- Manage all service related activities with large developers- Support and assist in project management with new construction and building expansion for large developers. - Assist in facilitating and participating in customer pre-construction meetings with both internal and external customers.- On-Call support in rotation with other team members to address/support internal/external customers - Collaborate with Large Development Team (Customer Solutions, Engineering and Resource Allocation Team) to support internal / external customers- Collaborate with Large Developers to ensure construction plans are developed with public safety in mind and align with NSPI infrastructure- Support Large Developers / Internal / External Customers through planned outages and proactively build relationships to support their strategic plans and assist in meeting their business objectives- Collaborate / Co-Create policies, and/or changes to improve or increase customer experience with Internal / External customers

- Manage and lead a team of licensed gas technicians and their apprentices (service techs and installers).- Improve and maintain exceptional customer service when dealing with internal / external customers and team members. - Effective project management when working with subcontractors and outside team members to complete jobs through managing schedules, job readiness, time management of scope of job and efficiency of completion of job.- Manage difficult customer conversations and situations and ensure they are brought to an amicable resolution.- Monthly reports and management of collection of outstanding amounts owing from customers. - Maximize profitability by increasing revenue and reducing costs either through increased efficiencies or lower expenses. - Ensure Ultimate Home Comfort policies and procedures are followed by the Service/Install Team- Interact directly with internal and external customers and team members and add insight to streamline efficiencies.- Extremely well organized when scheduling work orders, organization of tech’s daily schedule, work assignments and follow-ups.- Completion of all daily paperwork either through closing / actioning or following up and ensure sales team members are aware of status of each of their requests.- Continually improve / maintain service/install team cohesiveness and positive employee morale.- Work closely with other departments by ensuring schedule is clear and documented to assist others in their readiness to meet technicians’ schedule for each day.- Conduct/lead team meetings and one on one coaching sessions with all team members to ensure collaboration and open communication on exceeding team and individual objectives/goals.- Manage / maintain service vehicles with regular vehicle maintenance schedules etc.- Increase revenue by cold calling customers to increase awareness/insight and add value by scheduling/completing annual maintenances.

- Manage team of 15 technical advisors responsible for resolving customer’s technical queries.- Ensure daily, weekly, monthly and annual tasks are completed to meet company and client requirements.- Perform root cause analysis related to metric attainment ensuring team is meeting and exceeding client requirements (CSAT, AHT, utilization, etc).- Monitors and manages absenteeism and punctuality - Prepares documentation for subordinates and maintains personnel files - Oversees and manages effective use of personnel resources to ensure service quality standards and budgetary scheduling standards are met - Provides leadership to subordinates through exemplary professionalism and customer service - Meets regularly with direct reports individually and collectively for mentoring and program updates - Assists with business centre training needs analysis and program development - Prepares various reports (fulfillment, correspondence, quality management, billing) - Communicates department and organizational objectives and goals to subordinates - Assesses individual training needs and ensure needs are met - Provides frequent and consistent feedback to direct reports and maintains ongoing awareness of individual/group standards and goals - Coaches subordinates on organizational standards and provides position training as required - Maximizes potential of subordinates using established performance management methods and conducts formal performance evaluations - Monitors and ensures existence of supportive working environment(s) to promote high job satisfaction and morale - Manages departmental resources through effective recruiting, delegation, and organization - Monitors team compliance to quality standards using established audit procedures and systems

• Leader in dispatching over 300 vehicles based on customer need and location• Experienced in working with other team members of different nationalities and understanding different accents• Managed 4-5 operators during any particular shift• Motivated / coached employees and drivers continuously and professionally addressed situations if and when they required• Professionally dealt with stressful situations regarding drivers’ safety in an efficient and calm manner• Processed credit card and cash payments

• Monitored consumer and corporate customer accounts by utilizing computer-aided communications and dispatching equipment• Managed alarms received and actions required i.e. Dispatching personnel for emergency situations, notifying contacts, logging and addressing situations depending on requirements• Answered all incoming calls for Telephone Answering Service for 50+ customers and ensuring appropriate action taken • Processed account set ups, cancellations and changes of accounts or services which required a high level of attention to detail and follow up• Professionally and calmly handled all emergency/other situations efficiently with a high degree of efficiency and multi-tasking abilities

* Held additional positions: Manager of Business Support Group, Senior Business Consultant, Business Consultant, and Agent Support Rep.* Fourteen years of management experience* Identified gaps and developed / maintained plans to rectify areas requiring improvement* Influenced sales / distribution to improve customer experience through awareness, training and benchmarking - i.e. reduction year over year of 15% in preventable errors* Developed, implemented and maintained strategic and tactical plans in conjunction with corporate and regional objectives to improve customer experience and reduce churn* Trained, managed, coached and acted as a resource to Business Support Group Consultants, Sales Teams both internal and external* Interviewed and selected team members - managed progressive discipline, conducted quarterly goal setting sessions and evaluations and held weekly one on one coaching sessions with employees* Supported a portfolio of large corporate accounts to ensure accuracy of expectations, client billings and pricing while building positive relationships and acting as a single point of contact.* Generated and analyzed client reports including revenues, subscriber, churn and usage. Delivered presentations to clients on optimizing services and pricing to ensure retention and growth of 10% year over year* Resolved escalated issues such as CRTC, Better Business Bureau and Office of the President complaints for the Atlantic region* Participated as a member of the Atlantic Senior Leadership Team focusing on action plans to increase productivity in the region* Formulated department processes to ensure optical efficiency of my department and co-created with sales departments additional policies / processes to ensure meeting expectations with efficiency and accuracy

* Contract positions with phone company prior to company becoming Bell Canada in Atlantic Region* Worked in Activations, Customer Service and Collections Departments

 * Welcomed patients and maintain scheduling of various appointments new, follow-up, tests, etc.  * Transcribed medical reports, letters and IMEs (Independent Medical Examinations for 3rd parties) * Completed patient referrals and following until completion and follow-up * Assisted in Research - both investigating and documenting * MSI Billing both manual and electronic * Organization and Cleanliness of examination room * Manage and maintain billing of all Independent Medical Examinations * Assisted with scheduling and sharing of information/documentation with medial students