Manager Customer Service

Lynne MacFarlane

** – **** Cedarglen Gate, Mississauga ON, L5C-4S7

647-***-**** ************@*****.***

PROFILE

Ambitious and dynamic with a passion for delivering an exceptional balance of superior client care, paired with high functionality in a fast-paced environment.

In a versatile blend of talents and expertise, brings appropriate people skills, patience in working with and through others, quality control and attention to detail.

Demonstrated flexibility in either leading or supporting a team as necessary with the ability to work independently or as part of a team.

Often viewed as the stabilizing force, provide balance between very high theoretical, technical or practical approaches to problem solving with the ability to communicate effectively with all stakeholders.

Ability to work in ambiguity while creating processes and structure for others.

EXPERIENCE

Zawada Health Mar 2014 – Jan 2016

Office Manager

Complete wellness clinic, offering Naturopathic Doctors, Registered Massage Therapists, Osteopath, and a Psychotherapist

While overseeing daily operations, analyzed inventory, supply costs and assessed suppliers resulting in substantial savings

Implemented corporate infrastructure by creating, drafting and implementing new office policies, a procedures manual, and detailed office systems to maintain high confidentiality as it pertains to the handling and storage of patient information.

Ensured consistent and effective company-wide communication by creating and distributing a monthly newsletter

Managed financial functions such as reporting, AP/AR, and payroll

Provided input and guidance on internal decisions to resolve issues around staffing, management and accounting.

Demonstrated flexibility and strong ability to multi-task in providing support to all teams as required.

Rawlinson Moving and Storage

Relocation Coordinator (Contract) 2013

A moving company providing full-service local, long distance, cross-border and worldwide relocation.

Analyzed workflow and introduced process improvements resulting in decreased errors and missing items.

Coordinated all aspects of moves with key stakeholders (dispatch, brokers, storage, workers, customers) including assessing specific requirements, engaging third party specialty services, and completing documentation (Canadian, American, International customs documents required for individuals and vehicles.

Proactively started to collect outdated receivables and capture delayed payments resulting in the recovery of multiple thousands of dollars.

Director Jun 2002 – Jan 2012

Fennell Chapel/Cresmount Funeral Home

Crestmount is committed to helping bereaved family members and their loved ones in their time of need. All services are designed to help families through one of the most personal and challenging stages of life.

With compassion, provided guidance to distressed clients to develop customized funeral services based on their need and budget. Ensured that priorities were understood by listening to their needs in order to provide relevant information on services.

Within this highly legislated, regulated, and policy driven field (Board of Funeral Services (BFS) and Funeral Services Association (FSA) ensured compliance with all levels, at all times.

Provided professional and superior customer care whether acting as a first point of contact, providing insight and pricing on packages, or directing a service resulting in satisfied clients and repeat business.

Coordinated vehicles, clergy, flowers, plots, and ceremony details; managed support staff, client relations and event coordination including contingency planning to avoid any possible problems.

Demonstrated excellence in calmly managing all aspects of funeral services including multiple clients, services, sales, and embalming.

Various Roles of Increasing Responsibility 1997 - 2002

For companies like GE Capital Canada, Copelco Capital and J&J Display, provided Leasing Support, Account Management and Sales

VOLUNTEER

Habitat for Humanity April 2012 – Present

Assisted with building homes for less fortunate families in Toronto and travelled to Ethiopia and built homes for families in need

Assistant Coach Aug 2007 – Apr 2014

Mississauga Chief’s (girl’s hockey)

Provided training and mentorship, creating a safe and fun environment where players can challenge themselves. Administered drills and coordinated practice games three times a week, encouraged an ideal balance of competitiveness, achievement and fun

EDUCATION & PROFESSIONAL DEVELOPMENT

Sheridan College Dec 2015

Medical Terminology 1

Humber College May 2004

Funeral Services Diploma

Humber College Jun 1997

Accounting Fundamentals

Sheridan College May 1993

Diploma - Sign Language Communicator

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