MAURICE SMITH

** ******** **. *********, *******

M9W 6W6

416-***-****- (Cell)

PROFILE- My entrepreneurial spirit and natural leadership skills have allowed me to achieve career growth and a special talent for transitioning strategy into action and achievement.

AREAS OF STRENGTH AND EXPERTISE

Ability to work independently as well as part of a multi-functional team.

Process Improvement

Process Streamlining

Demonstrated ability to design, implement, measure, and continually improve policies, procedures, and control systems to ensure a continuously sound financial structure.

Skilled in establishing internal controls and policies to support regulatory compliance and drive optimal results.

Excellent interpersonal, presentation, mediation and negotiation abilities

Teamwork, work collaboratively with others to achieve group goals

High degree of patience and problem management techniques

Team Management & Training

Vendor Management

ACCOMPLISHMENTS

Installation of Training Database to improve customer care - Ministry of Culture, Tourism and Recreation.

Achieved Helpdesk resolution rate of 67% (up from 11.5% when I started) three months after starting at Livingston 1997; Resolution rate of 94% was achieved before time departure in 2001.

Problems/Solutions tracking Database program- (i.e. RoboHelp) to fostering better communication of information, many speaking with the same voice.

Project Manager of the First Intensive Care Unit (ICU) Training department- Bell Canada.

Installation of Training Database to improve customer care - Ministry of Culture, Tourism and Recreation.

Developer and Installation of Problems/Solutions tracking Database program- Bell Canada.

Developer of Communication line using Phone/Computer distributions system for Emergency Response- Livingston International.

Designer and Coordinator of Employee Reward and Recognition Program; Livingston International

Presidents’ Award: “Outstanding Customer Service Above and Beyond”: CIBC Wood Gundy, Bell Canada.

PROFESSIONAL EXPERIENCE

Independent Consulting Services

Consulting Services (Contract role) January 2016, to July 2018

Process Improvement

Process Streamlining

Establishing internal controls and policies to support regulatory compliance and drive optimal results.

Subject matter expert.

Canada Post Corporation.

Manager of Console Room (Contract role) June 2015, to December 2015

Monitors and controls the flow of mail to work areas within the plant.

Monitoring the execution of production plans developed for the shift in a major mechanized mail processing plant and is accountable for meeting related performance objectives.

Ensure internal controls and policies to support regulatory compliance and drive optimal results.

Establishing of internal Process Improvement.

Monitoring the dispatching of Vans and Trucks for National and International flow of mail.

Filling in for Plant Operation Supervisors when there is a shortage of staff to ensure the production targets are meet.

Independent Consulting Services

Consulting Services (Contract role) January 2013, to May 2015

Process Improvement

Process Streamlining

Establishing internal controls and policies to support regulatory compliance and drive optimal results.

Subject matter expert.

Manager, Consulting Services (Mat Leave Contract role) July 2012, to December 2013

Developed and executed marketing and business development strategies and to increase account penetration and client retention.

Mentoring of Junior Account Managers and Recruiters

Reduced Accounts Receivable days outstanding through improved processes and systems.

Call and face-to-face visit prospective, new and presented customers to assist new business.

Carry out client presentations expressing the value plan of products, solutions, and service offering.

Expert in a cold-calling, negotiating contract, consultative selling, forming grouping and partnering with others.

Planned and implemented sales activities to build and maintain business, emphasizing value-added services in a market dominated by well-capitalized competitors.

Met with candidates and prepared them for interviews; salary and benefit negotiations with clients.

Involved in the full recruitment cycle, including sourcing and screening of candidates for permanent and contract positions within the IT and Finance industry.

Provision IT Resources May 2011- July 2012

Senior Account Manager/Business Development Manager

Communicate to various C- Level IT executives and Institutional partners the benefits of our firm’s staffing models, as well as the ROI of firm’s solutions.

Mentoring of junior staff members.

Call and face-to-face visit prospective, new and presented customers to assist new business.

Carry out client presentations expressing the value plan of products, solutions, and service offering.

Direct efforts to develop customer experience at the point of sales.

Expert in a cold-calling, negotiating contract, consultative selling, forming grouping and partnering with others.

Work in a team environment of account managers to provide staffing services to our new and existing clients in different sectors of the IT and Financial Markets.

Followed long-term accounts strategies that increase profits and helped in cultivating the long-term relationships with proper decision makers.

Established and executed plans for tactical accounts that go beyond expectations in profits maintenance/increase, account profitability, and the customer satisfaction.

Bevertec CST INC. July 2009- April 2011

Senior Relationship Manager

Communicate to various C- Level IT executives and Institutional partners the benefits of our firm’s staffing models, as well as the ROI of firm’s solutions.

Subject matter expert.

Mentoring of junior staff members.

Practiced complete recruitment life cycle such as technical and behavioural interviewing techniques to qualify and present quality I.T and Financial resources.

Exceed company targets by combining best practices in account management with personal dedication.

Manage accounts by working with the recruitment team to provide clients with exceptional resources.

Contribute to the overall team culture by sharing best practices and accomplishing goals.

Maintain relationships with existing clients by providing support and guidance.

Using my well-developed communication, interpersonal and problem solving skills; to help bring in new clients that fits into the company overall business plan.

Developed and maintained relationship with our internal solutions based senior managers located with our vendors and staff augmentation account managers.

ASSET COMPUTER PERSONNEL May 2007- July 2009

Senior Relationship Manager

Built and maintained strong client and candidate relationships.

Proactively developed new business through a variety of sales methods: client visits, headhunting and presentations, sourcing via media outlets, and networking events.

Identify and develop new business opportunities within emerging sectors

Provided Vendor Management Training for Government VORs (Federal and Provincial).

Practiced complete recruitment life cycle such as technical and behavioural interviewing techniques to qualify and present quality I.T and Financial resources.

Conflict resolution and mediation of internal/external client issues.

Utilize referral network of present company clients and leads to facilitate business development - grew profitability by 20% over 2 years.

BELL CANADA HOLDING-BELL EXPRESSVU LTD. October 2001- March 2007

Customer Service Support Specialist Manger

Manager for CHURN (Revenue and Retention): Direct reports: 35 Support Specialists/ Floating Trainers.

Conflict resolution and mediation skills utilized as point person for third level Call Centre escalations.

Provided one on one coaching for customer service specialists.

Analyzed system CHURN/Call Centre system reports for sales and deactivations.

Evaluated, identified, and quantified potential impacts of new initiatives and training projects.

Act as point person for third level escalations in the Call Centre.

Reduced Accounts Receivable days outstanding through improved processes and systems.

Resolve problems referred by our customer groups.

Provide training, advice and direction to CHURN on new initiatives regarding customer retention.

Ensure the coaching/training and development of team representatives in terms of current policies and product management.

SPORT, CULTURE AND TOURISM PARTNERSHIP SECRETARIAT December 2001- April 2003

(MINISTRY OF CULTURE/, MINISTRY TOURISM AND RECREATION- SCTP)

Application Development Support Consultant

Direct report 20 Region Consultants, 6 Project Support Specialist.

Designed, developed and implemented new Grant Management System (GMS) and associated training programs.

Reduced Accounts Receivable days outstanding by 35% through improved processes and systems.

Experienced using SAP and Oracle financial and business intelligence software.

Demonstrated ability to design, implement, measure, and continually improve policies, procedures, and control systems to ensure a continuously sound financial structure.

Identify, Develop, Design and Implement Training programs for clients using GMS database.

Provide value-added training for management and staff on the new processes.

Provide training for all New Hire in classroom and follow-up/refresher assignment projects.

Provided direction surrounding Issues Management arising from new system implementation.

Ongoing project status updates and recommendations to all level of management.

Identified, developed, designed and implemented business reports that monitored government grants to provincial applicants.

Conducted all associated training system needs: Program audits, reporting and deliverables.

Provide direction to ensure that policies and procedures are adhered to, as per Freedom and Information Act.

Provide advice and direction to SCTP on new initiatives regarding E-Commerce and the public access of services.

LIVINGSTON INTERNATIONAL LTD. October 1997- January 2001

Technical Support Administrator/Team leader

Team Leader: Provided leadership to direct reports: 25 Internal Technical Administrator,

Subject matter expert on the operational process of the company

Demonstrated ability to design, implement, measure, and continually improve policies, procedures, and control systems to ensure a continuously sound financial structure.

Solid technical skills enabling automation of processes and quick preparation of ad-hoc reports through database queries to extract and covert data into intelligent information.

Provided training/coaching support to external and internal clients.

Reduced Accounts Receivable days outstanding by 15% through improved processes and systems.

Identified, developed and designed changes to procedure manual, ensuring all training deliveries.

Establish and maintain a coaching and training bond with Front-line Teams to ensure high performance and bridge any gaps after training.

Create and maintain repositories for all project documentations and deliverables.

Ensured that workload was scheduled evenly for all team members.

Provided direction and liaised with other departments to ensure Process Development and Process Improvement.

Establish and maintain client relationships.

Project and process development/improvement reports provided to all levels of management on an ongoing basis.

CIBC/WOOD GUNDY December 1995- June 1997

Retirement Specialist Process Leader/Liaison Officer

Demonstrated ability to design, implement, measure, and continually improve policies, procedures, and control systems to ensure a continuously sound financial structure.

Experienced using SAP and Oracle financial and business intelligence software.

Evaluate, Identify and quantify potential impacts of new initiatives/projects in order to improve customer care processes.

Automated expense reimbursement process that reduced processing time by 50% and enhanced reporting.

Provided Training/Operational support for conflict resolution and Transition Management for all Brokerage or Banking matters.

Work with project teams to develop/modify process and specific customer requirements following Customer Solution.

Analyzed and documented complex technical data and processes in order to design Training programs and process.

Researched, analyzed and documented current banking operations, data structure and application Systems relating to projects.

Dealt with the Brokerage arm of CIBC Wood Gundy on Project matters dealing with the Financial/Operation System such as ADP system and Internal Application in order to ensure that all the process and system was within company policies and Compliance

Interface with other department to provide direction to Coaches and Trainers, to ensure that information of new process and product.

Liaise with Design team to provide Timely and specific feedback to ensure that training delivery is optimized and yields Value Added results once agents have been trained.

Ensure compliance with established policies, standards and methodologies.

Developed communication plans for all levels of the organization on all changes and new process.

Conducted post implementation reviews; this included the monitoring of the involvement of internal and external resources.

Parachute Community Employment Centre 1992-1995

Assistant Program Manager /Placement Officer

Direct reports 15 Employment Counsellors, 15 Job placement Officers.

Developed and maintained relationship with our internal solutions based senior managers located with our vendors and staff augmentation account managers within our corporate offices to provide qualified

Provide training to all new Employment Counsellors/Placement Officers.

Completed and conducted yearly performances with all team members in order to ensure that all information and service meet Ministry Standards.

Automated expense reimbursement process that reduced processing time and enhanced reporting.

Building and maintaining strong relationships with both clients and candidates.

On an ongoing basis provide information to all levels of management about project expectations, requirements and status, make appropriate recommendations to management.

EDUCATION

Ryerson Polytechnic University Bachelor of Business Management Degree

PROFESSIONAL DEVELOPMENT

Thompson Inc. On-line Learning- Sigal: Managerial Leadership: Team Coaching, Motivating Employees Conflict Resolution, Project Management, Train the Trainer

Crystal Reporting, Oracle, SAP, ACCPAC MS Project, ITIL Management

Train the Trainer, Working knowledge of ACCPAC, and Financial Accounting.

Communication: Advance Interpersonal Communication, Effective Communication, and Listening Skills, Communicating to Build a Positive Culture, Coaching of team members for better results. Dealing with One on One issues, and Resolving conflicts

COMMUNITY INVOLVEMENT

Co-Chair Greenholme Junior Middle School Parents and Teachers Management Team 2011- 2013

Coach/ Board of Director- Rexdale Youth Soccer League 2008- 2013

G.T.A. Mentoring Program 2003-2007

Bell ExpressVu: "Stay in school Mentoring Program" 2002-2005

Leadership Facilitator: Toronto Board of Education 1984-1999

Coach of the Year: Toronto Secondary School Women's Athletic Association 1986-1992

Citizenship Leadership Award, Kiwanis: 4 years 1983-1987

Student Council President: Oakwood Collegiate 1987

References Available Upon Request.

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