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KEY ACHIEVEMENTS
• Planned and operationalized a front-line, customer-focused call centre for OMERS including the design and implementation of a quality monitoring system, call tracking, corporate auto attendant and other technologies and business processes
• Regular speaker at call centre conferences advisor for Contact Centre Canada and Centennial College’s Call Centre program
• Conducted BPRs and implemented changes to improve turnaround times, increase individual and unit productivity, provide better customer service, improve knowledge of staff all of which contributed to increased operational efficiencies
• Developed division-wide policies and procedures such as use of Independent Medical Assessments, Shortened Life Expectancy Benefits, and Release of Financial Information via telephone/email
• Successfully planned and executed multiple projects at team, department and division levels
PROFESSIONAL EXPERIENCE
OMERS 1999 TO 2007
Team Leader, Client Services (2002 to 2007)
• Managed all call centre operations including the direct supervision of 14 staff
• Provided pension expertise to staff through individual and group coaching and to clients via telephone, email and letter
• Designed and implemented major call centre enhancements including performance targets, job descriptions, staff objectives and training plans, quality assurance program, call tracking and routing technology, corporate auto attendant, and queue messages
• Conducted extensive statistical analysis to develop staffing models, forecast for staffing and budget purposes, and determine business trends
• Worked with human resources to develop core competencies, a comprehensive recruitment process and reclassify positions
• Provided ongoing coaching and support to staff; rolling out new policies and procedures, monthly coaching sessions, analysis and discussion of individual performance
Acting Manager, Stakeholder Relations (2004)
• Developed job description, business plan and objectives for position
• Enhanced existing technology to streamline communication to and from OMERS key stakeholders
• Developed standardized presentations on the pension plan for use at stakeholder meetings
Acting Manager, Business Transformation Project (2001)
• Implemented job redesign; co-ordination of filling and upgrading 40+ positions
• Facilitated and documented business process reviews in key business areas
• Developed and implemented comprehensive communications plan for the project
• Prepared budget submissions
• Co-chaired working group to produce effective, comprehensive and workable solutions to variety of customer service issues
• Co-chair/Co-Project Manager of project to enhance delivery of telephone and email communication to clients
Team Leader, Pension Services Branch (1999 to 2001)
• Managed operations of Disability Benefits and Retirement Claims units of the plan’s administration including supervision of staff
• Developed and implemented training plans and administrative procedures for day to day work and new regulations
• Successfully lead change to a new division-wide system for processing and maintaining benefits. This unit was one of the first to stabilize productivity and turnaround times after new system implementation
MINISTRY OF THE ATTORNEY GENERAL 1994 TO 1998
Executive Office Manager, Office of the Public Guardian & Trustee (1998)
• Supervised executive office support staff including recruitment, assigning work, identifying and providing for training needs, performance management
• Worked with management to identify learning and development needs for all levels of staff including the development of performance contracts
• Managed the production of all corporate and office-wide projects and reports
• Identified potential issues and provided the Public Guardian and Trustee with advice and possible solutions
Executive Assistant, Program Analyst & Issues Manager, Social Justice Services Division (1994 to 1998)
• Reviewed and analysed budgets and other fiscal reports for accuracy and potential efficiencies
• Developed briefing notes, reports, and other materials for the Assistant Deputy Attorney General, Social Justice Services Division
• Monitored media coverage, identified and forecasted issues within all programs of the division including co-ordination of house book notes and all media inquiries
• Maintained scheduling for the Deputy Public Guardian and Trustee and coordinated committee meetings
EDUCATION & PROFESSIONAL AFFILIATIONS
BAA Journalism, Ryerson Polytechnical Institute
RPA, International Foundation of Employee Benefit Plans
Member of IFEBP and ICSA
Please respond to:
95-1128 dundas St W
Mississauga, ON L5C 1E1 |