Experience

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  Litco Law

  • Manager, Administrative Services

    • Jun 2022 - Present

    • Oversee the strategic direction and performance of the administrative services department consisting of three diverse teams, including vendor management and negotiation.• Engage with department leads, analyze data, and make recommendations to improve outcomes and increase service levels.• Support executive leadership in execution and delivery of corporate key objectives through consultation, improvement recommendations, and procedure development.• Improved team efficiency with a complete re-design of existing roles through evaluation of current role requirements, identification of opportunities and implementation of technological and procedural solutions.• Developed visual and text-based resources to support executive leadership in establishing external partnerships.• Led the investigation and implementation of a software solution, improving medical records retrieval timelines by over 50%.

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  WCB-Alberta

  • Canada
  • Insurance
  • 700 & Above Employee

  • Re-Employment Services Service Manager

    • Jan 2021 - Jun 2022

    • Managed a diverse team including a mix of new and established team members including providing feedback, coaching, and mentoring.• Responsible for unit budget, contract negotiation and outcomes including re-employment productivity, re- employment outcome success and client satisfaction.• Collaborated with multiple business units as a committee lead focused on identifying creative solutions to streamline and improve the re-employment process for clients and staff.• Engaged with other business units to identify their service needs and adjusted internal service delivery to meet stakeholder needs including initiating a formal audit process focused on streamlined recommendations, increased collaboration, and improved employee wellness.• Created coaching tools to ensure timely service delivery impacting client experience, staff productivity, and overall wellbeing.• Identified and addressed high workload issue through collaboration with staff and external stakeholders, resulting in improved employee experience.

  • Customer Service Supervisor

    • Jul 2016 - Jan 2021

    • Effective leadership of a team of 12 direct reports including team building, employee coaching, performance management and workflow management.• Responsible for assigned large employer account program development and support, and overall external client satisfaction scores.• Evaluated and managed team and unit objectives based on analysis of multiple factors including past performance, employer account changes and department process updates.• Analysis of case plan quality, scorecard metrics and work processes for the continuousimprovement of staff, internal & external procedures and stakeholder satisfaction.• Unit lead for multiple high profile initiatives requiring significant peer to peer leadership andfacilitation of focus and planning sessions with target groups (internal and external).

  • Quality Analyst

    • Jun 2012 - Jul 2016

    • Developed and updated audit programs for key business processes/decisions to ensure accuracy and quality of decisions and timeliness of service delivery.• Coordinated the collection and analysis of performance data and made recommendations for new or improved business processes.• Assessed the impact of procedural changes on service, work flows, related procedures, training requirements, division communications, and the department’s ability to meet quality standards.• Coordinated cross business unit audits and tabulated findings resulting in recommendations for staff training to improve business outcomes and service delivery.• Identified business gaps, key outcomes, opportunities and risks, make appropriate recommendations and developed and documented processes to achieve desired outcomes.

  • Case Manager

    • Oct 2008 - Jun 2012

    • Managed a case load of up to 40 injured workers in safe and early return to work.• Assessed, planned and facilitated the right treatment, benefits and services within WCB policies and procedures.• Developed and managed return to work plans which include medical, vocational and rehabilitation services.• Liasied with stakeholders including workers, employers, and health service providers.• Documented decisions in writing to all stakeholders and ensure accurate and up to date documentation of developments on each claim file.

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  Sheraton Cavalier Hotel Calgary

  • Calgary, Alberta, Canada

  • Reservations Agent/Front Desk Clerk

    • Jan 2007 - Oct 2008
    • Calgary, Alberta, Canada

    • Managed a switchboard and provided excellent customer service for internal service requests and external reservations calls.• Developed and maintained a database for airline staff group reservations.• Monitored and recorded data on incoming calls for the purpose of tracking sales/reservation success, guest request turn around time and overall call statistics.

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  Jack Astors Bar & Grill

  • Calgary, Alberta, Canada

  • Shift Supervisor

    • May 2006 - Jan 2007
    • Calgary, Alberta, Canada

    • Managed front of house service staff during day and evening shifts including scheduling, customer service, and guest assistance.• Oversaw restaurant management during shift including staffing levels, front door wait times, food delivery times and food/drink quality.• Created and managed a database to track server errors resulting in promos for guests.