Service

MICHELLE NAGY

**** ****** ** **

CALGARY, AB T*E 5E6

403-***-**** • *************@******.***

Objective

My goal is to be an active participant in the enhancement of all business objectives.

Summary of qualifications

● 20 years combined supervisory experience in both the call center and hospitality atmospheres supervising teams of up to 40 associates

● 15 years coaching experience for improved job performance of teams of up to 90 associates

● 30 years customer service experience acquired through extensive work in the call center/hospitality/retail industries.

● Strong written and verbal communication abilities

● Hard working and highly organized

● Ability to work effectively without supervision

● Responsible, reliable, flexible and self-confident

● 20 years experience in a customer care call center environment

● Above average computer knowledge as well as a tested typing speed of 61 wpm certified by University of Regina.

● Develop and implement training manuals and group activities for different business venues

Education

2015 ADP Canada Inc. Calgary, AB

Certificate of Achievement

Siebel CRM Phase II Implementation

2013 Certified Staffing Solutions. Calgary, AB

Certificate of Completion

SQL Fundamentals of Querying

2007 Capital Health Edmonton, AB

Certificate of Completion

Access 97 Database Certification

Professional Experience

July 2018 – January 2020 Drillinging Inc - Calgary

Training Specialist

Partner with key stakeholders to conduct training needs assessments and design training programs for assigned projects.

Conduct research and create associated training material and/or work products.

Deliver training to both internal and external clients using a combination of onsite and remote (webinar) methods.

Performs other activities as requested.

June 2009 – July 2018 Oildex - OpenInvoice - Calgary

Team Lead – Client Services

Provides training for new hires for designated program

Co-ordinates daily activities with employees to ensure quality and deadlines are met daily

Demonstrates written and verbal communications skills that clearly enable others to form appropriate opinions and decisions

Accepts accountability for own performance and development

Possesses knowledge and understanding of position responsibilities and technical skills necessary for position, applying this knowledge and understanding in an appropriate manner to successfully perform job

Takes the time to learn about and understand the business

Approaches decisions and actions with a customer perspective in mind

Volunteers for pilot projects to develop, work and hand-off when established.

Evaluates and recommends more effective/efficient ways of doing things challenging the status quo

Uses customer service feedback to continually improve delivery, processes and costs.

Meets customer expectations in terms of quality and deadlines.

Treats customers with professionalism and respect.

Utilizes a solutions-oriented approach to solving and preventing problems Sees other departments and employees as customers

Perform all other duties as required.

July 2007 – February 2009 Capital Health, Regional Nursing Affairs - Edmonton

Project Assistant - Administrative Support II

Assists with all student nurse clinical placements in the region; prepare, distribute and communicate with all schools of nursing in Canada and International.

Maintain, enter and distribute student nursing placements utilizing a specific online database program (HSPnet).

Create and maintain electronic filing system and shared network drive. Create and maintain computerized databases using Access; master lists or tracking systems for distribution or use as directed.

Responsible for the provision of administrative services, project support, and coordination of activities for the staff of Regional Nursing Affairs.

Schedule appointments, meetings and manage daily calendars for 6 Professional Practice Consultants.

Record transcribe and/or type, written or dictated reports; correspondence; briefing notes; proposals; educational materials; and meeting, committee and task force documents.

Provide meeting, committee and task force support: organize and schedule meetings, book rooms, prepare and distribute agendas, required meeting documentation/presentations and matters arising from minutes as directed.

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