Caroline Plancke Email & Phone Number

Canada

Toronto, Ontario, Canada

Toronto, Ontario, Canada

Provide administrative support to the Branch Director of Scarborough Branch. Coordinate and oversee all administrative functions for a branch of approximately 70 workers, 11 supervisors, and 9 direct reports.Develop and implement complex administrative processes while effectively collaborating with challenging stakeholders, resulting in successful outcomes and improved efficiencies. Proven ability to manage challenging team dynamics and difficult staff, utilizing effective communication and conflict resolution skills to maintain a productive work environment.Demonstrated ability to handle difficult or demanding personalities with tact and professionalism, resulting in successful conflict resolution and improved relationships with stakeholders.Key AchievementsDeveloped and implemented a new duty scheduling process that increased efficiency and reduced clerical errors, resulting in an approximately 30% reduction in wasted effort. Collaborated with team members to gather feedback, analyzed data to identify areas of improvement, and successfully streamlined the process to meet business needs.Designed and implemented a new workflow and model for a clerical team of [number] employees to improve client service and work efficiency. Centralized tasks in a shared inbox and phone line, resulting in more equitable distribution of work and increased oversight of team performance. Eliminated redundancies and streamlined processes, reducing wasted effort and improving productivity.

Toronto, Ontario, Canada

• Initially supported the daily administration of the Intake Department before transitioning to Toronto Branch • Perform various administrative duties including editing correspondence, data management, documentation, screening phone calls, developing and editing spreadsheets in MS Excel, and accurate record keeping • Offer unsurpassed customer service to clients and colleagues by addressing concerns in a timely and compassionate manner • Mentor and train new employees on branch policies• Demonstrated leadership and a dedication to a collaborative work environmentKey Achievements• Saved administrative staff 3+ hours of work per week by establishing an efficient digital workflow using Microsoft Teams, Power Automate, and SharePoint applications.• Developed user-friendly video training to aid in implementation of new projects, saving myself 2+ hours of training facilitation time per week and ensuring training is consistent.

Toronto, Ontario, Canada

• Oversaw, led, and optimized work of 7 Dispatchers responsible for coordinating 60 Volunteer Drivers in the transportation of children in care at Children's Aid Society of Toronto (CAST) and the Catholic Children's Aid Society of Toronto (CCAS) • Oversaw the strategic execution of over 42,000 trips per year to various locations across southern Ontario • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet any daily demand • Administered annual $3 million budget, tracked program expenses, prepared and submitted financial reports to present findings at Steering Committee meetings with executives • Monitored performance of team members from 2 separate unions and ensure adherence to collective agreements and human resources requirements • Facilitated the hiring, training, and onboarding of new Volunteer Drivers in collaboration with the Volunteer Service department and continuously improved volunteer retention • Investigated and resolved stakeholder issues to support annual forecasting and planning processes Key Achievements• Improved the quality, consistency, and accessibility of employee training by successfully revamping and centralizing the employee development program and uploading all training materials and communications to a shared database • Orchestrated the seamless office relocation project and trained employees on the new IT infrastructure and assets • Designed an Excel template to automate the driver reimbursement process and eliminate documentation errors • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet any daily demand • Provided coaching and counseling to 7 employees to encourage active and sincere anti-oppressive, anti-racist awareness by engaging staff with the process to create an environment where curiosity is celebrated, and expectations are clearly articulated

London, On

• Managed the planning and delivery of up to 6 concurrent solution implementation projects at universities and colleges across North America for the startup that provides recreation management software to enterprise clients• Liaised with up to 10 internal and external stakeholders throughout the project lifecycle to achieve all milestones• Built and nurtured client relationships to understand needs, update on progress, and resolve issues or roadblocks• Defined project scope, monitored budgets, allocated resources, and prepared and distributed detailed reports• Provided post-integration support to clients by investigating and troubleshooting issues to maintain functionalityKey Achievement:✔ Consistently achieved strict budgets and condensed deadlines during tenure through effective time management

London, Ontario, Canada

• Led a 6-member team in the day-to-day operations of the recreation centre at the University of Western Ontario• Maintained the front-desk by greeting guests, booking courts, selling memberships, and responding to inquiries• Assessed team performance during their daily activities and guided the centre’s opening and closing dutiesKey Achievement:✔ Earned numerous Employee of the Month Awards for routinely going above and beyond expectations