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Manager Customer

Location:
Mississauga, Ontario, Canada
Posted:
November 16, 2018

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Resume:

Sharon Ann Zuzarte

**** ********* **** ***********, *******, L5N 8G9

Phone: 905-***-**** Email: ac7psn@r.postjobfree.com

Summary

Self-Motivated Customer Operations Manager with extensive experience leading operations services, recruiting and training while managing multiple locations, resources, time frames and various priorities. Excellent relationship management and problem solving abilities. Skilled in resolving broad range of issues and motivating employees towards achieving organizational goals. Achieves cost savings and efficiency through training and process improvements. Facilitates seamless acquisitions and transitions through fundamental knowledge of the market.

Professional Experience

Element Fleet Canada

Licensing Supervisor March 2017 – February 2018

Manage a staff of 9 overseeing a ensuring renewals are completed within bench mark

Improved SLA’s and Employee engagement

Monitor additional request from clients ensuring accurate and on time responses

Coordinate with internal and external customer as necessary and communicate ministry updates or changes

Identify opportunities for process improvements

Identify service enhancements

The Phoenix Group Canada June 2012 – March 2017

Client Services Manager

Manage a staff of 5 while overseeing a smooth deployment of clients orders

Oversee and manage clients’ projects from start to end ensuring on time completion while providing timely updates to the client and upper management.

Providing support to the President and other Executives as required

Increased customer satisfaction by developing project plans to track maintain and report projects

Initiated weekly meeting between department managers to keep informed of challenges, changes or other information that needs to be addressed or kept in consideration when making decisions

Lowered supplies cost by researching alternative supplier for supplies

Eliminated margin of error by finding root cause and implementing process improvements and quality checks to avoid errors from reoccurring

Improved new employees integration by organizing a new hire program focused on specific needs and developing Training matrix for snapshot view of staff trained on various jobs

Successful at keeping internal challenges transparent to clients by cross training staff in all areas

Introduced logs and reports for clients to keep clients and departments informed of the status of orders and inventory

Work with clients to resolve merchant issues in a short time frame

Responsible for researching and marketing our new service

Implemented HR documents, logs and reporting

Sharon Ann Zuzarte

7283 Blackwood Mews Mississauga, Ontario, L5N 8G9

Phone: 905-***-**** Email: ac7psn@r.postjobfree.com

Pitney Bowes, Mississauga, Ontario August 1998 – July 2011

Operations Manager, 1998 – 2011

Providing service to clients such as RBC, Microsoft, Katz Group and Heenan Blaikie

Managed a staff of 12–30 supporting 5000 customers, generating a revenue of 95K and margin of 30%

Established reputation for resolving issues in a short time frame and implementing procedures to eliminate reoccurrence while exceeding customers SLA’s of 99% error free work

Trained other supervisors in handling issues. Provided coaching to address the issues/challenges and develop customer and employee relationships

Reduced accidents to “0” by increasing health and safety awareness and providing safety training for various jobs

Increased employee morale and productivity through staff relationships, promoting open, honest and effective communication

Recipient of the 2006 Diversity Award for advocating and embracing change, and building a strong diverse team.

Served as chair of social committee 2007 – 2011

Served as member of Health and Safety committee responsible for upholding health and safety standards at various locations

Recipient of back-to-back 2004 and 2005 international leader award for exceptional customer satisfaction and employee ratings while increasing overall revenue and margin

Realized savings of $23,000 annually at RBC by implementing process improvements resulting in reduction of one full time position

Achieved cost savings of 20% annually by establishing and applying procedure enhancements, resulting in 10 hours of labor reduction per week

Spearheaded 100% smooth transition on startup projects of new sites at RBC, Katz and Kraft Canada

Lowered shipping expenses for RBC Insurance by $12,148 monthly by consolidating shipping to external branches and reduced customer expenses by $8,820 through researching alternative suppliers

Reduced on-site inventory for Microsoft and RBC by 25% by streamlining ordering process

Increased revenue by $1.5 million annually by using one company methodology to promote various areas of the organization, resulting in securing additional business

Accredited by customer for developing procedures that identified software application errors and eliminating margin of error by implementing quality checks

Education and Professional Development

Principals of Operations Management University of Toronto, St George Campus

Microsoft Office Dufferin Peel Catholic School Board

BA University of Karachi

Six Sigma White Belt

American Management Association:

-Communication for results - Leading Leaders

-Foundation for service excellence - Leading People

-Influencing without Authority - Critical Thinking



Contact this candidate