Supervisor, Early Intervention Service

• Sep 2019 - Present

Disability Management Consultant

• Aug 2018 - Sep 2019

Manager, Disability Management

• Dec 2015 - Aug 2018

I lead a team of Disability Case Managers who provided recommendation for support of absences in short term and long term disability leaves. Provided coaching/mentoring on complex medical management and return to work plans. Reviewed/audited long duration cases on a weekly basis to ensure cases are on track for sustainable return to work Managed contracts with key customer in the province that involved unionized employees. I lead a team of Disability Case Managers who provided recommendation for support of absences in short term and long term disability leaves. Provided coaching/mentoring on complex medical management and return to work plans. Reviewed/audited long duration cases on a weekly basis to ensure cases are on track for sustainable return to work Managed contracts with key customer in the province that involved unionized employees.

Assistant Manager - Service Delivery

• Jul 2013 - Dec 2015

Managed a team of Service Delivery Representatives in a unionized call center environment. Led the roll out of project initiatives, which involved a proactive way of handling our customer base and implemented significant change management strategies for all stakeholders. Had extensive knowledge of the Collective Agreement and demonstrated the ability to communicate according to the agreement on an ongoing basis. Conducted investigation statements with unionized staff. Managed a team of Service Delivery Representatives in a unionized call center environment. Led the roll out of project initiatives, which involved a proactive way of handling our customer base and implemented significant change management strategies for all stakeholders. Had extensive knowledge of the Collective Agreement and demonstrated the ability to communicate according to the agreement on an ongoing basis. Conducted investigation statements with unionized staff.

Customer Service Supervisor

• Oct 2010 - Jul 2013

Supervised a team of Case Managers and Adjudicators. Provided coaching and mentoring with respect to ongoing case management to all staff. Established and implemented team goals/targets with measures, balances and checks in place to ensure goals were achieved. All team goals/targets were met and exceeded on an ongoing basis. Performance development plans and performance reviews were completed within deadlines. Performance Management and coaching were completed on an ongoing basis. Developed and maintained an excellent working relationships with the largest unionized employers in the province which required negotiating return to work with the union, employer and injured worker. Show less

Resolution Specialist

• May 2008 - Oct 2010

Completed investigations/reviews of appeals on a documentary, in-person meeting or teleconference basis. I have an exceptional understanding of WCB legislation and policy and have demonstrated the ability to communicate my decision based on my knowledge. Communicated decision in writing to Injured Workers, Employers, Unions and to the Appeals Commission. Daily discussions with Customer Service Supervisors with respect to claims related decisions. Completed investigations/reviews of appeals on a documentary, in-person meeting or teleconference basis. I have an exceptional understanding of WCB legislation and policy and have demonstrated the ability to communicate my decision based on my knowledge. Communicated decision in writing to Injured Workers, Employers, Unions and to the Appeals Commission. Daily discussions with Customer Service Supervisors with respect to claims related decisions.

Case Manager

• Mar 2006 - Apr 2008

During my time as a Case Manager, I worked on a team that dealt with complex injuries and as a result I established comprehensive return to work plans, with active vocational services and had a significant number of foreign workers. In addition to the day to day case management duties, I completed acting supervisor duties as well as mentored new employees. All scorecard measures were met and exceeded. During my time as a Case Manager, I worked on a team that dealt with complex injuries and as a result I established comprehensive return to work plans, with active vocational services and had a significant number of foreign workers. In addition to the day to day case management duties, I completed acting supervisor duties as well as mentored new employees. All scorecard measures were met and exceeded.

Team Lead

• Oct 2004 - Mar 2006