Winnipeg, Manitoba, Canada
Career Objective To obtain a position as a Manager/Supervisor or Analyst within a highly progressive and professional organization. This position will allow me to utilize my managerial and analytical skills and abilities to their maximum extent in order to facilitate projects and improve processes within the organization.If you are interested in such a person to join your organization, please don't hesitate to contact me.
Solely responsible for all aspects of the overall management and functioning of the NPS (Net Promoter System) Customer Satisfaction Department. Responsibilities include: •Responsible for the hiring, orientation, training, and performance of all team members •Responsible for determining the level of customer satisfaction, engagement and loyalty by employing the Net Promoter Score System •Responsible for increasing and improving the customer service experience based on the information attained through the team’s surveys and interviews •Examine pertinent information to determine customers’ concerns and to determine responsibility for errors •Meet and exceed all metrics including survey volume as determined by The Dufresne Group •Maintain and monitor team and individual productivity and performance through coaching and feedback •Created highly complex reports and spreadsheets on a daily, weekly and monthly basic to be distributed to high level managers, executives and other stakeholders •Maintain and update all Standard Operating Procedures (SOP’s) for the NPS Customer Satisfaction Department •Established and maintained high levels of engagement and morale both on individual and team levels
Responsible for the planning, organizing, and performance of activities relating to the administration of customer files and promotional requirements of Tremblay Group Inc. Business Solutions. Responsibilities include: • Ensure all documents are properly filed and maintained • Maintain all receipts and disbursements on QuickBooks • Complete bi-weekly payroll, monthly government remittance, and GST remittance • Invoice customers and follow up on receivables • Monitor payables and assist with budgeting • Post online classified ads • Manage and maintain TGI customer data • Assist with customer Search Engine Optimization (SEO) research • Social media content generation (create Twitter and Facebook content) • Produce monthly newsletters and other e-mail marketing campaigns • Provide monthly SEO reports to clients
Responsible for the overall administration, functioning, and successful execution of all WMVA programs. Responsibilities include: • Act as the liaison between the WMVA and its partners, volunteers and families • Oversee individual program budgeting and overall WMVA bookkeeping • Plan and organize WMVA outings and special events • Respond to consumer e-mail and phone inquiries • Refer parent complaints to appropriate WMVA representative • Update WMVA websites on a weekly basis • Review and edit advertising materials prior to circulation • Organize circulation of sales materials to area schools • Develop fund-raising and sponsorship programs for participating teams • Oversee the recruitment and orientation of WMVA coaches • Administer WMVA facilities requirements • Order equipment and supplies for teams as required • Administer staff requisitions and expense reports • Assist with the implementation of newly developed rules, policies, and procedures • Extensive knowledge and experience with all Microsoft Office 2013 applications
Responsible for the planning, organizing, and performance of activities relating to the successful progress, completion and delivery of client market research projects. Responsibilities include: •Responsible for the management, execution, and completion of over three thousand market research projects to many of North America’s most prestigious corporations •Monitored and managed the work performance of a staff of over one hundred call centre representatives as well as the performance of junior managers •Created and maintained internal and external documents and reports related to the progress and completion of individual projects and processes as well as employee documentation •Responsible for the training and mentoring of new employees at all organizational levels •Communicated successfully with all employees of the organization at all levels including significant external stakeholders •Prioritized tasks and responsibilities to ensure that time and resources are used in the most efficient manner in order to meet tight deadlines •Analyzed and evaluated business problems, processes, and procedures and made appropriate decisions based on those investigations