areas where up-training and development are

required

3. Encourage and inspire direct reports to achieve personal

development goals

4. Assist staff in creating and implementing relevant development

plans

5. Drive quality and productivity results by providing regular

monitoring, coaching and feedback to staff

6. Manage performance/ behavioral issues of direct reports in a timely

manner through coaching, feedback and documentation skills

Accomplishments

Instrumental in hiring strong performers to drive the right

outcomes namely; employee engagement, employee satisfaction,

retention, customer experience and overall employee performance

Designed an instructional On-boarding Leader's Guide to Recruitment

and Training of New Employees

Created a learning tool to speak to Availability expectations of

employees at Amex

Partnered with Manager of Training and Development to introduce the

Availability Quiz on the Learning Management System tool to be

included in the new hire curriculum

Mentor colleagues looking to improve their team's performance

Routinely leverage HR Employee Relations Consultant Role experience

and knowledge: share best practices with colleagues.

Active member of the Performance Improvement (PI)Team 2008

Received market recognition award for participation on the PI Team

Received regional Team Award for participation on the PI Team

Team Manager, BMO Mbanx Direct Jan 1996- Mar 2005

Was a part of implementing virtual banking in all of Canada offering a

full suite of banking products and services to "high potential" customers.

Lead and coach a team of 20 plus direct reports (Customer Contact Agents)

in meeting and exceeding department customer satisfaction and revenue

generation targets.

Lead and develop Assistant Manager in administrative and coaching duties

Actively assist direct reports with career development through job

enrichment, career exploration, job shadowing opportunities, resume

scripting and interview skills

Manage performance, behavioral and attendance shortfalls of direct reports

as required to drive positive change and achieve desired outcome

Provide bi-weekly performance reviews to identify strengths and

opportunities; partner with direct reports to identify action items and

coach employee to actively participate in their own success

Provide mid- year and year end performance reviews

Accomplishments

Successfully led team to year end overall performance rating in the top 20%

out of 24 teams combined between two centres (Mississauga and Montreal)

Achieved 91% approval rating in 2011 Annual Employee Survey

Developed a centralized Contact Centre Manager Policies and Procedures

manual.

Created and implemented a Performance, Behavioral and Attendance management

tool utilized by Managers and Senior Management team

Department Lead for Human Resources, Employee Relations matters

Skills and knowledge

. Team Leader Development Program (Included Situational Leadership,

Whole Message Model, Coaching and Feedback, Effective Employee

Relations, Performance Management, Technical and Systems training)

March 2001

. Quest For Quality Certificate, (National Quality Institute) November

2000

. Conflict Management for Operations, March 2002

. Group Facilitation Training, November 2003

. Change Management Training, March 2005

. Introduction to Human Resources Management (Completed August 2005 A+)

. Organizational Behavior (Completed in December 2005 A+)

. Human Resources Planning (Completed May 2006 A+)

. Recruitment and Selection (Completed August 2006 A+)

. Industrial Relations (Completed December 2006 A)

. Occupational Health and Safety (Completed December 2006 A)

Skills

. Proficient in using Microsoft Office applications (Outlook, Word and

Excel)

. English-Fluent, Kachi-Native, Hindi/Urdu/Punjabi-Intermediate, Spanish-

Beginners

. Actively seeking PMP certification.

. Attending professional courses on negotiation and management skills in

York University.

References

Available on Request



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