Experience

Trotter and Morton Facility Services

• United States
• Facilities Services
• 1 - 100 Employee

• Mechanical Service Dispatcher

  • Oct 2021 - Present

  Utilize the dispatch software to effectively maintain work schedule for service representatives and assure that customer commitments are met Dispatch service representatives according to the schedule Receive customer calls and adjust schedule as required Coordinate and dispatch service technicians based on the Service Representative's skills, nature of the customer's requirements and geographic location of customer and appropriate field staff Advise service manager of customer complaints to expedite resolution ensuring and maintaining long term relationships. Communicate resolution to customer Determine and dispatch appropriate service representative to ensure quick and efficient resolution of problems while building and maintaining customer confidence and satisfaction. Keep the customer informed on action taken Sufficiently knowledgeable about geographical layout to make logical decisions concerning reassignment for urgent calls, assignment of scheduled work, reactions to problems, purchasing and transfer of tools, materials and equipment Based on the backlog of planned work, equipment availability, tolls and personnel available, provide effective work schedules for field staff to maximize uses of skills while cost effectively meeting customer needs and providing contingency time for emergency calls Document and report any work progress in writing regarding field performance, material, subcontracts, scheduling, etc Build and maintain rapport and positive working relationships with field and office personnel to resolve problems, employ opportunities and maximize profits Make priority decisions to dispatch personnel and equipment in accordance with applicable contractual agreements Maintain awareness of high credit risk customers and obtain approval from Supervisor prior to authorizing service Audit service reports weekly in accordance with established procedures Provide support for any special projects as assigned by your service manager



Paladin Security Group Ltd

• Canada
• Security and Investigations
• 700 & Above Employee

• Healthcare Operations Dispatcher

  • Feb 2020 - Nov 2021

  • Create, update and modify work schedules for Security Guards within Paladin Security for the healthcare contract. • Maintain scheduling software (winTEAM) and coordinate any entry completed by anyone within or outside the healthcare operations center to ensure accuracy • Work with Client Service Managers to ensure that all scheduling needs are met, and that client and site information is accurate • Strategically plan schedules to ensure effective use of resources and minimal overtime is acquired • Provide information to guards, managers, and department manager as requested regarding additional shifts, vacation requests, last minute book-offs, shift availability and shift cancellations • Liaise with the Alberta Protective Services Operations Center to ensure all scheduling requirements are being fulfilled • Help track overtime on a pay period basis and report the results to senior management, while trying to minimize any unnecessary overtime



Superior Propane

• Canada
• Oil and Gas
• 500 - 600 Employee

• Customer Experience Representative

  • Aug 2018 - Oct 2019

  • Build positive, collaborative relationships with all points of contact including customers, team members and management. • Consistently apply and leverage developed procedures and processes to effectively answer customer inquiries, resolve issues and manage customer expectations. • Strive to achieve a ‘’First Call Resolution’’ when responding to customer inquiries and requests for information regarding their product. • Provide accurate and reliable service information to customers. • Review customer account information during each call to ensure accurate and current data. Update system information as required and obtain any missing information as needed. • Act as the primary point of contact for the customer calls that are not resolved at the first contact. • Ensure resolution of their question, issue of concern in a timely manner. • Ensure resolution of the customer’s issue and that the customer service standards are achieved and exceeded



Big Sky Call Centers Inc.

• Canada
• Telecommunications
• 1 - 100 Employee

• Customer Experience and Development Supervisor

  • Jan 2018 - Jul 2018

  • Build, establish and maintain open lines of communication with Sales and Operations.• Responsible for positive resolution of client concerns.• Ensure customers experience exceeds expectations through and during the onboarding process.• Train employees on new accounts, updates and / or changes to an account.• Administrate and manage company CRM.• Develop, build, and program new accounts for ease of understanding and navigation for operations.• Continue to evaluate operations effectiveness through technology with a creative approach in recommending change, new processes and / or new technology as it becomes available.

• Sales Manager

  • Jul 2017 - Jan 2018

  • Achieve growth and sales targets by successfully managing the sales team.• Design and implement a strategic sales plan that expands customer base.• Manage recruiting, objectives setting, coaching and performance monitoring of sales representatives.• Build and promote strong, long-lasting customer relationships by partnering with them and understanding their needs. • Present sales, revenue, and expenses reports and realistic forecasts to the management team.• Identify emerging markets and market shifts while being fully aware of new products and competition status.

• Account Manager

  • Apr 2017 - Jul 2017

  • Operating as the lead point of contact for matters specific to customers.• Building and maintaining strong, long-lasting customer relationships.• Develop new business with existing clients and/or identify areas of improvement to meet sales quotas.• Act as a liaison with call center operations to ensure all customers enjoy an outstanding customer experience. • Assist with challenging customer requests or issue escalations as needed.• Overseeing customer account management, including negotiating contracts and agreements to maximize profit.

• Operations Supervisor

  • Dec 2015 - Apr 2017

  • Monitor and evaluate the Team Lead’s daily, weekly and monthly performance• Manage Call Center Budget, Scheduling, performance evaluations• Address challenging customers and problems that require escalation • Coach and discipline as required• Focus on maximizing productivity and reducing operating expenditures • Generate and prepare statistical data in regards to queue management, customer hold times, etc.

• Senior Team Leader

  • Aug 2015 - Dec 2015

  • Supports Team Leads and CSR's with customer calls; taking customer calls designated to senior levels.• Upholds effective queue management protocols; monitor queue, ensure Team Leads are managing the queue effectively, proactively address queue concerns and response times.• Addresses challenging customers and problems that require escalation. • Ensures all customers experience an outstanding customer experience • Coach and discipline as required.

• Team Leader

  • Feb 2015 - Aug 2015

  • Active support of customer calls; taking designated senior level calls and assisting with all calls as required to maintain service levels.• Monitor agent calls for quality and provide feedback and coaching to agents.• Provide coaching and develop goals to improve agent performance.• Ensure customer service levels are met or exceeded.



Utility Safety Partners

• Canada
• Public Safety
• 1 - 100 Employee

• Member Services Team Leader

  • Sep 2012 - Nov 2014

  • Managed the Member Services department and its associated company objectives including spatial GIS updates of underground for over 700 member companies including Public Utilities, Communications and Oil & Gas.• Supervised a team of analysts responsible for ensuring member updates were completed and all customer and member communications were responded to within appropriate service-level agreements.• Maintained a centralized database of member’s underground assets and emergency contact information. Monitored the underground asset data verification process; ensuring highly sensitive utility data was accurately imported into GIS database.• Coaching, mentoring and training staff for department roles and enrichment.• Creation of department budget and annual objectives in accordance with corporate business plan.• Analysis of weekly, monthly, annual reports based on department budgets/objectives.• Managed company communications through social media accounts (FaceBook, twitter, LinkedIn, YouTube), company website and publication of company newsletter.• Community Engagement through province wide attendance of health and safety conferences/trade shows and public safety related activities throughout the year to promote damage prevention and safe digging practices.

• Member Services Coordinator

  • Aug 2011 - Sep 2012

  • Created contracts for new membership and managed the new member on-boarding process.• Managed member information and geographical data updates utilizing appropriate GIS technologies.• Ensured that all member communications were responded to within acceptable standard level agreements while maintaining member relations.

• Customer Service Representative

  • Mar 2010 - Jul 2011

  • Received locate requests via phone/fax/web and analyzed caller information to create dig site polygons using mapping software.• Resolved customer issues and problems with care and concern.• Achieved performance targets within a team environment.



Symcor Inc.

• Calgary, Canada Area

• Adjustment Clerk

  • Jan 2010 - May 2010

  • Analysis of deposit posting slips to locate posting errors in a high volume production environment. • Worked alone or in groups depending on the situation often multitasking several different tasks at once. • Required to complete a high volume of transactions with minimal errors. • Analysis of deposit posting slips to locate posting errors in a high volume production environment. • Worked alone or in groups depending on the situation often multitasking several different tasks at once. • Required to complete a high volume of transactions with minimal errors.



CIBC

• Canada
• Banking
• 700 & Above Employee

• Verification Clerk

  • Aug 2009 - Dec 2009

  • Verified and balanced bank deposits. • Completed encoding of bank instruments. • Performed appropriate adjustments based on error analysis of deposit contents. • Verified and balanced bank deposits. • Completed encoding of bank instruments. • Performed appropriate adjustments based on error analysis of deposit contents.



Century 21 the Professionals Ltd

• Calgary, Canada Area

• Licensed Realtor

  • Jan 2007 - Aug 2009

  • Highly skilled in making sales presentations for prospective customers. • Proficient in executing effective sales and marketing strategies. • In depth knowledge of preparing and negotiating contracts. • Hands-on experience in coordinating property closings and disbursement of funds. • Highly skilled in making sales presentations for prospective customers. • Proficient in executing effective sales and marketing strategies. • In depth knowledge of preparing and negotiating contracts. • Hands-on experience in coordinating property closings and disbursement of funds.



CIBC

• Canada
• Banking
• 700 & Above Employee

• Personal Banker/Assistant Branch Manager

  • May 2005 - Dec 2006

  • Profiled new and existing clients to uncover financial needs. • Submitted loan applications, mortgage and investment referrals, open new deposit accounts, wire transfers, and service client needs. • Approved large transactions and accept cash shipments. • Continually met and exceed quarterly sale and service goals. • Exceptional leadership, organizational, oral/written communication, interpersonal, analytical, and problem resolution skills. Thrived in both independent and collaborative work environments.



Wells Fargo

• United States
• Financial Services
• 700 & Above Employee

• Lending Specialist

  • Jan 2004 - Apr 2005

  • Outgoing phone solicitation to retail contract holders to solicit loans/mortgages. • Preparation of retail financing for department store retailers. • Supervision duties included Branch Manager vacation backup, open/closing procedures. • Outgoing phone solicitation to retail contract holders to solicit loans/mortgages. • Preparation of retail financing for department store retailers. • Supervision duties included Branch Manager vacation backup, open/closing procedures.



TELUS Communications

• Telecommunications
• 700 & Above Employee

• CSR/Team Lead/Acting Manager

  • Jul 1999 - Oct 2003

  • Outbound calling to customers in AB and BC on several marketing campaigns. • Actively used needs based selling techniques to provide communications solutions to existing customers. • Received inbound calls handling customer service requests such as new line activation's, disconnections, move orders, and provisioning of new services on telephone lines. • Team Lead responsibilities including coaching, scheduling, reporting team statistics to management, motivating team members, customer escalations and team contests. • Acting Manager responsibilities included supervision of Team Leads, preparing team reports, annual performance management reviews, interviewing possible new hires in a unionized environment. • 2002 Consumer Sales Solutions Award winner for Informal Leader.