Carrie-Ann Serieska

**** *** ** ********, ******, G3K OH4

P : 418-***-****

Email : acx550@r.postjobfree.com

Summary

Proven ability to lead multi-disciplined teams across large organizations.

Strong delivery of international customer support within medical industry.

Extensive execution of support operations through workforce optimization

Executing strategic planning through managing a strategic projects team.

Highlights

Results Orientated Quality Customer Focus

Project Management Experienced Leadership

Efficiency Driven Strong Communication Strategic Planning Employee Development

Accomplishments

Recipient of Global Customer Support – Customer Focus Award 2014

Recovery and stabilization of key accounts across Eastern North America

Secured $800,000 since 2012 from E-Commerce R&D Credits

Invested $100,000 in employee language development via subvention

Drove accountability through developing an integrated scorecard

Experience

Regional Technical Support Manager –BD Nov 2014- Apr 2016

Responsible for providing technical support to external customers and employees across BD while regionally partnering across Eastern United States and all Canada.

oManaging performance and developing a team of technical support agents.

oRecovering key accounts through intensive escalation management.

oDriving customer satisfaction through regional partnership across BD support functions such as implementation, sales and field support.

oRepresenting BD technical support while performing onsite customer visits and meetings.

oDelivering exceptional communication and follow up to clients and key stakeholders across dispensing.

Customer Support Quebec Site Manager –Carefusion Oct 2013- Nov 2014

Responsible for overseeing Quebec site operations and delivering technical support to customers encountering issues using Carefusion products.

oManaging team performance of 4 supervisors, 80 indirect technical reports, and 1 site coordinator.

oManaging customer escalations across Canada and Southern USA for strategic clients and performing onsite customer visits.

oDriving customer satisfaction through high quality support interactions.

oManaging all Quebec site operations inclusive of tax planning and growth.

oProviding Carefusion representation within the local Quebec community.

Operations and Strategy Manager –Carefusion July 2012- Oct 2013

Responsible for leading the technical support centers operations and strategy team across San Diego and Canada executing on business transformation alongside executive leadership.

oManaging team performance of 1 project manager, 3 consultants, 1 workforce (WFM) supervisor, 5 business analysts and 1 senior admin.

oOverseeing compliance of all Quebec site operations including audits

oDriving Carefusion Simplification Initiative through multiple projects

oKey projects accomplished:

Re-Organization of workflows and department structures

Project planning and execution for remote deployment team

WFM liaison and project planning standing up Malaysian Center

Development and implementation technical support scorecard

Workforce Optimization Manager- Carefusion July 2008-July 2012

Responsible for standing up and leading a successful workforce management department inclusive of centralizing all technical support centers workforce management activity.

oPartnering with Human Resources, Payroll and Accounting on key policies, process and integration of new programs impacting the organizations

oDeveloping, managing and implementing forecasting to correlate with work volume, monitoring performance and providing recommendations.

oPlanning and monitoring budget for headcount across the technical center.

oManaging technical support for payroll administration across North America.

oCoordination and reporting of training activities across the support center

oPartnering with IT and Telecom while representing TSC in technology and process changes ensuring system compliance

Technical Supervisor -Cardinal Health Apr 2006- July 2008

Responsible for leading and developing a team of front line technical agents that supported clinical technology products across North America.

oDeveloping, guiding, and career “pathing” agents

oQuality control monitoring of technical cases and calls interactions

oMonitoring and adjusting staffing levels in correlation with business objectives

oActively participating in business improvement initiative plans

oProviding customer service for internal and external client and escalations

oHandling escalated customer situations while using good judgment and independent thinking to resolve problems.

Call Center Operations - Canadian Tire Financial Services Mar 2002-Oct 2004

Responsible for supporting call center operations through performance monitoring and planning. In addition, I participated in the successful pilot and integration of workflow balancing of the application credit card department into the operations department. Below are highlighted support tasks I performed regularly as part of this department.

Call Center Operations Support

oMonitoring and tracking real time call center performance

oProviding accurate timely information of call center performance

oBalancing resources between multiple workgroups

oIdentifying, tracking and recording trends in call center activity

oActing as a liaison between Operations Support and our internal clients and IT. Trouble shooting with the Universe systems

Operations Scheduling

oReleasing optimized schedules of call center resources

oMaintaining IEX scheduling parameters and constraints

oReporting to internal clients and developing process improvements

Asset Management Administrator- Canadian Tire Financial Services July 1999-Apr 2000

Responsible for tracking and reporting of technological resources across the IT organization inclusive of IT training costs, contractor invoicing, and hardware inventory.

oVendor Management

oDatabase Management

oReconciling Accounts

oInvoice Processing

Education and Development

o1997-2000 Niagara College Business Administration Program -Specializing in Operations Management. Courses include: ISO 9000, Planning and Control, Management and Cost Analysis, Statistics, Operations Analysis, Labor Legislation, Logistics, Contract Law

oLeading Innovative Change- UC Berkley Center for Executive Education

oLeadership Presence – Niagara Institute

oService Strategies: Certified Service & Performance Support Supervisor

oDISC cornerstone principles and participation

oCoaching for Improved Performance –Manager Effectiveness Program

oICMI:Configuring, Forecasting, &Scheduling Workforce Manager (SF)

oICMI:Boot Camp Training –Workforce (Seattle)

oICMI: Call Center Basics –Seminar (Boston)

oCompleted Intermediate French Second Language Course

oWhite Belt Training – Cardinal Health

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