Darlene De Roche Email & Phone Number

Chilliwack Bc

Provided confidential administrative and technical support to the Director, ten Ops Manager in Claims Customer Operations and their Front Line ManagersCoordinated Operational activities for Claims Customer Operations• Prepare Daily, Weekly and Monthly Reports• Prepare reports, documents, presentations and meeting materials.• Execute Time Entry and Requisitions, Access and Tech Requests, Access Cards and Org moves• Managed the Recruitment Process• Manage calendars, scheduling, and booking travel• Manage expenses and reconciling credit card• Authorized invoices being sent to Accounts Payable• On-board new employees for the Chilliwack Claim Centre and take care of equipment and workstation requirements• Share knowledge with other Conf. Admins and managers from all over the company

Abbotsford Bc

Provided confidential administrative and technical support to the Abbotsford DistrictCoordinated Operational activities for the District• Validated Travel Expenses before sending to Senior District Director for approval• Authorized invoices being sent to Accounts Payable• Manage Cell phones, renewing contracts, ordering phones, managing bills• Send out Cognos Reports weekly and run customer lists for Relationship Managers as needed• Prepare RMP Agenda weekly• Track Pipeline, CEI Reports and Weekly Tracking for the District by Office• Helped organize meetings for the District• Put together PowerPoint Presentations as needed• Helped train new employees on the systems• Resource for computer related issues such as setting up One Note, One Drive, printing issues, etc.• Moved customers in Jet to other Relationship Managers, cleaning up the Jet system at the same time• Updated RMP tool for Relationship Managers that wish to use it• Started working with Relationship Managers for getting Anniversary calls set up to improve CEI scores• Set up webinars in boardroom for all staff in the office to attend• Set up One Notes for Leadership Team to help organize information for Direct Reports.• Set up folder for Leadership team on SharePoint• Filled out Horizon Documents for 2016/17• Overseeing Promo Depot Orders• Helped with Mail Merges for Customers Christmas Cards• Set up Customer Segment Outlook Distribution List for one RM and would like to do the rest• Keep skills up to date and learn new things as required* Rated as Significantly Exceeded on Horizon documents (Performance Appraisals)

Surrey, British Columbia

* Relationship Building with Customers and other team members * Accurately completed lending and loan administration documents * Resolved customer issues * Created distribution lists and designed email to obtain more software sales. * Created listed for the two Surrey Relationship Managers of the dates of the last disbursements for all their customers to use for calls to improve Customer Experience Index results. * Redistributed customer portfolios from one Relationship Manager who left the company to other Relationship Managers, ensuring all the connections and relationships in the system were updated. * Quarterly update to the Relationship Management Process Contact tool for the Abbotsford District, along with the improvements that have been suggested * Went through all customer files in office to ensure they were active and belonged to the Surrey office. Packed up others and sent files to the Abbotsford office. * Shared computer knowledge with other Regional Management Associates and Customer Service Assistant to make processes easier. * Covered off holidays for Customer Service Assistant in Abbotsford. * Completed various administrative duties and processes to support Relationship Managers and other Relationship Management Associates

Surrey And Abbotsford, British Columbia, Canada

Provided confidential administrative and technical support to the Area Vice President, Operations for BC and Southern Alberta and four districts. * Coordinated Operational activities for the Area o Area Leadership Team support including Area Leadership Team Meeting, Horizon Documents and Individual Development Plans (IDPs) and District Leadership Team Support o Operations Area Budget Coordination o Strategic Planning and Analysis o Roll-up of Area Information including coordinating Area Updates for the Quarterly Board of Directors report, Workforce Plan, Hewitt Action Plans and the MP, Credit Union or Financial Institute Visitation programs. o Projects and Initiatives including planning the Annual Area Meeting (which was over three days and over 200 attendees), Long Service and Retirement Awards and updating the Area Phone Directory o Any additional activities, as required * Coordinated and managed the Vice President’s calendar, schedule, email and incoming telephone requests. * Planned and booked all travel and reconciled expenses. * Scheduled and managed the Vice President’s time and availability for internal and external requests. * Scheduled internal and external meetings. Prepared briefing notes and background information, agendas and minutes, and presentations and speaking notes. * Served as a communication link between the Vice President, Operations Leadership Team and the Districts * Designed tracking reports that were adopted nationally and within the area. * Designed the RMP Contact tool that is being used in four Districts. Quarterly updates will be done for the Abbotsford District, along with the improvements that have been suggested. * Helped anyone with computer issues or questions, when possible. * Rated as Significantly Exceeded twice on Horizon documents (Performance Appraisals)

Provided direct confidential executive support to the Regional Vice President of Western Canada, seven other Regional Executives and thirty five stores.* Maximized executives' time by effectively managing and maintaining complex calendars and coordinating appointments, meetings and conference calls including extensive rescheduling.* Set priorities, multi-tasked, anticipated needs and worked independently with minimal or no supervision * Organized all aspects of travel and accommodations for executives including international travel.* Processed expense reports, invoices and reconciled corporate credit cards.* Reviewed stores' expenses for cost effectiveness and set budgets.* Managed all aspects of meeting planning and special events including product knowledge training for over 300 Associates. Included booking venues, equipment and food.* Provided back-up technical support for various computer, iPad and Blackberry issues.* Developed and implemented many daily, weekly and monthly national reports to make them more user-friendly and less time consuming for Executives, 92 stores and the Buying Group.* Travelled across Western Canada to roll out a new computer system to every store.* Maintained all Store Managers performance appraisals in the Success Factors system.* Trained new Store Managers on the systems and processes within the company.* Dealt with customer service issues promptly and efficiently.* Organized the computer filing system, updated store hours and special messages on the company's website, in addition to the store hours on each stores' voicemail system.* Rated as Exceeds Expectations, on Performance Appraisal Reviews

Led Associates in Housewares, Linens, Gift Registry, Major Home Fashions and Point of Sale.Performed all supervisory duties including payroll, staff scheduling within a budget, training of new associates, preparing weekly sales reports, weekly sales quotas and maintaining excellent customer service within the department and store.