Customer Service Manager

SUE ELLEN JAVIER-DALUZ

Email: ************@*****.*** Mobile: 647-***-****

PROFILE

Enthusiastic Customer Experience Manager / Project Manager who is strategic, organized, self-motivated, analytical, creative, bilingual, and has the initiative to achieve goals corporate strategies and objectives. I am strong leader with proven ability to meet corporate targets and develop strategies through innovation and collaboration.

● 20 years of experience in customer service Front line, Call Center, Business to business and Retail

● Over 10 Years of people management Experience

● Over 6 years of project management, process documentation and Training experience

● Proficient with MS Word, Excel, MS Outlook, Office 365, Visio, MS Projects, Power point, Unix, EDI, Lotus notes, OLG Legacy Systems (Rams, Lams, PAS) IQS, Onyx, Cognos, Data valet CAREER HISTORY

ONTARIO LOTTERY AND GAMING CORPORATION 2009 - 2019 OLG PRIZE CENTRE MANAGER (2016 –2019)

● Business Project lead to High Profile corporate projects, Manages and leads complex business projects from planning through to implementation.

o Prize Centre Rejuvenation project ($8.7 million budget) o Business Project lead to new brand games “Big Spin”,” Hit or Miss”, “ Bachelor Bingo”

● Collaborate with key stakeholders and partners to position the organization for growth o Satellite Increased Redemption project

o E-transfer payments project

o CRM -Dynamics

● Developed Prize Centre Operational Process meet to all Rules, Regulations and AGCO standards .Developed and Implemented detailed plans, policies regarding program-specific requirements which would include RFPs and BRDs

● Accountable for resolving and investigating performance shortfalls and procedural weakness related to customer processing and service

● Developed Training Platform for new project/ program for Operationalization OLG PRIZE CLAIM SUPERVISOR (2015 –2016)

● Managed staff of 15 through motivation, coaching, training and development

● Responsible for Recruiting, scheduling and day to day operations

● Provided feedback from staff for areas of improvements to senior manager of day to day Operations

● Approved files, to ensure all criteria and standards are met before winners representative can continue with payment process

● Monitored staff attendance, performance, cheque inventory, merchandise prizes, maintain procedural manual, balance of cheque register, prepare daily and weekly reports for statistical and financial reporting, troubleshoot software and hardware related problems

● Back up to Senior Manager of Prize Claims

● Generate and provide winners research (statistics) requested for media and other departments OLG PRIZE CLAIMS CO-ORDINATOR (2013 – 2015)

● Develop, maintain and enhance the Prize Claim process documentation (including process maps), training and communication programs while ensuring a high level of customer service is provided to all stakeholders.

● Update all Prize Claim process documentation as per current day processes

● Facilitate training/learning initiatives and Build a Prize Centre sustainability and continuity plan

● Create process documentation for Respond to special training requests from Management, Promote, track, and report on the effectiveness of Prize Centre Training Programs.

● Point of Contact for Prize Center process, training and documentation for Newly launched games, Current game enhancements

● Ensure staff needs and program outcomes are met or exceeded.

● Support the Supervisors by overseeing and coordinating the day to day operations of the Prize Centre (PC), which includes counter, satellite and mail-in claims and the customer care area.

● Ensure all policies, procedures and processes are followed and complied with. Ensure Prize integrity is maintained while balancing operational excellence, risk and customer service. OLG WINNERS REPRESENTATIVE (2009 – 2013)

● Establish winning ticket ownership and initiate redemption

● Issue and verify cheques for completeness and accuracy

● Handle prize claim escalations for customers, media, retailers and internal partners

● Prepare documentation for major claims

● Investigate and resolve Family Responsibility Office Payment

● Perform administrative duties: monitoring cheque inventory, merchandise prizes, maintain procedural manual, balance of cheque register, prepare daily and weekly reports for statistical and financial reporting, troubleshoot software and hardware related problems Ensure the integrity and procedures for prize claims are achieved and always followed

● Process counter, satellite and delayed claims

KEY ACHIEVEMENTS

● 2017-2018 Opal Award Winner

● Vaike Marsulu Empowerment Award Runner Up

● 2016-2017 Business Operational Lead for Prize Centre Rejuvenation Project ($8.7 mill project)

● Q2 2014 Ontario Lottery & Gaming Opal Award Winner

● Developed a business training program for new and existing employees for long term organizational success.

● Developed Prize Centre Training Program, Customer Service and New Process documentation for business optimization.

● Proven ability to Organize, motivate, improve the work environment at the prize office through various volunteer work and committees

o OLG Women’s Network Steering Committee Member

o OLG Diversity and Inclusion Operational Lead Member o OLG Social Responsibility Operational Lead Member EDUCATION

2019 University of Toronto Continuing Education Toronto, Ontario Communication Strategies for virtual age

2018 Scala Network Toronto, Ontario

EQI - Emotional Intelligence for Leaders

2018 OLG Internal Facilitator Toronto, Ontario

Project Management

Collaborating at all Levels

Building and Managing Upward Relationships

Basic Measurement Concepts in Six Sigma

Agility: Power to Action

Change Agility

2017 Global Knowledge Toronto, Ontario

Microsoft Office 2010 – 2016

Excel 2016 – Spreadsheet Analysis

2014-2015 Last Minute Training.ca Toronto, Ontario Excel 2010 Data Management –Level 3

Excel 2010 Macros and VBA – Level 3

Microsoft Visio – Level 1

Excel 2010 Level – 1&2

Microsoft Power Point 2010

Contact this candidate