Customer Service Manager

OBJECTIVE

To make a significant contribution in a client driven corporation by

utilizing my experience in operations management, client services, and

business development

KEY COMPETENCIES

- Relationship Building

- Business Development

- Client Acquisition

- Strategic Planning

- Budget Adherence

- Corporate Branding

- Performance Analysis

- Training & Coaching

- Team Building

- Establish Targets

- Operations Management

- Strong Leadership Skills

. Exceptional interpersonal, project management and conflict resolution

skills

. Highly analytical thinking with demonstrated talent for identifying,

scrutinizing, improving, and streamlining complex work processes

. Strong communication skills with exceptional ability to provide

superior customer satisfaction

. Results oriented approach with the ability to work well under pressure

and meet tight deadlines

. Technical competencies include but are not limited to SAP, Lotus

Notes, SharePoint, MS Outlook, Word, Excel, PowerPoint, Access,

Publisher, and Visio

EMPLOYMENT EXPERIENCE

UNIVERSITY OF CALGARY

2013 - PRESENT

Administrative Assistant; Faculty of Medicine

. Ensure senior secretarial and administrative responsibilities are

handled efficiently, accurately and confidentially using

discrimination and good judgment in a busy and active work environment

. Liaising with physicians, patients, and various clients and

representatives

. Scheduling appointments, coordinating meetings, and efficiently

booking physicians

. Coordinate a heavy volume of work, meeting numerous deadlines and

ensuring a high degree of accuracy

. Prepare files & distribute confidential information as required

VOYSUS GROUP INC.

2003 - 2012

Manager, Contact Centre Operations & Client Relations

. Manage the development of service level agreement (SLA) policies

within the contact centre ensuring consistency with overall business

strategies

. Responsible for performance management including motivating, training,

developing, and evaluating the contact centre teams

. Plan and execute all organizational and client events from

conceptualization to execution

. Make timely and complex decisions that support company policies and

procedures, altering course of action where appropriate based on

analysis of new information, including but not limited to, decisions

on staffing, hiring, and corrective action

. Represent company and speak on behalf of clients at various events

. Analyze statistical reports and other documentation to identify trends

and implement enhancements

. Ensure service quality standards and budgetary scheduling standards

are met.

. Create training decks to facilitate sales training and strategies,

collaborate with training department to ensure successful delivery of

learning initiatives

. Meet with clients regularly to identify and establish on-going

improvement plans and initiatives

Sunnybrook Health Sciences Centre

2008 -2009

Educational/Learning Coordinator (Contract)

. Plan, organize and direct all activities as required for the full

implementation of program/project goals and objectives to encourage

growth and new directions for the Radiation Oncology Department

. Source and assess appropriate training resources and trainers to

deliver training and development to medical students, residents, and

fellowship candidates

. Facilitate and centralize reporting and data management and the

systematization of project information

. Serve as the liaison between the various departments and its members

for all training and development

. Manage, maintain, analyze and report on allotted budget

. Prepare reports for doctors, facilitate and coordinate meetings and

events

PRIME TIME MESSENGER

2000 - 2003

Assistant Manager, Business Development & Client Relations

. Effectively handle all communications between client and corporate

headquarters

. Prepare proposals, estimates, and reports pertaining to new

acquisitions and existing clients

. Establish corporate vision, mission and priorities

. Define and develop content for website

. Attend all meetings, provide input pertaining to all aspects of

corporate objectives (revenue, growth, operations)

. Coordinate events (client appreciation, team building, etc.)

. Prepare performance management evaluations for employee appraisals and

reviews

. Evaluate and report on quality pertaining to various departments

(customer service, delivery, warehouse, dispatch, sales, accounting)

. Develop policies and procedures, oversee implementation process and

publish

. Prepare and submit payroll (Ceridian Payroll system)

EDUCATION & CERTIFICATIONS

2011 First Aid Certification; St. John's Ambulance; Toronto, Ontario

2011 Real Estate Salesperson Course; Ontario Real Estate

Association; Toronto, Ontario

2000 Business Administration, Seneca College; Toronto, Ontario

REFERENCES AVAILABLE UPON REQUEST

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