Manager Human Resources
Resume:
Zina Hassam Wong
**** ***** ***** *****, *********, ON, Canada? ********@*********.**
Education
Bachelor of Business Administration with distinction
1996
York University
Major: Finance
Professional Experience
Sr. Support Manager, SAN International
May 2008- to date
1. Manage, escalate internally and drive satisfactory resolution of
customers' service and support issues based on in accordance with
agreed SLA.
2. Expert in creating, managing, optimizing SLAs definitions related
to customers
3. Manage customer implementation as well as skills and knowledge
transfer of day-to-day operations
4. Support other departments on monitoring sales and inventory
management
5. assures time line compliance, assesses risks and recommend
solutions
6. Prepare weekly status report and conduct weekly meeting with
internal departments to drive customer satisfaction and setup
proper priority of open issues.
7. Develop and maintain strong working relationships with suppliers
and customers to create end to end customer satisfaction
8. Manage projects and work with cross functional teams within the
organization as well as regional teams, dealers, and third party
suppliers.
9. managing the engagement objectives, quality, risks, and maintaining
an outstanding level of internal and external communication
10. Continuous measurements for getting the stable ensured stage of
processes and tracking the necessary
metrics to realize the qualitative and quantitative benefits
Team Leader, TD Bank Call Centre Mar 2005- May 2008
1. Mentor and lead a team of Customer Care Professionals within an
inbound call centre environment to meet or exceed business goals
2. Keep staff informed of changes in policies and procedures,
identifying key areas where up-training and development are
required
3. Encourage and inspire direct reports to achieve personal
development goals
4. Assist staff in creating and implementing relevant development
plans
5. Drive quality and productivity results by providing regular
monitoring, coaching and feedback to staff
6. Manage performance/ behavioral issues of direct reports in a timely
manner through coaching, feedback and documentation skills
Accomplishments
Instrumental in hiring strong performers to drive the right
outcomes namely; employee engagement, employee satisfaction,
retention, customer experience and overall employee performance
Designed an instructional On-boarding Leader's Guide to Recruitment
and Training of New Employees
Created a learning tool to speak to Availability expectations of
employees at Amex
Partnered with Manager of Training and Development to introduce the
Availability Quiz on the Learning Management System tool to be
included in the new hire curriculum
Mentor colleagues looking to improve their team's performance
Routinely leverage HR Employee Relations Consultant Role experience
and knowledge: share best practices with colleagues.
Active member of the Performance Improvement (PI)Team 2008
Received market recognition award for participation on the PI Team
Received regional Team Award for participation on the PI Team
Team Manager, BMO Mbanx Direct Jan 1996- Mar 2005
Was a part of implementing virtual banking in all of Canada offering a
full suite of banking products and services to "high potential" customers.
Lead and coach a team of 20 plus direct reports (Customer Contact Agents)
in meeting and exceeding department customer satisfaction and revenue
generation targets.
Lead and develop Assistant Manager in administrative and coaching duties
Actively assist direct reports with career development through job
enrichment, career exploration, job shadowing opportunities, resume
scripting and interview skills
Manage performance, behavioral and attendance shortfalls of direct reports
as required to drive positive change and achieve desired outcome
Provide bi-weekly performance reviews to identify strengths and
opportunities; partner with direct reports to identify action items and
coach employee to actively participate in their own success
Provide mid- year and year end performance reviews
Accomplishments
Successfully led team to year end overall performance rating in the top 20%
out of 24 teams combined between two centres (Mississauga and Montreal)
Achieved 91% approval rating in 2011 Annual Employee Survey
Developed a centralized Contact Centre Manager Policies and Procedures
manual.
Created and implemented a Performance, Behavioral and Attendance management
tool utilized by Managers and Senior Management team
Department Lead for Human Resources, Employee Relations matters
Skills and knowledge
. Team Leader Development Program (Included Situational Leadership,
Whole Message Model, Coaching and Feedback, Effective Employee
Relations, Performance Management, Technical and Systems training)
March 2001
. Quest For Quality Certificate, (National Quality Institute) November
2000
. Conflict Management for Operations, March 2002
. Group Facilitation Training, November 2003
. Change Management Training, March 2005
. Introduction to Human Resources Management (Completed August 2005 A+)
. Organizational Behavior (Completed in December 2005 A+)
. Human Resources Planning (Completed May 2006 A+)
. Recruitment and Selection (Completed August 2006 A+)
. Industrial Relations (Completed December 2006 A)
. Occupational Health and Safety (Completed December 2006 A)
Skills
. Proficient in using Microsoft Office applications (Outlook, Word and
Excel)
. English-Fluent, Kachi-Native, Hindi/Urdu/Punjabi-Intermediate, Spanish-
Beginners
. Actively seeking PMP certification.
. Attending professional courses on negotiation and management skills in
York University.
References
Available on Request
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