Kathleen Anne Pia

Assistant Contact Centre Manager at Mayfair Diagnostics
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Contact Information
us****@****om
(386) 825-5501
Location
Calgary, Alberta, Canada, CA
Skills

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Bio

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Credentials

  • Lean Six Sigma Green Belt Certification
    GoLeanSixSigma.com
    Apr, 2021
    - Oct, 2024
  • Microsoft Excel (Microsoft 365 Apps and Office 2019)
    Microsoft
    Feb, 2021
    - Oct, 2024
  • Ten Thousand Coffees Member
    Ten Thousand Coffees
    Jan, 2021
    - Oct, 2024
  • Lean Six Sigma Yellow Belt Certification
    GoLeanSixSigma.com
    Apr, 2020
    - Oct, 2024
  • Teaching English as a Foreign Language (TEFL)
    TESOL Asia
    Feb, 2015
    - Oct, 2024

Experience

  • Mayfair Diagnostics
    • Canada
    • Medical Practices
    • 100 - 200 Employee
    • Assistant Contact Centre Manager
      • Dec 2022 - Present

    • Patient Experience Coordinator
      • Jun 2021 - Dec 2022

    • Workforce Management Analyst
      • Apr 2022 - Aug 2022

  • Interac
    • Japan
    • Education Management
    • 700 & Above Employee
    • Assistant Language Teacher
      • May 2016 - Aug 2019

      • Analyzed client needs to create personalized plan appropriate for the student’s English level. • Facilitated learning by planning and creating lesson plans, conducting engaging class activities, and tracking progress. • Proofread and evaluated clients’ work. • Analyzed client needs to create personalized plan appropriate for the student’s English level. • Facilitated learning by planning and creating lesson plans, conducting engaging class activities, and tracking progress. • Proofread and evaluated clients’ work.

  • Convergys
    • United States
    • Outsourcing and Offshoring Consulting
    • 700 & Above Employee
    • Business Operations Manager
      • May 2008 - Feb 2015

      • Analyzed and maintained Client Service Level Agreements; implemented improvement plans as needed.• Maximized revenue generation to reach long and short-term financial projects by managing key performance indicators.• Created and maximized relationships with client partners.• Provided leadership and guidance to direct reports through coaching, performance management, and employee engagement. • Engaged in the selection, training, and development employees.

    • Senior Team Lead
      • Nov 2006 - May 2008

    • Customer Service Team Lead
      • Mar 2004 - Nov 2006

Education

  • Southern Alberta Institute of Technology (SAIT)
    Diploma, Business Administration, Supply Chain Management
    2019 - 2022
  • University of Santo Tomas
    Bachelor of Science - BS, Tourism

Community

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