Project Manager Customer Service

Christa Reid-Seto

*** ********* ****** 905-***-****

Oshawa, ON L1J 5X4 *********@*****.***

PROFILE

A highly resourceful manager with over 7 years’ experience hiring, managing and training employees in

a firm, fair and consistent manner. Proven ability to quickly establish rapport and develop strong

working relationships, internally and externally. Thrive on challenges and can be depended on to

adapt to changing needs. Strong negotiation skills with demonstrated ability to liaise with major

stakeholders and coordinate projects from conception to completion using excellent communication,

organization and follow up.

DEMONSTRATED STRENGTHS

Methodical and detail oriented Committed to excellent customer service

Team development and motivation Capable of decisive action

Effective communication and interpersonal skills Strong and consistent work ethic

Exceptional time management and Highly adaptable

organizational skills

CAREER HIGHLIGHTS

Management

Established and managed relationships with vendors, clients and internal departments . As

Project Manager for the Tyco Customer Monitoring Center, liaised with all involved parties to

ensure that required information was provided and communicated in a timely manner.

Managed multiple projects simultaneously while hiring, training and overseeing several

specialized teams within the Monitoring Center.

Allocated resources and time effectively to develop team and individual performance, ensuring

deadlines were met and client complaints minimized.

Leveraged best practices and made sound business decisions, recommending procedural

improvements which translated into high volume of positive feedback from some of the

Company’s largest clients.

Adapted to changing demands and remained positive and resourceful in the face of stress and

ambiguity by setting clear targets, adapting leadership style and helping others to be productive

and focussed on the positive.

Conducted performance reviews and communicated r egularly with staff to ensure an

understanding of each team member’s career objectives. Retention rate within the

department was extremely high with several employees achieving promotions.

Proactively addressed conflicts as they arose, handling all issues in a direct manner.

Christa Reid-Seto Page 2

Training and Facilitation

Engaged participants in classroom training sessions by providing a fun and interactive learning

environment following adult learning principle s, resulting in improved interest and retention of

key information.

Solicited feedback from classroom participants by creating a survey to ensure learning goals

were met and to further develop course content for future sessions. The survey results were

extremely positive, highlighting employee satisfaction with both content and presenter.

Facilitated training sessions for customers on a variety of acce ss control and camera systems,

customizing delivery as needed. Established excellent rapport and contacted years later by

several clients for on-going support.

Developed training checklists, instructional aids and power point presentations for various call

center departments to eliminate gaps in training, resulting in a streamlin ed training process

which cut new hire training time by approximately 25%.

Utilized sound judgement and quick thinking to deliver scheduled training on an unknown

system by adapting existing knowledge, ensuring the client had a full understanding of the

material without delays.

EMPLOYMENT HISTORY

Tyco Integrated Fire and Security (formerly Intercon Security) 2001-2014

Project Manager and Team Lead (2007 - 2014)

Installations Coordinator (2005 - 2007)

Database Coordinator (2004 – 2005)

Security Systems Administrator (2001 – 2004)

Intercon Security, Trainer 2006-2013

EDUCATION & PROFESSIONAL DEVELOPMENT

Project Management Professional, Looking Glass Development - In Progress

Certificate, Teaching and Training Adults, Durham College

Courses, French Proficiency, Durham College

Diploma, Micro Computer Business Applications, Toronto School of Business

Diploma, Accounting and Computers, Toronto School of Business

Instructor Certification, First Aid, CPR, AED and Use of Force Theory

Internal training: Supervisory Seminars, Public Relations & Professionalism, and multiple system related courses

INTERESTS AND VOLUNTEER EXPERIENCE

Yoga Kick-boxing St. Vincent's Kitchen Fundraising for charitable organizations

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