Manager Customer Service

*** ******** ****** ******, ** K*S *A* 613-***-****

abqexr@r.postjobfree.com gilliandawson.com

Consultant Health Strategy

Master s level education combined with 9 years experience in strategic development, measurement and evaluation,

distinguished by commended performance and proven results year-over-year

Seasoned consultant and noted relationship-builder with extensive experience providing strategic guidance to

senior managers and executives

Proficient applied workplace researcher with expertise in designing and leading projects to answer key questions,

inform decision making, confirm results and demonstrate impact

Energetic collaborator and leader with a solid track record of exceptional work quality and performance

Positive corporate ambassador, accomplished networker and passionate health advocate, demonstrating

considerable involvement in community-based initiatives regarding healthy workplace and mental health awareness

Areas of Expertise

Development of corporate strategic plans

Development of program frameworks and plans, as well as management of program delivery

Performance measurement and evaluation

Program architecture and governance

Program planning, implementation, measurement and evaluation

Design and execution of methodologies to assess risk, gaps and compliance

Group facilitation, including strategic planning, action planning and road mapping

Design and management of research projects and staff

Research, development and application of evidence-based practice

Development and execution of communications strategies, training and education, and knowledge transfer processes

Complex reporting, including developing report designs and making actionable, best practice recommendations

Skills

Consulting:

Research:

Providing consulting services and advice, including

Research project design and implementation

to senior managers and executives

Research project management and coordination

Analyzing complex issues, and developing solutions

Data preparation, analysis and interpretation

and recommendations

Leading data analysis for evidence-based decision

Leading and managing multiple large scale projects

making

and teams

Writing, including reports, briefs and white papers

Managing and advising internal and external

project stakeholders Developing key research messages and application

Project management, including work planning, status Product development and testing

reporting, budgeting and contracting Survey project development, data analysis, reporting

Presentation, facilitation, training and public speaking Data collection techniques, including interviews,

Response to RFPs, reports and complex writing focus groups, surveys, needs assessments

Working to deadline and managing multiple priorities Qualitative and quantitative research methods

Networking, social media and developing business

opportunities

Liaising and consulting across departments and with

partners, committees and program stakeholders

Collaborating with partners and volunteers

Professional Experience

MORNEAU SHEPELL LTD. Leading provider of human resources consulting and outsourcing services that

support organizations in managing their financial security, health and productivity.

Consultant, Health Strategy, 2007 to Present

Advise clients in the development of comprehensive strategies to support health objectives. Act as lead consultant and

client relationship manager in the delivery of complex and multifaceted health indicator projects for key clients across

our national book of business.

Manage large scale client projects from start to finish, Assist clients to identify information needs, as well as

including determining project scope, drafting contract, collect and mine data with respect to health and

project management, customer relationship human resources management

management and delivery

Conduct facilitated strategic planning, action

Guide and make recommendations to senior leaders planning, and governance and annual review

and executives in the development of corporate strategic meetings with clients and stakeholder groups

plans and solutions

Consult with clients on the design and development

Design measurement, evaluation and quality of program evaluations and ROI studies

improvement tools, such as scorecards, dashboards,

Support internal clients through the provision of best

benchmarking databases and logic models

practices research and knowledge transfer

Synthesize program/project findings and research to

Write and present complex reports with project

make best practice recommendations, design

findings, analysis and recommendations, as well as

solutions and strategies, as well as create action

quarterly and annual program review reports

plans

Contribute to the development of research briefs,

Analyze, interpret and present health indicator and

research reports and white papers

performance management data

Identify opportunities to partner with other enterprise

Utilize background and expertise in both quantitative

practice areas to deliver comprehensive solutions to

and qualitative research methodologies to design and

clients and cross sell

carry out research projects for clients, including

Provide subject matter expertise for sales, proposals

surveys, best practice audits, focus groups, interviews

and the development of materials

and other workplace analytics

Support product research, development and testing

Design, plan and implement needs assessment

projects and gap analyses on organizational health,

Promote enterprise and departmental consulting

change management, and engagement, including

services through public speaking opportunities

conducting research and development, data analysis,

Drive departmental business development funnel and

reporting, interpretation and presentation of results

revenue, as well as partner internally to drive enterprise

revenue

Key Results:

Recognized for being able to produce quality results

Successfully led the development of a 3-year health

amidst high demands and tight deadlines

and productivity strategy for a provincial long-term

care sector association Acclamation for ability to use big picture focus while

also demonstrating attention to detail

Successfully executed the first major consulting

project using Morneau Shepell s new model Touted as a model collaborator

Various project deliverables were selected as Assigned as a Subject Matter Expert in responding to

models and used for the corporate Tools RFPs regarding broader health strategies

Repository Notable contributions made to the development or

Key role in exceeding departmental sales targets for core consulting products and services, marketing

the last 5 years material and report designs

Lead Consultant for various blue chip customer projects. Contributed to 13 research papers published by the

enterprise s Research Group, including leading the

Lead Health Strategy Consultant for the enterprise s

development of various research reports

largest customer

SHEPELL-FGI (NOW MORNEAU SHEPELL LTD.) Leading global provider of organizational health and

productivity management solutions.

Account Manager, 2004 -2007

Designed and managed the delivery and evaluation of customized Employee Assistance and Support Programs to

ensure total customer satisfaction as well as account profitability and retention. Developed and maintained long-term

relationships by providing excellent customer service and consultative support to corporate contacts, as main point of

contact.

Identified, qualified and referred cross sale Provided consultation to organizational clients regarding

opportunities within existing customer accounts, and the effective selection of health and lifestyle seminars and

worked in co-operation with business development to workshops

support the cross sales opportunities Coordinated and delivered executive briefings,

management training, and employee orientation

Negotiated and renewed existing client contracts, as

well as monitored account profitability and loss sessions

Provided organizational support through Presented and interpreted statistical reports to client

consultation with managers, program stakeholders contacts

and key personnel around managing highly Monitored program usage, as well as designed and

sensitive employee issues and performance, coordinated promotional activities.

supporting traumatic organizational events, and

Directed Coordinators and Administrative staff in

supporting healthy workplace.

carrying out customer deliverables and supporting

accounts.

Key Results:

Directly contributed to almost 200% growth of

Customer relationship manager for several Top 100

office portfolio, over 8% increase in contract

accounts

revenues, and a 98% client retention rate, over two

Managed a portfolio of approximately 120 small to

years

large private and public sector Employee

Acclamation for demonstrating the highest standards in

Assistance Program (EAP) accounts, from point of

customer service and excellence in client

sale through to renewal

relationship management

Planned, designed and launched over 30 new client

programs, including: liaising with key stakeholders to Involved in supporting over 250 client

ensure strategic program positioning; conducting organizations, including 40 national programs

needs assessments; coordinating employee

orientations and manager training; and developing

and coordinating program promotion

TRAILHEAD Premiere 4,000 square foot retail outlet focusing on outdoor adventurism.

Department Manager, 2003 2004

Sales Associate, 2002 - 2003

Promoted to manager to provide leadership to business operations and staffing including primarily: acting as Manager-

in-Charge, opening and closing the operation, ensuring achievement of weekly sales targets, and providing employee

training.

Key Results:

Direct responsibility for the performance of

Acclamation for making significant contributions to the

departmental employees, and also the day-to-day

team environment by effectively training and coaching

performance of entire floor team when regularly acting

employees as well as translating the goals and

as Store Manager

direction of the organization

Provided product evaluation to buyers to improve sales

Designed departmental inventory management

potential

process, together with employee training that resulted

in reduced loss and increased departmental revenue

Education

UNIVERSITY OF OTTAWA Ottawa, Ontario

Master of Arts (MA) in Human Kinetics, with specialization in Intervention and Consultation in Health and Physical

Activity, 2004

Activities:

Teaching Assistant; Research Assistant; Academic Mentor, University of Ottawa varsity men s hockey and cross country

teams; International internship experience, England; Peak Performance Coach, University of Ottawa Varsity Football;

VP Social, University of Ottawa Graduate Students Council, School of Human Kinetics.

QUEEN S UNIVERSITY Kingston, Ontario

Bachelor of Physical and Health Education (BPHE), 2002

Bachelor of Arts (BA), with Minor in Psychology, 2002

Activities:

Team Captain, varsity women s water polo team; Educational Assistant, Kingston Collegiate Vocational Institute

Transition Program for special needs students; Assistant Instructor, water polo, Queen s University Faculty of Physical &

Health Education practicum course.

Honours and Awards

Ottawa Occupation Health Nursing Presentation: Committee Member, Royal Ottawa Foundation for

Mental Health in the Workplace Understanding the Mental Health s Inspiration Awards Gala, 2005 2011

Changing Landscape and How-To Take Action,

Team Captain, Ottawa Fusion Soccer Club, 2009-

Ottawa January 2012

2010

Morneau Shepell s National Annual Survey Results

Committee Member, Shepell-fgi Good Apple Awards

Presentation: Rewards, Health and Wellbeing Trends

(excellence in demonstrating corporate values), 2007

& Recommendations, 2011, Calgary, Alberta

- 2010

Various client and prospect presentations on the

Vision Award recipient, Ottawa Human Resources

strategic program development, 2009, 2010, 2011,

Professional Association, 2006

Halifax, Fredericton, Ottawa, Toronto

Council Member, The Mayor s Initiative on Healthy

Atlantic Interuniversity Services Inc. Conference

and Productive Workplaces, 2004 2006

Presenter: Roadmap for the Development of Health

Team Leader, WarrenShepell Community Reach Out

Strategy, 2010, St. Anne, Nova Scotia

Campaign, 2004 2006

Atlantic HR Association Annual Conference Workshop

Award of Merit for contribution in pioneering the

Presenter: Building an Effective Health & Productivity

University of Ottawa s first Student Academic Success

Strategy for a Changing Workforce, 2010, Fredericton,

Service Athlete Mentorship Program, 2003

New Brunswick

Team Captain, Queen s University varsity women s

Successfully raised $50k for the Royal Ottawa

water polo team, 2002

Foundation for Mental Health through the Building

Healthier Workplaces Conference Bilingual Certificate (French), 1998

Founding and Organizing Committee Member, Building

Healthier Workplaces Conference, 2005 2011

Contact this candidate