Customer Service Manager

Derek Girard

416-***-**** *************@*****.***

linkedin.com/ Derek-Girard

Profile Summary

Accomplished office manager, leader, educator and project lead with 20+ years professional experience, reliability and passion for helping others succeed. Sound expertise in employee and operational management, project implementation, communication and customer service. I am seeking an opportunity to further develop my skills working with others in an innovative and creative environment.

Transferable Skills Overview

• Management of staff including interviewing, orientation lead, performance management and annual employee evaluations while maintaining excellent employee engagement through open door policy.

• Consistently recognized for exceptional communication skills in organizational updates and change implementation. Responsible for all agency functions/events, holiday greetings on behalf of administration to all employees.

• Organized team and regional meetings arranging locations, materials, equipment as well creating/updating agendas, from set up to clean up.

• Subject Matter Expert for development of new front line scheduling model, administrative work flow improvement initiatives, standardized service coordination work flow model as well as service coordinator orientation model.

• Operations Trainer for new scheduling model and selected to implement at all Service Delivery Centres in central and eastern Ontario, educating supervisory, administrative and front line employees on the mode.

• Developed more concise service and employee area coverage. Utilized data analysis software to determine optimal boundaries of service areas based on client volumes and employee availability logistics

• Developed a local Welcome Call script, policy and procedure to introduce clients to our services, which took corporate notice, then rolled out across all Service Delivery Centres nationally.

• Assisted in the creation and development of online interactive training modules for new staff regarding scheduling software and staff roles and responsibilities.

• Maintained employee engagement surveys creating a healthy and supportive work environment and transparency, projecting a genuine desire to assist others in their personal and professional growth and development.

• Provided orientation training to new employees, familiarizing them with policies and procedures, hardware device usage, software program training including individualized support for those experiencing challenges.

• Event organization including team meetings, flu clinics, educational sessions and project launch/wrap up celebrations.

• Liaison with building management to ensure safe, efficient and functioning work environment, resolving issues quickly with minimal to zero interruptions of operations.

• Engendered collaborative relationships, actively engaged with corporate team managers and VP’s while acting as project lead in multiple business, technological and telecommunication improvements and enhancements including procurement and management of supplies and equipment.

• Consistently recognized for superior customer service skills with stakeholders at all level, internal and external.

• Uphold solid understanding and appreciation for confidentiality and ensuring accurate data and client information records while complying with legislation and ethics.

• Responsible for all on site hardware procurement, deployment, operations, maintenance and upgrading of work stations, photocopiers, fax machines, telecommunication devices for leadership team/front line/new hire employees.

Professional History

• Administrative Supervisor Saint Elizabeth Health Care, Toronto ON 2010 - 2015

• Operations Trainer Saint Elizabeth Health Care, Toronto ON 2009 - 2010

• Service Coordinator Saint Elizabeth Health Care, Toronto ON 2007 - 2009

• Personal Support Worker Saint Elizabeth Health Care., Toronto ON 2002 - 2007

• Professional Assistant Tyronne Hodgins, Toronto ON 1998 – 2001

• Asst Manager Mailroom/Reprographics Pitney Bowes, Toronto ON 1995 – 1998

• Asst Manager Mailroom/Reprographics Toronto Legal Copies LTD, Toronto ON 1991 – 1995

• Project Assistant/Document Control Clerk Davy International Canada LTD, Toronto ON 1988 - 1991

Education

Personal Support Worker Certificate, George Brown College, Toronto Ontario 2002

Business Admin., Mgmt (incomplete) Humber College, Toronto Ontario 1986

OSSGD Hagersville Secondary School 1985

Certifications: WHIMS, Customer Service, WSIB, Mask Fit Testing, Communications

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